From a posting by Max J. Pucher…
Let’s not forget that business processes represent business knowledge and therefore Peter Drucker’s following warning applies:
“Knowledge is different from all other resources. It makes itself constantly obsolete, so that today’s advanced knowledge is tomorrow’s ignorance.”
Which means that some process that is good enough today will be obsolete tomorrow. Standardizing processes may seem to be cheaper but it actually dumbs down your business. Change programs as part of BPM initiatives are restrained by the complexity of flow-diagram analysis and the need for experts to implement those processes.
Certainly, knowledge makes itself constantly obsolete. However, that doesn’t mean a good process will be obsolete tomorrow. It depends on how you go about business process management.
I believe that if you are going to be committed to process management, you must also be committed to ongoing process improvement. In this scenario, processes will not be static, but constantly changing [hopefully improving].
I also believe that companies go through some process for improving processes. It is likely informal but it could be formal. I would suspect that there is also some process for implementing case management that could be made formal.
You can design a process in such a way as to be able to adapt to ad hoc events. If an ad hoc event appears a few times, then maybe it should be formalized. This is all a part of process improvement.
That’s just my opinion, I could be wrong. What is you take on the topic?