When a business process culminates in a transaction that has the organization as the beneficiary, they will find a way or the other to keep track of it, and not let the ball drop. But, not so much otherwise. When you see a broken process, problem lies mostly with focus and priorities; not with their ability (technological or managerial) to manage processes.
Not all organizations may realize that some of the tweaks in policies and systems actually end up as the key determinant of the longer term direction that “organizational culture” takes. When tweaking systems and policies for shorter term goals, do not lose sight of the longer term effects on culture and mindset of people working in the organization. Systems and Policies of today are the organizational culture of tomorrow!
SLAs are great way to manage contractual obligations. One would hope that they would bring the much needed quality of service in business, but that’s unfortunately not the case. They are just not geared for “customer happiness”, They are designed, and used in a way, to keep the management from frowning! As far as I know, SLAs (or with a benefit of doubt, badly designed ones) are the root cause of mediocre services.
There are tools that have capability to do Process Management in structured manner, and there are tools with capability to perform dynamic case management. What you need depends on how you want to treat the situations and incidents. You want Case Management culture or Process Management culture – that’s the key. Everything could be treated like a case, and everything could follow a process. What do you want?
[tweetmeme source=”ashish_bhagwat” only_single=false] A quick update on what’s up at Eclectic Zone… Last week, I have started blogging at Redux Online as guest blogger. I feel excited about being able to share my thoughts through more channels. I already have few posts there, check them out! There’s one on BPM-SOA confusion titled “And We Thought […]
IBM have published a new research topic and standard called BEDL (Business Entity Definition Lanuage), the theme is Data4BPM. But, this is Data modeling redux. And please do not call this as Data4BPM – right concepts that always existed but not applicable to current state of BPM! Read to know why…
Post the ban on plastic shopping bags, many retailers have resorted to selling bags made of alternative materials. What they do not realize is that a decision to not offer it for free or for an amount of sale hurts their business more than they realize! Huge price to pay for few thousand bucks on shopping bags.