When we started working on ARISalign, we spent a lot of time thinking about who can potentially contribute value to a process improvement project and who should be involved as a result.
Business & Tech analysts, Process Modelling experts, developers and IT architects are certainly involved in most, if not all, BPM projects today – especially when it comes to process automation. But what about the people who participate in a process as part of their day-to-day job? They are the ones that know exactly on a detailed level how a specific part of a process works. Mr. Jones who reviews incoming orders can tell you the review criteria that are important and he can tell you what needs to happen next with the order. Ms. Smith who works at the airline desk at the airport knows what needs to be done when a customer wants to change a flight or upgrade their booking from economy to business class. This information is vital as you need to understand the detailed specifics of the as-is process if you want to be able to improve it.
How do you collect this information today? Is it all done by a business analyst or process expert that performs interviews with folks that work in the context of a process as described above?
Who, in your opinion, is this process participant persona? How would you describe it and what do you think are the biggest challenges in terms of involving that persona in the journey of process improvement?
Let me kick this off by sharing some of my thoughts. The typical process participant is:
* A business user, not a technical expert
* Not a process expert and as such not interested in BPM notations or process modelling
* Someone with subject-matter knowledge
* Typically tied up in day-to-day work that is directly relevant to the business and doesn’t have a lot of time to spend on BPM or process improvement
* Interested in what the outcome of this process improvement initiative is and how it is going to impact the current working routine
I am curious to see what others add to this list. Why am I even asking these questions? Because I think it is critical to understand who you are working with if you want to get more out of it than misunderstandings and frustration