BPM: Call to Favorable Action

By Sandeep Sehgal, AVP Product Management, Newgen

Business processes and businesses themselves are inseparable and when I say this I mean they have a co-existing relationship. You can’t have one without the other. It is a step by step process of attaching individual activities aligning to company’s operations. A BPM system is aimed to deliver a holistic view of business performance and deliver operational and cost efficiencies. In today’s time BPM solutions are increasingly being leveraged to deliver accelerated business growth through multi-modal customer engagement and effective delivery of customer demands. To envisage the whole BPM process and its successful implementation requires understanding of few challenges and opportunities that may accrue in the process.

Challenges

Customer Centricity:

Businesses are trying to be more responsive to their customer and that means they have to be customer facing. BPM is a powerful tool to connect the customer experience to enterprise capabilities. As businesses are aiming to increase their digital presence there is a need to revamp the way they interact with their customers. The convergence of strong BPM with social media capabilities like intelligent business process suite will allow enterprises to engage in a more candid and personalized manner with customers, greatly advancing their customer-centricity efforts.Business processes will need to be re-engineered to better support mobile applications and drive innovation to increase customer engagement through a multitude of channels.

Shelfware Objective:

Some organization end up their BPM implementations with a “shelfware” objective. It happens that the 
person responsible for creating the representation of the process either doesn't know all the details of the business process at hand in sufficient depth or is not up-to-date with the current state of how a business process is actually working in the company and/or doesn't have knowledge of the whole process from end-to-end. As a result, most business process definition exercises often produce little more than "shelfware" – that is, they end up creating nothing more than writing on paper that represents either the business process as it used to be or the business process as it's supposed to be, but never the business process as it actually is or will be.Best practices for implementing service-oriented processes is separate the notion of business logic and process from the underlying code that implements an individual task or step in a process.

User experience:

One of the major challenges highlighted by customers is the lack of simple and intuitive user interface (UI) of BPM software. If UIs were built like those on consumer devices like Apple, they would be easier to use and reduce the learning curve considerably. BPM vendors need to improve the user experience on their software and bring them more in line with user experiences that end users are accustomed to. Despite of many operational challenges, leaders however, are quick to gauge the opportunity amidst this chaos – An opportunity to grow and gain distinct competitive advantage by attaining a perfect balance between business objectives and IT innovations. And they are doing so through sophisticated Business Process Management (BPM) tools. 

Opportunities

Combine real-time analytics with BPM:

In 2016, if BPM is able to do one thing and one thing alone. This would be it. To remain on the priority of business leaders, BPM need to merge processes with real-time intelligence. According to analyst reports, “Seventy percent of high-performing companies will manage their business processes using real-time predictive analytics or extreme collaboration by 2016.”

Converging process and real-time analytics will set in motion a perpetuating cycle of enterprise process improvement. A BPM suite can combine its sophisticated tool set with real-time data to streamline and optimize business processes. It can also identify existing processes inefficiencies and help rectify them. Analytics can help drive process flow by automatically initiating performance-based events and dynamically managing the flow of enterprise processes. 

Intelligent Business Operations:

Analysts say that one of the more effective techniques to improve business processes is intelligent business operations (IBO) which means operations where processes are ‘aware’ of and can ‘learn’ and ‘understand’ context based on a wide range of work interactions, and adapt to the situations around them. Once these processes sense a situation, they can apply real time analytics to predict the outcomes of 
potential alterations.

Extreme Collaboration:

Business leaders need to embrace extreme collaboration (XC), a new operating model and an extreme style of collaboration. XC is enabled by combing four nexus forces into a pattern that can dramatically innovate the way people behave, communicate, work together and maintain relationships often across wide organizational and geographic boundaries to collectively deliver breakthrough process performance.” XC is basically a virtual hub where people across geographical, political and organizational divides can collaborate and work together to solve shared problems and meet shared goals. It is a 24/7 active environment that enables people to pool their resources and move toward the fulfillment of a broader goal. 

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