The difficulty in achieving process standardization and harmonization is convincing people to adopt them in a consistent way and to remove unnecessary variability. In this paper we have identified five of the BPM components that have been shown most important to accelerate this business process standardization and harmonization. This in turn enables agile customer service in a digital world. It highlights how important it is to implement a pragmatic BPM-Discipline addressing both the ’science’ of robust process management AND the ‘art’ of engaging and motivating people to change their behavior.

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