On July 10, 2016, Satya Nadella [Microsoft] wrote the following
Two years ago, we set out with an ambition to reinvent productivity and business processes. In a world of infinite information and computing and finite attention and time, we aim to help everyone get more out of every moment and change the nature of digital work within organizations of all sizes.
We pursue this ambition in service of our customers’ digital transformations. Businesses of all sizes in every country will not just use digital technologies, but become digital companies themselves. Each company is attempting to digitally transform to achieve the same four outcomes – to engage customers, empower employees, optimize operations and transform products.
I am encouraged by this – I am happy to see that Mr. Nadella sees the importance of processes. Whether you call it a process or not, companies are made up of processes, both formal and informal. Process management implies an ongoing effort to improve them.
I like the choice of outcomes that he identifies: engage customers, empower employees, optimize operations and transform products. I would add an emphasis on customer expectations management.
I think that many established companies get so caught up in their success that they think it will just magically continue. One of the best times to address your processes is when things are going well. You have the time and the money to look at improvement ideas. If you wait until you ‘have’ to fix your processes, you may not have the time and money – you may be too busy downsizing.
Applying innovation to process management is a great idea.
I find that many people view their processes through a narrow lens – it is the old ‘that is how we have always done it’ view. Take a different tack. Look at it from a different angle. Even better, bring in an outsider to view it. An outsider doesn’t carry any of the ongoing baggage which allows them to see other options.
A process innovation effort could be just the thing to increase your revenues…