Business Process Management (BPM) is a systematic approach to improve business processes by identifying, analyzing, and optimizing them. BPM aims to increase efficiency, reduce errors, and improve customer satisfaction. However, BPM is not perfect and has its flaws and sins. In this article, we will discuss the flaws and sins of BPM.
Flaw 1: Lack of Top Management Support
BPM requires top management support to succeed. Without it, BPM initiatives may fail due to lack of resources, funding, and commitment. Top management support is crucial for aligning BPM with the organization’s strategy and goals.
Flaw 2: Resistance to Change
Many people resist change, and BPM is no exception. Employees may view BPM as a threat to their jobs, status quo, or way of doing things. Resistance to change can hinder BPM adoption and make it difficult to achieve the desired results.
Flaw 3: Overemphasis on Technology
BPM is often associated with technology, such as workflow automation, process modeling, and data analytics. While technology can support BPM, it should not overshadow the human aspect of BPM. BPM is about people, process, and technology – in that order.
Sin 1: Lack of Process Ownership
Process ownership is the key to BPM success. Process owners are responsible for the process’s performance, improvement, and alignment with the organization’s goals. Without process ownership, BPM initiatives may lack direction, accountability, and sustainability.
Sin 2: Silo Mentality
Silo mentality is the tendency to work in isolation, departmentalize, and resist collaboration. Silo mentality can hinder BPM by preventing cross-functional communication, cooperation, and optimization. BPM requires a holistic approach that transcends silos and fosters teamwork.
Sin 3: Lack of Metrics and KPIs
Metrics and Key Performance Indicators (KPIs) are essential for measuring the process’s performance, identifying improvement opportunities, and monitoring the impact of BPM initiatives. Without metrics and KPIs, BPM may lack objective data, transparency, and accountability.
Flaw 4: Complexity and Bureaucracy
BPM can become complex and bureaucratic if not managed properly. Complexity can arise from too many processes, steps, rules, and exceptions. Bureaucracy can arise from excessive documentation, approval, and control. Complexity and bureaucracy can hinder BPM by increasing costs, time, and frustration.
Flaw 5: Lack of Continuous Improvement
BPM requires continuous improvement to stay relevant, competitive, and customer-focused. However, many BPM initiatives stop at process optimization and fail to embrace innovation, experimentation, and learning. Lack of continuous improvement can make BPM obsolete and irrelevant.
Sin 4: Lack of Employee Engagement
Employee engagement is critical for BPM success. Engaged employees are more likely to contribute to process improvement, adopt BPM tools and techniques, and provide valuable feedback. Lack of employee engagement can make BPM a top-down, disconnected, and ineffective exercise.
Sin 5: Lack of Customer Focus
Customer focus is the ultimate goal of BPM. BPM should aim to improve the customer experience, increase customer satisfaction, and create customer value. However, BPM can lose sight of the customer if it becomes too inward-looking, process-centric, or technology-driven. Lack of customer focus can make BPM irrelevant and meaningless.
BPM is not immune to flaws and sins. However, acknowledging and addressing these flaws and sins can help BPM become more effective, efficient, and customer-focused. Top management support, process ownership, employee engagement, customer focus, and continuous improvement are the keys to BPM success. By avoiding the flaws and sins of BPM, organizations can reap the benefits of BPM, such as cost reduction, quality improvement, innovation, and agility.