Rationale for this Article I was asked to write a new article recently. I thought hard about what the message should be then I had an inspiration. I had just gone through a poor service experience and immediately started to analyze what caused it to be poor, as I usually do (it’s an occupational hazard).…
Rationale for this Article Two months ago I wrote an article about the screw ups that happened to derail the end-to-end process of getting a passport renewed. I vowed at that time to keep telling my personal stories whenever I had a new experience that made me think about processes that could be better. A…
The Challenge There has been a lot of buzz lately about where business processes fit when it comes to the capability of organizations to perform as they would like. Some say that business processes are needed to support already defined capabilities at a detailed level and some say that capabilities of various types are needed…
Every few years another concept emerges that raises the hope of analysts and architects that a new solution to all our challenges has arrived. The current buzz is around Business Decisions but I feel we have to put it all in context. I always caution my clients that if anyone claims that one thing is…
Lessons Learned from Successful BPM Organizations Introduction In the last 24 months I have worked on six continents with dozens of organizations assisting them in developing and implementing their BPM programs. These organizations represent a broad range of industries, including capital intensive resource industries and manufacturing and distribution, customer service, finance, and government organizations…
Years of successful and not-so-successful process management experience have led to a set of best practices a number of fundamental principles that must be honored in order to optimize returns to the company, the delivery of business results to customers and to satisfy the needs of the organization’s other stakeholders. The following principles underlie the…