Business Process Management - Find the shortest way between A and Z
Business Process Management - Find the shortest way between A and Z
Over a period of time many enterprises have developed highly complex and often unnecessary work routines which do not provide any use, neither for the employees and let alone for the customers.
A customer does not care how an organisation is internally structured, customers want to receive a product or service right now or latest within a reasonable time frame.
If that complaint sounds familiar then you should consider having a closer look how your work gets done or in other words make use of "Business Process Engineering". The focus is then not on how you are organized but on identifying - together with an analyst and an internal team - shortcomings and saving potentials in the processes - the sequence of work events.
Such a project has many names: BPM, BPD, BPA, BPI, BPR (Business Process: management, development, analyse, improvement, re-engineering). And since it is around for quite some time, it is nowadays also called "Services Process Optimization "or "Service Workflow Optimization".
As said earlier, the focal point is commercial processes with all activities or duties which are necessary to generate a product or a service; not so much the organisational structure. A process chain begins with the acceptance of the order and ends with the delivery and invoicing of the final product.
Expected results are efficiency improvements and measurable "Key Performance Indicators" usually in today's important dimensions of costs, quality, service and time.
Such a BPM project is not done overnight. Dependent on the complexity a good half year should be considered as a realistic time frame to get from analysis to the implementation of changes. What do we achieve after going through such a project? Some management consultants have the very sportily opinion that between 30 % and 40 % efficiency increase is achievable. I realistically settle for 20 % to 25 % productivity increase rather, promoting social responsibility.
Organizations usually engage the services of a Business Analyst, because the optimization process requires human intervention and therefore skilled and ideally experienced professionals.
The change project begins by developing a type of bird's eye view or relationship diagram to understand and map the general process flow. Once this done in sufficient detail the affected internal personnel is included, as only they have the necessary practical knowledge about the concrete process flow. This is called Status Quo assessment or "how do we currently work".
This step is closely followed by the assessment of "how do we want to work in future". The exercise is rather debated in a smaller circle - management and business analyst - and results in the formulation of the "target situation".
The final step is the transformation, adaption or in consultant's language - the change management. How do we get from "how do we currently work" to "how do we want to work in future": from A to Z.
Next we are confronted with three questions:
1. Once the business processes are mapped, simulated and optimized: how do we get from A to Z, how can we put the changes into practice?
2. The processes are put in the live environment, but how do we ensure that they are executed as defined?
3. What happens if processes are adapted or changed because the environment changes or an even more efficient way is introduced?
The answer to question 1 is common practise: the target situation - the way things should be done - is mapped and can be introduced in workshops, can be taught individually or the new processes are accompanied for a while until they flow smoothly.
When it comes to question 2 and 3 this is - in continuation of BPM - today's battlefield. How do we attach a long-term value to BPM? As in particular small and medium size companies lack an affordable tool as there are not many - off the shelf - solutions that link the process maps to the actual live process execution; let alone manage process change control. Subsequently if neglected the company is back to square one in latest two or three years' time and has again: "highly complicated and often probably unnecessary work routines".
Thus I am evaluating a solution which seems to be able to provide a solution to the last two questions on reasonable short notice: I share it publicly, once done.
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