As John Morris wrote in the last discussion, "Peter Drucker said 'Who is our customer?' is one of the five important questions of business." So what do you think are the most important questions of BPM?
[b]goal[/b]: "what form of business value does my process promise to my customer?"
[b]strategy[/b]: "how do I deliver that business value through my process?"
[b]execution[/b]: "what business architecture should I employ to consistently deliver 1/ and 2/?"
"Who gets it next?"
"And then what happens?"
"Who's paying for this?"
[b]What business are we in? Who are our customers? [/b]This is the economic/strategic view (per Coase, Porter etc) definining the limit of our activites, our borders and our alliances.
[b]What work do we do to generate value for our customers? [/b]Given our customers and our boundaries, what is our
[b]work-of-business[/b]-that-provides-customer-value that involves repetitive activites? (i.e. not projects). BPM concerns repetition.
[b]How do we improve? [/b]What is our programme to get better and better at repetitive activities? Includes change and measurement.
[u]This is where we "get to live another day"[/u].
[b][quote][i]BPM is central to answering Peter Drucker's questions. [/i][/b][/quote]
[u]Business necessarily involves repetitive work[/u], because of economics. And BPM is
[u]the[/u]technology of automation of repetitive work (and I include in this case work too). To only focus on the customer and what the customer needs is to fail; a business exists because it succeeds -- better than substitutes -- in
[u]executing the work necessary to satisfy customer needs[/u]. You could say that the "journey" from business process to customer satisfaction and back is a
[u]virtuous round trip[/u], or a systems
The CEO: Is this really going to deliver what I need to improve the over all performance of the business and support any operational changes that are needed?
The CFO: OK I get it but what is the cost and is the business really going to own its processes and not be locked into the complexity and cost of IT?
The Compliance Officer: Are you really telling me that I can rely on any compliance requirement being monitored real time with any report any time that I need to satisfy external regulators?
The Auditor: So you are going to be able to show me exactly how information is created in a model that you say is the actual application unlike the 70s where it was a flowchart where we just thought it reflected what was happening?
The “user”: Yea sure…. you expect me to believe that I can actually have a say in how I work and interact with “IT” systems?
As reassurance is given to all they look at each other and say "Why would you do it any other way"?
© 2020 Copyright Business Process Management, Inc.