BPM Quotes of the Week - February 17, 2015

“Merely targeting ‘Customer Satisfaction’, in my view, is a pretty low bar to set today. Think about it - no customer comes to you expressly to be dissatisfied - 'satisfaction' is a most basic minimum expectation. And so, if you as a firm are planning programs in 2015 to establish just satisfaction, then I'd say you might need to think again; because that is as good as having a plan to merely not dissatisfy.”
Jaisundar Venkat

“Big data has the potential to ramp up our understanding of how processes perform and provide data on the impact of process entities like employees, suppliers, and machinery on process efficiency. In other words Big Data has the potential to help organization’s understand how employees influence the process and if high performers are what create high performance processes.”
Ron Webb

“Those organizations that have processes that are built for change, will benefit most in terms of time and cost of response. Organizations are encouraged to consider volatility in their process designs and execution of processes.”
Jim Sinur

From the BPM Forum

“Also important that "legacy" does not interfere with thinking and is the ‘slave’ to the operational processes as required. So best not to have build driven by IT.”
David Chassels

“When employees feel responsible for customer outcomes and are rewarded for that, finally they end up with improving processes. If you force them to work in 'the new process', will it work you think?”
Emiel Kelly

“Getting (your processes) fit isn't a short term thing. If you really want to be fit, build a continual Process Fitness Programme, with market intelligence and a simple and democratic means to change the process regularly. Turn it from project to culture.”
Peter Johnston

“Remember that BPM is 50% of EA. Because of its enterprise-wide nature BPM touches many things in an enterprise, a BPM-intensive project is just a tip of the iceberg.”
Dr. Alexander Samarin

“Could the CIO be a stepping stone to CEO, when CO of CFO was the natural route. The anwer is yes, but only if the CIO is a real CIO i.e Chief Information Officer.”
Ian Gotts

“The current epoch of CIO's - 2000's and 2010's - are the batch that presided over the greatest destruction of organizational knowledge in IT across the US and Europe in recorded history.”
Scott Francis

“The CEO and CIO have very different responsibilities. One of the two jobs would truly suffer if combined. The CIO has to understand the CEOs strategic objectives. The CEO should understand that without a really great CIO he doesn't stand a chance for his business to be competitive.”
Max J. Pucher

“In my long career I have known many CIO's that I would trust running a company. Many have had good business sense and great IT skills. On the other hand I have known many that are so wrapped up in the technology that they lose site of the business solution.”
Mike Reale