Communication Skills for Business Process Management Professionals


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Clearly explain the value proposition and strategic value of Business Process Management to top management. Make a successful business case for BPM implementation to automate department and company wide processes.

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Communication Skills for Business Process Management Professionals

  1. 1. Communications Skills for Process Professionals: 8 key business cases Mac McConnell, VP Product Marketing ©2013 Bonitasoft
  2. 2. Process professionals can (and should) advocate for BPM • BPM implementation often begins and grows locally • The middle and lower rungs of an organization quickly see direct benefit, and process owners and users are often the ones pushing the BPM agenda • But wide-spread adoption needs the buy-in of top management ©2013 Bonitasoft 2
  3. 3. Audience Poll 1 – Who is trying to sell process improvement internally? ©2013 Bonitasoft 3
  4. 4. How to talk to the C-Suite about BPM? • By directly addressing the issues that top managers are concerned with • We will help you address 8 of them over the next 30 minutes. ©2013 Bonitasoft 4
  5. 5. Show how BPM offers strategic value “It’s not about you.” • Your processes can be automated and your people can be more productive, but what does that mean to the corporate strategy? “It’s about the business” • BPM can be applied throughout the company to improve corporate governance, company sustainability, and the bottom line through improvement of operational performance ©2013 Bonitasoft 5
  6. 6. Use BPM to improve… • Company-wide efficiency • Corporate governance • Operational excellence • Customer experience • Agility • Risk management • Collaboration and employee motivation • ROI ©2013 Bonitasoft 6
  7. 7. Case 1 BPM offers company-wide efficiency 7 BPM can show how the entire company operates Clear visibility of operating processes means top management can make key decisions faster and with better information
  8. 8. Case 2 BPM offers better governance through measurement 8
  9. 9. • Apply BPM methodology to any organization or process • iterative process of continuously planning, doing, measuring, learning and improving • Implement a BPMS as a tool – monitor efficiency – report improvements with actual measurements • Business processes and existing ERP, CRM, and other systems can be linked through BPM – end-to-end traceability and continuity ©2013 Bonitasoft 9
  10. 10. Case 3 BPM leads to operational excellence 10 • When an organization is achieving good results, use BPM to capture how • Replicate successful processes elsewhere • Quickly identify bottlenecks, understand causes and apply fixes • As process after process improves, the company improves efficiency. Often this leads to cost savings • Adapt successful process to local needs
  11. 11. Case 4 BPM improves customer service ©2013 Bonitasoft 11 • Capture customer feedback from multiple channels and use it for improvement • Increased consistency of service leads to higher customer satisfaction, and more sales • Setting and managing customer expectations is easier when you know what has happened (and what will happen)
  12. 12. Audience Poll 2 – What are the arguments against process projects? ©2013 Bonitasoft 12
  13. 13. Case 5 BPM enables agility 13 Anticipate changes and act before competitors With clear, robust and efficient processes, your company is better prepared to tackle market challenges
  14. 14. Case 6 BPM reduces risk BPM formalizes processes and ensures traceability to show compliance with standards and regulations Formal processes reduce the risk that an employee might miss audit-critical steps More difficult to bypass validations and controls ©2013 Bonitasoft 14
  15. 15. Case 7 BPM improves collaboration and employee motivation ©2013 Bonitasoft 15
  16. 16. • Involving all process stakeholders helps employees better understand business goals and strategies • Business and IT work with the same tools • BPM leverages communication tools: social, email, and more • Mobile processes enable people to work together from anywhere • Involvement and engagement boost employee motivation, a critical factor in retaining top talent ©2013 Bonitasoft 16
  17. 17. Case 8 BPM shows clear ROI ©2013 Bonitasoft 17 BPM doesn’t need a large up-front investment to show results Identify data needed to measure productivity and cost savings and build them into BPM processes Monitor processes and report improvements clearly with actual measurements
  18. 18. What’s important to your top management? • Company-wide efficiency • Corporate governance • Operational excellence • Customer service • Agility • Risk management • Collaboration and employee motivation • ROI ©2013 Bonitasoft 18
  19. 19. with BPM, the entire company gets a well-oiled operational machine more satisfied customers more motivated and productive employees ©2013 Bonitasoft 19
  20. 20. When speaking to the C-suite about BPM… • Speak to their strategic priorities – How does BPM implementation support key strategic goals? – How does your specific BPM implementation support one or more of those goals? • Offer objective measures. Show how BPM will – monitor both efficiency and KPIs – report improvements with measurements ©2013 Bonitasoft 20
  21. 21. Parts of a BPMS that make executives comfortable that you are on the right path Show and Tell ©2013 Bonitasoft21
  22. 22. Easy Explanation = Process Diagrams ©2013 Bonitasoft 22
  23. 23. Easy Understanding of Next Steps = Portal ©2013 Bonitasoft 23
  24. 24. How Many = Measuring Department Workload ©2013 Bonitasoft 24
  25. 25. How Long = Measuring Process Efficiency ©2013 Bonitasoft 25
  26. 26. Who = Looking for Bottlenecks ©2013 Bonitasoft 26
  27. 27. More information • Download Speaking to the C-Suite About BPM, by Ruth Cernes Fagebaum, VP Sales and Alliances, Bonitasoft • The Bonitasoft blog: Selling BPM to Executive Management • On BPM Leader: – Selling BPM Projects “from the bottom up” Part 1 and Part 2 • On the Process Excellence Network: – When does BPM become a C-level Concern? – 4 Lessons from a Salesman on Selling BPM ©2013 Bonitasoft 27
  28. 28. ©2013 Bonitasoft 28 CORPORATE WEBSITE Product & Services descriptions, References, Webinars, White papers OPEN SOURCE COMMUNITY Forums, Contributions, Source Code bonitasoft bonitasoftbpm gid=3182097 bonitasoft Thank you, and… STAY CONNECTED WITH US!