BPM Quotes of the Week - October 4, 2017

Neil Ward-Dutton"The tricky bit is in understanding what 'going digital' actually means, for any given organisation. It's going to be some blend of digitising customer experiences, creating digital products and services / platforms, digitising operations and creating digital workplaces (employee experiences). Different organisations place different emphases on these four perspectives."
-Neil Ward-Dutton

"Every business process must have a business purpose – an organizational goal that lines up with the profit driver of every private sector company (or mission priority within the public sector). This profit-centric alignment, however, is an Industrial Era holdover. In the Digital Era, organizations must be people-centric."
-Jason Bloomberg

"Pre-defined workflow works well in predictable and stable environments but falls short to describe the process between a first kiss, Valentine’s gift and the wedding proposal. Customer experience drops when people stick to a pre-defined step-by-step process while obvious alternatives are within reach."
-Silvie Spreeuwenberg

From the BPM Forum

What's a Clear Sign That a Company Needs to Go Digital?

"The absence of digitalization..."
-Karl Walter Keirstead

"You can easily see papers in their offices."
-Dr. Alexander Samarin

"The most pressing sign (for digitalization) is that the service provider is losing customers because of cumbersome processes. Maybe the competitors or an innovative start up have developed more effective and efficient 'digital' approach to serve the need."
-Kai Laamanen

When Do You Know It's Time to Completely Scrap a Process and Start Over?

"Generally well after everyone else already knows it."
-Jonathan Yarmis

"Just had one two weeks ago...process is still needed but the way it was implemented was actually not leveraging much of the automation other than allowing them to cut and paste approvals and validate data lists. They are undergoing a re-implementation project now but the reason it didn't change or update was because of resistance to changing it from the process owner as that person still had the power centered on them."
-Garvin Fouts

"When no one uses or does it, goes the workaround route."
-Patrick Lujan

"Perhaps the persistence of poorly performing processes can be explained in part by this analysis: unwillingness to trust front-line staff on one hand or lack of leadership on the other."
-John Morris

"A solid BPM platform makes it easy to push out new applications, even as it simplifies the process of enhancing your existing ones (thereby reducing the need for 'starting from scratch' in the first place). No mountains of dead (and frequently unintelligible) code; no search for expensive coders and architects whose work output can barely be understood by the business, much less assessed as to risk."
-E. Scott Menter

"I like to consider a process ready to be discarded when it is so complex, that you feel lost in the model, and you are unable to introduce improvements quickly."
-Juan J. Moreno

"My mindset is that business processes should always be subject to this scrutiny: 'what if NOW would be the time to completely scrap this process and start over? how would we reach our business objective? what would we do differently? what additional business objectives have we missed or have emerged in the meanwhile?'"
-Bogdan Nafornita

"Discarding of processes is a dream of a software vendor, which tries to sell a new BPM system and discard all previously accumulated BPM knowledge in organization as unnecessary garbage. Productive approach implies evolutionary reworking of processes instead of revolutionary scraping of them."
-Boris Zinchenko