The Biggest Challenges in BPM Implementations

The Business Process Management Software market as estimated by a leading IT Analyst and Research firm will grow by 4.4 percent to reach $2.7 billion in 2015. With the increasing relevance and implementation of Big Data, Social and Cloud, companies are find themselves adapting to these new age disruptions, altering their way of working and bringing about Digital Transformation. This is compelling them to rethink their business models and tailor processes

A BPM system has the ability to deliver a holistic view of business performance and deliver operational and cost efficiencies. In today’s time BPM solutions are increasingly being leveraged to deliver accelerated business growth through multi-modal customer engagement and effective delivery of customer demands.

There are however challenges that enterprises need address to ensure that their BPM implementation is a success:

Agility

BPM solutions need to deliver quicker results, implementation times need to crunched and there needs to be greater sync between business and IT. New solutions in the market are uniting social, mobile, cloud and making it easier to collaborate and adapt to change. With iBPMS (Intelligent Business Process Management Systems) some of these gaps are being filled, but there needs to be more scope for innovation and improving process agility.

User experience:

One of the major challenges highlighted by customers is the lack of simple and intuitive user interface (UI) of BPM software. If UIs were built like those on consumer devices like Apple, they would be easier to use and reduce the learning curve considerably. BPM vendors need to improve the user experience on their software and bring them more in line with user experiences that end users are accustomed to. This will to a great extent solve issues that mar user adoption, save time and reduce learning and developments costs.

Customer centricity

Today more than ever, customers are at the center of every business strategy. They are highly empowered and demand greater standards of services. As a result customer engagement driven through a multitude of channels especially new media, is gaining greater acceptance. An enterprise’s customer needs to feel more involved and need their views to be heard.The convergence of strong BPM with Social Media capabilities like iBPMS will allow enterprises to engage in a more candid and personalized manner with customers, greatly advancing their customer-centricity efforts.

 

Business processes will need to be reengineered to better support mobile applications and drive innovation. They will need to give greater autonomy to the overall process and embrace these converging market dynamics.

BPM to empower People

BPM was originally about making processes more efficient. This usually involved reducing headcount and automating processes to the point they could be used by anyone. The mentality has completely shifted and now focuses on empowering people so they give their best, about creating intelligent processes, improving user experience for both internal users and customers.BPM vendors need to identify this gap and offer customers the solution they need rather than what they believe customers want.

Targeting mission critical processes:

Companies usually kick off BPM projects by targeting low hanging fruit in functions like HR and Finance, so they can turn it around quickly and demonstrate measurable value. This is ostensibly done to gain greater buy in from stakeholders and ensuring a broader BPM strategy can be envisioned. However, to really gain the true benefits of BPM, companies need to target end-to-end processes and those that are more mission critical like credit card processing and maintenance, new business acquisition, managing the customer communication or loyalty process etc.

BPM driven by top management:

For BPM to succeed in any organization, it needs to be backed by the leadership and top management. They need to be committed to BPM. Without their backing getting buy-in from other departments, securing financing for resources and vendors will be an uphill task. Leadership support will be most critical when driving BPM changes across the organization and overcoming operational obstacles.

Authored by Virender Jeet – Sr. VP Technology, Newgen Software

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