Business process management

Business process management (BPM) is a systematic approach to making an organization's processes and workflows more effective, more efficient and more capable of adapting to an ever-changing environment. BPM attempts to automate organization’s processes and to alleviate problems around productivity bottlenecks, customer channel integration, cycle time reduction, and customer service improvement.

BPM also try to reduce human error and miscommunication and focus stakeholders on the requirements of their roles.

From a business point of view, especially in tough time like now, improving company efficiency and reducing costs are critical for survival in very competitive environment. This is main goal of one BPM. There are many other benefits that a company can leverage from a BPM implementation:

  • Increased process efficiency/productivity
  • Improved process quality/consistency/compliance
  • Promote standardization/ define roles and responsibilities
  • Cost reduction
  • Increased customer satisfaction
  • Increase visibility/Better reporting of process performance
  • Continuous process improvement

Every company has processes. Some of them are very simple, going in 2 or 3 steps, involving few employees. Others can be very complex, expanding trough many departments and involving many positions. There are processes focusing on internal procedures, and others involving company’s core business assets and stakeholders. Some are executed very rare and other every day. Some of them can be postponed while the others are mission critical.

Whit such a variety of processes, the BPM automation roadmap is not so simple. Deciding the automation roadmap is a process that should be executed very seriously. On the other hand, spending much time on deciding which process should be automated first, re-designing and trying to define it perfectly, is one on the common mistakes that companies do. The “Continuous process improvement” is one of the benefits from the BPM and starting now, simple, measure, analyze and improve will lead the process to its top performance. The knowledge that the company will gain against first automated processes, will be later incorporated in the more serious processes, their design and improve the overall BPM quality.

CASE STUDIES

T-Mobile

  • more than 20 processes
  • more than 100.000 instances
  • Time reduction:
  • RFP: from 1 week to 1 day
  • BC: from 2 weeks to 1 week

Telekom

  • more than 6 processes
  • Contracts Approval, HR Approvals, Procurements, Internal Regulations, etc.
  • Overdue Notifications and Summaries

One

  • Invoice Approval
  • Department aware process
  • ~20.000 approvals per year
  • Innovative Scan-To-SharePoint upload

ProCredit Bank

  • Complete Loans Management automation
  • Central Department processing Loan Requests coming from affiliates
  • Reducing Cost in labor, transport and time for decision
  • ~30.000 instances per year

Health Insurance Fund

  • Invoice Approval
  • Process for recording internal and external documentation
  • Help Desk