Gartner analyst John Dixon said, “A key theme in our BPM predictions is the rising focus on making business process improvement (BPI) a core competency of the organization, and on the capabilities and tools required to gain that competency.”
He said, “Increasing process skills in the Global 2000 will further separate the companies with enlightened process experts from those that are simply competent in the basics, and will intensify the negative repercussions and devastating consequences from public exposure of process weakness.”
“Many detectable process defects remain undiagnosed throughout the Global 2000, even though today’s state-of-the-art BPM practices and technologies could spot many of these issues before the damage is done,” said Gartner.
Even if you’re not sure you want to embrace BPM as a core competency, it is still in your best interest to make your processes more efficient and effective – Especially those processes that touch your customer.
Why, you ask? It is no longer good enough that you have happy customers. Today, your customers must be ecstatic. So, what’s the difference?
- A happy customer does some amount of business with you annually.
- An ecstatic customer is the person who brings you new customers through referrals and who sticks with you through thick and thin.
This makes it important to visit the processes that touch your customers. What can you do to make it easy for companies to do business with you? How can you help them solve their problems? How can you encourage referrals?
Everyone wants to run their company effectively and efficiently. If you can make your ‘mission critical process’ more efficient and more effective, then you can expect lower costs, increased revenues, and improved customer relationships. Make BPM your core competency.
What is your core competency?