Author of Customer Focused Process Innovation: Linking Strategic Intent to Everyday Execution
For any organization to prosper, its leadership must drive bottom line results, expand the product offerings, and identify opportunities to better strategically position the organization. But all too often they look to trendy business practices or copy the competition. They don’t know the answers to basic questions: How do things really work and fit together in this organization? What does the customer really want from us? Who really does what and where do I fit in? How can I move the ball forward? Without these answers, the organization’s innovation capabilities are limited.
This is the first of a two-part look at a “Day in the Life” of a Business Analyst (BA). It’s broken into hours as a simple way to illustrate the myriad duties and skills that a BA needs to have, but in real life the process described below would take weeks, months, or possibly years, depending on the size of the effort. And, as every BA knows, there’s no such thing as a typical day – or even a standard job description. We’ll look here at the phases that every effort has, and tools that every BA needs.
Business Process Management Research Report:
Check out the future of BPM and see how your organization stacks up.
Research conducted by global market research company, TNS Global, shows that while BPM is delivering key benefits in both the public and private sectors, a large number of organizations still struggle to keep processes documented or up to date.
Download this BPM research whitepaper to see how your organization compares and get valuable insights into future BPM investment benchmarks, the level of BPM resourcing within organizations, common barriers to process improvement and the role BPM plays in helping businesses achieve their organizational goals.
In the modern Digital world, Customer Experience is a critical factor for success in BPM. Organizations can apply Design Thinking framework to map the right emotional innovation factors and succeed in the BPM transformation.
Amplifying BPM with Customer Experience and Design Thinking
“Culture does not change because we desire to change it. Culture changes when the organization is transformed; the culture reflects the realities of people working together every day.” Frances Hesselbein – President of the Frances Hesselbein Leadership Institute
Effective use of a transformation framework, such as the one illustrated in Figure 1, is a hallmark of successful organizations and an essential means to achieving operational and technology environments that maximize institutional mission performance and outcomes. Among other things, this includes realizing cost savings through consolidation and reuse of shared services and elimination of antiquated and redundant mission operations, enhancing information sharing through data standardization and system integration, and optimizing service delivery through streamlining and normalization of business processes and mission operations.
Organizations are undergoing major transformations – to shift to digital business, become more customer-centric, and keep pace with regulatory changes. Any transformation impacts business processes, often requiring dramatic changes to how people work. Yet over 70% of transformation initiatives fail. Process management practitioners can change that and directly contribute to the success of their organization’s initiative by applying the latest process thinking, techniques and technologies to innovate and drive change.
Listen to Marc Kerremans discuss what you’ll learn at Gartner's London Business Transformation & Process Management Summit.
In this white paper, we’ll demonstrate how BPM can transform CX and provide the following benefits for your business:
BPM is an essential element of improving your Customer Experience. Find out how:
“Government managers must learn from what is working in the private sector and apply these best practices to deliver services better, faster, and at lower cost.” – Barack Obama (upon releasing Executive Order 13571--Streamlining Service Delivery and Improving Customer Service)
A recent Gartner poll of their client base found that 80% of public and private sector companies say they are undertaking major business transformation due to:
More than 70% of these initiatives fail to deliver the desired outcome.
Process management practitioners can defy these odds by applying the latest process and change management thinking, techniques and technologies.
Register for this webcast to get a sneak preview of what you’ll learn at the Gartner Business Process Management Summit.
When you hear the terms “big data” or “analytics” what comes to mind?
Do you think of technical experts pushing exabytes of data through an algorithm? Perhaps you think of marketing experts attempting to get answers about your company’s customers.
No matter which scenario you think of, it is important to recognize that big data and analytics are most useful when their associated processes are in place and observed.
In fact, big data and analytics are useless without process.
Why? Because quite simply, Data without process is meaningless!
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