BPM: Adapt or die
Business process management (BPM) is changing, and the focus has now shifted toimproving customer service, while simultaneously reducing costs and increasing revenue.
This is according to international BPM expert, Steve Towers, who will be a keynote speaker at ITWeb's BPM 2012 conference, in Bryanston, in April 2012.
Towers, who co-founded the international process and performance professional association, BP Group, in 1992, will be one of several BPM experts addressing the annual ITWeb BPM summit. His “Outside in” approach to BPM is based on the theory that “the customer experience is the process”.
Towers says: “We can no longer just look within our organisational boundary to create a sustainable competitive advantage. We have to extend our scope and embrace a broader view of optimising process by understanding, managing and developing customer expectations and the associated experience. We need to articulate Successful Customer Outcomes and let those guide our product and service development as we move beyond the limiting scope of silo pyramidal-based left to right thinking.”
Backing Towers' sentiments on the need for BPM change, local BPM expert and organisational and business change consultant, John Hayden says BPM needs to be more agile to be more effective.
However, he notes that implementing change must be approached with careful planning, since BPM is about people, too - not just technology.
ITWeb's BPM Summit 2012 will be held on 17 and 18 April 2012, at The Forum, in Bryanston. For more information and to book your seat, click here.