The acronym BPM stands for Business Process Management. This is a method that appeared in the eighties. It allows to identify and analyze the different processes that govern a company or a department. With this method, you standardize your process-oriented writings within your structure.
A business process aims at highlighting interactions around key information.
Here, we are not only talking about exchanges between internal and external collaborators of the company (sales representatives and field operators for example) but also about man/machine exchanges (the relationship between people and their tools or applications).
The BPM method is based on 5 pillars
Situation analysis of the processes currently deployed. With this step, you will be able to make a quick audit of the situation to modify what needs to change.
The optimization of current processes allows you to have more efficient processes and stop those that are not used.
Process modeling allows you to visualize all the actions you can implement to reach your goals. By modeling, you will also be able to optimize the management of certain repetitive but essential tasks.
The implementation of a workflow that will help you to better understand and reduce the validation time of a project or a decision making process.
Monitoring to adjust processes that need to be reworked.
To fully understand the implementation of the method, we can take the example of a customer service department that receives many customer complaints.
Analysis: here, the customer service department must understand why it receives so many complaints. What doesn’t work? Is it just a problem of understanding or a technical problem?
Optimization: This is about improving the service. How can we answer users’ questions faster?
We can also ask ourselves how many requests are processed per day or per month and how many of them have been solved. Are the tools used efficient enough for employees and users?
Modelling: to help customer service employees, it could be interesting to revise the user response sheet by defining new and clearer answers. Listing the most frequently asked questions may be a good idea.
Workflow: Here, we can set up a form for each customer that allows us to contact them again and test their satisfaction with customer service. A to-do list can also be created to highlight the right steps to take to ensure customer satisfaction. Setting up a workflow is a real competitive advantage.
Monitoring: during this final step, it is important to take into account the figures. Have the objectives been achieved? If so, perfect. If not, you need to understand why not and improve what is not working well enough.
In short, the first step is decisive for the continuation of the method. The BPM method is a continuous improvement process that you must apply yourself to follow in order to remain competitive in your sector. In addition, you will benefit from a better adaptation to changes in your core business.
All the steps of the BPM method can be set up on your Cocoom and can create a “BPM” template that will allow you to quickly use this method if needed! You can also celebrate your short-term victories, once the problem is overcome, by creating an event with your collaborators.
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