A Business Process Management (BPM) project is a complex project in any organization as it touches on an organization’s business and revenue models. BPM is the essence of any organization and consequently, anything that would impact an organization’s business processes cannot be handled casually. This is why it is critically vital to ensure that once a BPM project of any nature has been started, it is successfully progressed through from the initial stages to effective completion.
This makes it apparently clear why skillful management of the customer or organization whose business processes are under review is a crucial component.
We have identified the best practice approaches that are used to manage customers within BPM projects with a view to ensuring success in those projects. We have also tested these approaches at organizations where we have undertaken BPM projects.
We carried out a study that concluded that establishing the best ways to manage a customer within a wider BPM project may be approached from some particular best practices, which have been known to achieve successful outcomes in BPM or similar projects. Special focus has been placed in the handling of the people involved in BPM projects as part of BPM customer management. This is primarily because BPM is about business processes execution, re-engineering or re-design, all of which would impact heavily on the organizational culture that the people in an organization have been accustomed to over time.
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Anything touching on business processes directly impacts the day-to-day routines of the people who execute those processes. This is why change management among the people who interact with the affected business processes is also a critical success factor for any BPM project.