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Over the last decade, business process management has primarily been a back-office function; however, a focus on improved customer service, regardless of industry vertical, has brought BPM to the foreground of organizations. According to Forrester, by 2015, the majority of BPM initiatives will be kicked off with customer experience improvement as a primary objective. So how can organizations take a first step toward this practice? And how can they make them sustainable? MWD Advisors BPM Technology Review 2013 outlined 7 tips to introduce (and keep) BPM in your organization.
Business Takes the Drivers Seat
Its the first word in business process management, but often BPM initiatives are more focused on technology needs over involving business users. BPM initiatives need to actually involve SMEs, operations staff and technology professionals if theyre going to offer real value, said Neil Ward-Dutton, founder and research director of MWD Advisors. Ultimately, non-technical users, as well as technical users, need to be able work from one consistent model, even if they dont utilize the same tools or techniques.