Are you ready for Business Process Management? As the title suggests, it is not an easy task or rather is an uphill task. You will find many roadblocks on the way to stop, deviate, misguide or befool you so that you are never able to reach your destination and wherever you reach – you will be convinced – as your destination. These roadblocks will be in the form of your peers, management, superiors, juniors and everyone else. Very few process owners will seriously cooperate you in this journey and the less you are aware about their business process, the more troublesome will be the journey for you.
When you start Business Process Management in any organization, your first task is to understand ‘where-is’ situation for all your processes. You will have to meet all business process owners – again and again to get more into it. The key factors of “Where-is” would be:
Cost of Quality: How much are you spending for the quality portion of a process? Is it visible and measurable? Or you might have to dig out further to arrive at this part. The cost incurred on finding/fixing bugs or errors is one of the major parameter.
Customer Complaints (External): If the same process or system relates to external customers also, collect the data pertaining to customer complaints and resolution time.