As a result of having little to no visibility into business processes, many companies have turned to the integration capabilities of business process management tools. In the Aberdeen Group benchmark report "BPM and Beyond: The Human Factor of Process Management," so-called Best-in-Class companies are working to build an information culture around BPM usage.
"This culture delivers capabilities to a wider audience," says Michael Lock, business intelligence research analyst at the Aberdeen Group. "It also addresses human factors that drive the relationship between process management and operational performance." Best-in-Class companies were derived from the top 20 percent of the aggregate performance scorers in three Key Performance Indicator areas: operating cost, customer responsiveness, and process efficiency.
Companies that were able to leverage a wide array of organizational capabilities were able to drive marked improvements in customer service and process waste reduction. "We have more than 50 business processes that have been automated using BPM. Our experience with implementing, upgrading, and automating new business processes using BPM is getting better and better as our organization matures and the technology evolves," says Venkatesh Yadav, information technology architect for Adobe Systems Canada.
Source: CRM Buyer
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