ARCHITECTURE OF BUSINESS PROCESSES: APPROACH TO INNOVATE PROCESSES SERVICES

By this time we remember the approaches approaches engineer Frederick Taylor and Henry Fayol who presented (1915) its proposals known as “The Principles of Scientific Management” and “Administrative Process Approach” respectively; with a clear focus on the specialization of tasks, analysis of time and motion, how to organize an industrial company, documentation of processes, functions and procedures with the aim of producing tangible products in series, among others, which meant a great advance in the industrial revolution for companies to evolve significantly until today.

However, it became parallel clear that there are types of companies that do not deliver tangible products and have a high relationship with people not only in the design and delivery of intangible “SERVICES” but the benefit it produces to final consumers “CUSTOMER” . This service industry has grown significantly in recent years been instrumental in the development of the economies of Latin America.

No clutch, the desire results, the dynamics of economies and poor analysis around the customer caused the system processes designed to develop tangible products accurately be adopted to address the needs of intangible products (services); ignoring realities such as usability, need and customer satisfaction, market analysis, customer emotions, the expected experience and strategic analysis of options; present in actual consumers of the new industrial revolution really customer-focused services, user, consumer, patient or traveler characteristics.

The adoption of these models for the service industry without adequate understanding of reality, led to that count today with high number of complaints and claims from customers related to the way services companies fail to comply systematically their promises of value despite large investments made and in some cases the explanation on leaving the important and promising market entities.

Every day we hear news, social networks, voice of customers, from experience or information that lies in sectoral databases on grounded in services failures which have the common thread which is the way they understand , design and manage processes Airlines, Clinics and Hospitals, Banks, Insurance, Tolls, payments to pensioners, supermarkets, Tramites with the state, colleges and universities, among others.

business-process-management-header

In this context companies already evolved these reflections were made and decided to refocus its strategy:

What is the operating model and service model that the organization needs for these times and those that come from?

Are business processes are really aligned with the strategy?

Are processes designed to meet the needs of our customers were conceptualized really thinking about the customer?

What through manual processes and procedures can fulfill the promises of value and achieve the strategic objectives of service?

Are our partners clearly understand how contributing to the business?

Is there really a customer-oriented culture and to offer a memorable experience?

To meet this challenge, we must know that the service industry now has models, methodologies, knowledge and technologies that effectively support processes and among which mention below.

Business Process Management (BPM) and Business Process Management is a business discipline that allows conceptualize, design and implement processes across the board, fully aligned with the strategy and with a focus on the external and internal customer. Its adoption allows organizations to mature traditional systems processes and departmental documentary approach to a model of Business Process Architecture (APN) integrated with transverse processes and adequate operating performance; in which the entire organization works collaboratively.

With a project of Business Process Architecture (APN) well conceptualized in which the missionary efforts and support processes are integrated; organizations can access solutions such as Business Process Analisys (BPA) and Business Process Management Suite (BPMS) to model or automate business processes cross respectively, integrating with technology that currently owns the organization.

Standardized Process (MEP) Model is a methodology developed by COBA Group to design an NPC in eight (8) levels deep fully aligned with the strategy then lower a day-day through a model of operation.

These deep levels of APN involves: value chain, process map, macro-, processes, sub-processes, activities, tasks, risks and all integrated operating structure by transverse processes aligned to the strategy allowing a holistic approach to the operationalization.

bpm-image006-104197

A platform BPA (Business Process Analisys) typically administered from a single repository information of the strategy, processes, risks, controls, data, systems, infrastructure, roles, organizational structure and auditing enabling the integrated elements above analysis and simulation process for decision making by reducing normal uncertainty of globalized markets, the changing regulation and the changing expectations of customers and the business.

A platform BPMS (Business Process Management Suite) supports the organization to automate a transverse process orchestrating manual activities that are systematized in its core banking which significantly reduce the time and cost of processes, increase control, improve the experience of our customers; allowing employees are focused on activities that contribute to the business. You are achieving their purpose platforms incorporating the cross-cutting approach and modeling based on the international standard BPMN (Business Process Modeling and Notation) processes.

Organizations in Latin America have been applying these concepts in different sectors have achieved among other beneficial: standardize their processes with flexibility for increased productivity, improve efficiency and process efficiency, improve service and experience with client Facilitate compliance with legal requirements, reduce operating costs, significantly reduce the customer complaints, Align Strategy, Process Architecture and Human Resource contributions to higher purpose.

These concepts have been applied with great success in different processes such as granting credit, portfolio management, collections, purchases of goods, human talent management, financial, student enrollment, issuing policies, medical emergencies, linking customers, audit, logistics, help desk, care procedures and PQRS among others; in organizations of all sizes and industries.

By way of illustration we can cite a bank that acquired software that worked properly in 50 other banks in Latin America, however after six (6) months of effort the project could not start. After an evaluation and a draft business process architecture (APN) it could align with the new software, put into operation before the originally scheduled time, reduce the value of the project and substantially improve customer satisfaction.

AutomatizacionBPMS

The main challenge of the organizations are based basically be willing to rethink their processes to meet departmental needs and innovate with transverse processes to meet the needs of customers in which the customer has is the main actor.

To approach it with success you need to have properly trained and qualified people to mature the system processes and proper management of change so that it is not understood as a technology project, but a strategic initiative to transformation and operational excellence for achievement corporate objectives and ensure sustainability.

Coba Group – CPAAI supports organizations to reflect, assess and mature the current system processes, to build a solid Architecture Business Process based on international standards that allow it to achieve its objectives with an excellent performance of human talent and aligned management systems (ISO 9001, ISO 14001, OHSAS 18001). We understand that: Operational Excellence = Strategy + Process + Architecture + Human Resource Risks

ARCHITECTURE OF BUSINESS PROCESSES: APPROACH TO INNOVATE PROCESSES SERVICES

Uso de cookies

Este sitio web utiliza cookies para que usted tenga la mejor experiencia de usuario. Si continúa navegando está dando su consentimiento para la aceptación de las mencionadas cookies y la aceptación de nuestra política de cookies, pinche el enlace para mayor información.

ACEPTAR
Aviso de cookies