The business process management (BPM) discipline. Tommy & Clerius [Chapter 4]

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Resumen

Our heroes Tommy and Clerius have already applied the business process management discipline (also called BPM). But maybe they didn’t know it.

They already solved growth problems, their workflow of deliverables approval and claims handling in the 3 previous chapters. Now is time to be a pro in the BPM field if they want to move forward.

They are taking their consulting firm, CleTo, to a new level. One in which they can compete with any other organization in the world. And win.

The business process management discipline using Flokzu cloud BPM.

 

The business process management discipline

Tommy, with his typical capacity for study, analysis and abstraction, summed up the subject for Clerius in this way:

Look Clerius, the business process management discipline is composed of methodologies and technologies. It is not just one, or just the other. They are both, and must be applied together.

From a disciplinary point of view, processes are the muscles that move the organization. You can evaluate and improve them, applying a formal and detailed analysis. It can be complemented with other disciplines, such as process reengineering and organizational change management.

But in general lines, we can summarize that the application of the discipline of business process management is based on 4 main pillars: Modeling, Automating, Measuring and Improving.

Modeling

  • To model the process, that is to say, to achieve an abstraction of the process, which can be formalized by means of a graphic diagram, discussed and understood by those involved. Usually, the BPMN standard is used, the best known worldwide.

Automating

  • Automate and execute the process. This is the most technological part, in which you use specific software (a BPM Suite). There are several classifications for the BPM Tool, such as Monolithic or service-oriented, On-Premise (like INTEGRADOC) vs Cloud (like Flokzu), etc. Each organization must choose the one that best suits its needs.

Measuring

  • Measure and analyze. After executing the processes for a while, they must be measured. There you can use tools in real-time or oriented to historical analysis. For example, in the last semester or year. The idea here is to obtain objective process performance indicators (KPI’s), which allow you to extract conclusions about how your processes are running.

Improving

  • Depending on the indicators obtained, the last stage should be to identify and introduce improvements in the processes. After all, this is “managing”. For this, the team of process analysts will decide where the opportunities for improvement are and will introduce them into the process model, restarting the cycle.

 

In sum…

Business process management is a discipline, not just a technology. It must include a methodological factor, which is very important. It is based on four major stages: model the processes, automate them (in a software), measure them, and introduce improvements. Every organization should have initiatives in this discipline, given that as Tommy & Clerius have clearly seen, it is the way to increase the efficiency and effectiveness of the processes that support the operation of any organization.

 

In Flokzu we offer a free trial of our Premium service for 14 days. We also offer free advice to help you set up the first process and start automating your processes, without pain.

 

You can also schedule a work session here to model a real-life process in your organization together.

 

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Sobre el autor

Felipe Demassi

Felipe Demassi

I am an Industrial Engineer passionate about continuous improvement and operational efficiency. My academic background is complemented with courses in programming, computer science, digital marketing, and business sciences. This strong foundation allows me to tackle business and technological challenges from a generalist perspective. In my current role as the leader of the Customer Success team at Flokzu, my primary goal is to ensure that our customers fully leverage our product and service to achieve their business objectives. To achieve this, I perform the following functions: I work on defining the team's strategy, designing operations that ensure our customers get the most value from our platform. I oversee operations and sub-teams, including customer onboarding, support, and continuous training. Internal Process Development: I define and improve internal processes, ensuring their correct implementation and constantly seeking ways to enhance them to optimize customer experience. Metrics Analysis: I collect and analyze key metrics related to product usage, customer satisfaction, retention, and growth, as well as team performance. Coordination with Other Teams: I work closely with other departments within the company and coordinate joint actions that benefit our customers. During my time at Flokzu, my team achieved remarkable results, including a significant increase in customer retention and earning the "Best Customer Support 2022" award by Software Advice. Before taking on my role in the Customer Success team, my experience at Flokzu was focused on the services team. As a process analyst, I led the management of software implementation projects, provided process consulting, training, and customer support, and acted as a liaison between the customer and other sectors of the company.

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