BPM and IT: Can You Bridge the Gap?
by University of San Francisco
Many firms have implemented business process management to analyze and optimize their processes and fine-tune overall performance – vital steps when competing in today’s aggressive environment. Turning a company’s focus to BPM often results in increased productivity, reduced costs and enhanced customer relationships.
To make the most of the BPM model, it must be connected to all critical activities, including technology. BPM is not intended to be a one-time project with a start and a finish. It is meant to be an ongoing practice of refining a business’s operations in response to changing conditions in its industry, market or the global economy.
Yet, some firms face challenges with BPM, particularly when initiatives are led solely by business management, rather than with a company-wide focus. Integrating information technology (IT) with BPM is essential to fully leverage the competitive advantages resulting from this model, including:
- A more flexible system
- Better supplier relationships
- Improved communication among staff
- Enhanced consumer satisfaction
Let’s examine each of these areas.
Integrate IT with BPM for a More Flexible System
Businesses today need real-time information and data, which rely on flexible, robust IT systems. A BPM system tied to automated IT processes will better support the information flow required by users across the enterprise. Web-based workflow management software can save a company time and money, involve more employees and business partners in the process, and easily integrate with other business applications, from distribution management, to compliance, to payroll. Data and management tools can be accessed through wireless devices to accommodate user needs.
Improve Supplier Relationships with IT plus BPM
Establishing strong relationships with suppliers is another competitive advantage. Connecting electronically with suppliers means quicker response to changing market conditions and customer demand. By integrating IT into BPM, a company can closely collaborate with its partners, sharing business processes and information – to communicate instantly and take action immediately. For example, when an appliance manufacturer’s main parts supplier can access the company’s inventory data, shipments can be set up to automatically hit predetermined just-in-time inventory levels. But IT isn’t only there to provide data processing; it can also help the communication process.
IT Supports Business Communication
Many of the roadblocks and detours on the way to optimum business process management have a common denominator: poor communication. Using the power of the Internet to empower employees can save time and money, as well as avoid the pitfalls that result when instructions are misunderstood, deadlines are not communicated clearly or assignments are mishandled. When all stakeholders, project managers and team members have real-time access to the same information and data, the chances for miscommunication are greatly reduced. Online project management is one of the best examples of the agility a business gains by integrating IT with BPM. Another is significant improvement in customer satisfaction.
Technology Helps Businesses Meet Consumer Expectations
Throughout the history of business, improved service has led to better customer retention and satisfaction. Today, technology plays a primary role in gathering, measuring and analyzing customer data. It provides a clear path to understanding motivations and demands, in order to better meet customer expectations.
Countless firms have invested in technology-based solutions, such as customer relationship management (CRM), which are best utilized when integrated with BPM. Why? Because when customer support staff have access to integrated systems, rapid and thorough responses are possible. Technology also serves to enhance customer relationships by decreasing wait times, resolving inventory issues and providing automated, easily followed procedures. However, the speed and convenience of integrated systems can also lead to higher security risks.
Web-based BPM Requires IT Security
While web-based BPM is a viable choice for forward-thinking organizations, it is not without risk. When implementing web-based workflows through multiple locations and servers, proper security precautions must be followed. Security measures typically include controlling user access, utilizing appropriate encryption algorithms and implementation of digital signatures. The challenge for IT is in making systems accessible to approved users, but not to the competition, hackers or restricted users.
Integrate IT with BPM
Keeping communication and information flowing, enhancing relationships with suppliers, improving customer satisfaction and increasing flexibility are just a few of the ways the IT-BPM integration model works. Businesses that choose to bridge the gap between IT and BPM are positioned to improve performance and leave the competition behind.
About The Author: This article was submitted by the University of San Francisco’s higher education program, which offers an online master certificate in business process management and internet marketing. For more information on the courses offered please visit http://www.usanfranonline.com.
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