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Steve
Are you in control of your processes (or is someone else?)
Are your processes reactive or proactive?
For those familiar with the ‘Moments of Truth’ concept (see http://bit.ly/MOT1of4) we understand that all work is ultimately caused by customer interactions. Frequently negative and often unsatisfactory interactions create the work we see every day within our companies. If we examine the Moments of Truth we understand the very nature and shape of work that will result. Will the process be simple and create positive outcomes? Does the process appear convoluted with many checkpoints and possible errors?
There is however a secret known to leading companies such as Apple, Bestbuy and Google.
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Access the rest of the article and join the discussion! - http://bit.ly/ProcessOwnership
Johan M., Jeff C. and 1 other like this
You, Johan M., Jeff C. and 1 other like this
2 comments
Gerardo
Gerardo P. • My interpretation of process control will be: A controlled process will deliver the same result predictably and repeatedly.
Karl Walter
Karl Walter K. • I like it. I like it.
Sucessful cusotomer outcomes require processes, the organization must be in control of its processes, customers today expect to participate in processes, too much participation can be problematic, no participation definitely leads to problems.
For years I struggled with how to encourage consistent use of best practices. The hurdle was how to accommodate unstructured work?. Learning about Adaptive Case Management (ACM) removed that hurdle.
I consider ACM + BPM +Customer Involvement as a formula for success with processes for this decade.
Only recently has it become possible for business units to own and manage their own processes. Some people feel this puts IT out of the picture. Quite the contrary.
IT is needed to bridge silos so that what would otherwise end up as disjointed sub-processes ends up as a seamless means of transforming inputs to outputs.
"Customers at Portals" alllow customers to play a role in organizational processes. It's up to the organization to decide what the extent of customer involvement is/should be.