Business process management (BPM) being the organized plan that a business implements with the goal of making the business workflow efficient and well-organized, creates room for an entity to adapt to the continuously shifting market environment. Customer experience on the other hand, has two core elements being perception and interaction including- how the customers perceive, and how the company interacts with them.
There are a number of different Business Process Management frameworks in the market today. For instance, horizontal frameworks are on the design and growth of the business and usually focus on technology. The Vertical framework focuses on definite corresponding tasks and have already been outlined, thus are readily configured and organized. The Full-service framework has five features namely; Process discovery, modeling and design, Simulation and testing.
The question, therefore, is: how the two are related? The following demonstrates how an ideal business process management Plan has the potential to continuously improve customer experience. It further outlines key steps to be considered while formulating and implementing a plan for business process management.
The goal of business process management is therefore to reduce errors by human beings while at the same time, directing the stakeholders towards the required standards of performing their roles. Proper business process management translates into the continuous optimum performance of an entity in its operations. This then leads into a smooth-running, hence better and continuous improvement of customer experience.
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