Starting with Customer Value

I have had several conversations recently where I have been asked to describe what I do and what is Business Process Management. As part of the reply I have referred the inquisitive person to this website, however I realised that there was no simple description of BPM here – until now.

The Executive Guide to BPM provides some basic information about Business Process Management and what I see as being key to implementing BPM. This page will also be a springboard to a number of artefacts that I will be creating about Process Management and how to implement it!

While writing the guide, I realised that many of the concepts will require further explaining, along with a few good stories to support them. This is a story about Process Thinking and understanding Customer Value.

Eating out in Canberra

A few years ago I was in Canberra for a training session ran by Roger Burlton, a large group from the class went to dinner at a local restaurant. At the end of the evening we all pooled our money and went to the counter to pay.

One of our group was visiting from overseas and needed to separately pay for and get a receipt for their meal to be able to claim a refund from their organisation.

The restaurant had a “We do not split bills” policy, we asked nicely if we could pay for this one meal separately and explained why. The proprietor was serving us and he was sticking to his policy. After some back and forth conversation he was heard to say “It is my restaurant – I set the rules”. By the end of the conversation, he had finally agreed to separately charge for this meal – if we agreed to pay a very small processing fee (we are talking $1 added to a $500 bill).

This is a great example of a policy that is focussed on efficiency, however it clearly destroys customer value – which do you think is better for the business long-term?

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