When change conditions the wrong behaviours; consider your culture when performing BPM

I heard a couple of interesting real-life stories recently about how changes in process, facilitated only for the need to make things slicker and more productive (take heed Sigma boys) actually prevented the organisation from caring about it’s Number 1 fans: the customer.

A case in point: in order to get through as many policy enquiries a day, the usual linear process studies were conducted and a ‘reasonable expectancy’ time was derived for the amount of time is should take to service a query. Happily implemented, productivity increased, basic BPM success, job done. Unfortunately this created a certain set of behaviours with the staff and any real human element was driven out for the sake of getting through the work as quickly as possible.

Even call monitoring was fruitless to pick this one up because enquiries were whittled down to the simplest of grunts, I mean responses….

And so, Mrs X calls in.

“Hello, I’m not sure I’m through to the right department, my husband died a couple of weeks ago and we have multiple policies with you so how do I go about changing the name on them all ?”
“What’s the policy number……” 

If you fail to see what’s wrong with this, then I suggest you find another profession.


3 responses to “When change conditions the wrong behaviours; consider your culture when performing BPM

  1. The round circle in the BPMN model says start process not show empathy. Process makes things robotic. Provides good structure but robotic.

  2. Well, I don’t know about anyone else but a constant theme in the BPM certificate course from U of SF (which I complete this week) is *customer focus*. Process that is not based on serving the customer will be robotic. Process that is driven by what it takes to meet the customer’s needs will be empathetic.

  3. I’d like to see some empathetic software being sold. In fact, I wish in their sales copy they talk about the human side. Customer focus theme in BPM? Sounds like CEMM…

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