Why do companies use BPM?
Companies see process management as the basis for digital transformation. However, customer orientation is not sufficiently in focus. This was the finding of a BPM study in the DACH countries.
The economic success of companies depends to a large extent on the extent to which they can meet the fast-moving wishes and demands of their customers in the digital world. Not all companies are aware of this: although most of them are actively engaged in digital transformation and also recognize that business process management (BPM) makes it much easier to implement the necessary changes within their organization. At the same time, however, only a few have their customers' satisfaction sufficiently in mind in the process. These are the key findings of the second joint BPM study by the management consultancies BearingPoint and BPM&O based on a survey of 174 companies from various industries in Germany, Austria and Switzerland.
Companies use BPM to successfully master digital transformation
In view of the digital transformation, companies are faced with the challenge of developing digital business models, products and services, making the organization more agile, digitizing processes and redesigning them to be customer-oriented. More than three quarters of the companies surveyed (77 percent) have recognized that process management is an essential basis for successfully implementing digital strategies and initiatives. It is therefore not surprising that 81 percent of respondents currently consider BPM to be an important or very important topic, as the authors of the study state. This assessment is confirmed in almost all industries. In the financial sector, mechanical engineering and public administration in particular, the topic is gaining in importance.
"Companies are investing a lot of energy in realizing digital strategies. Nevertheless, it is evident in some companies that the implementation and operationalization of digital initiatives are hindered by a lack of coordination and a lack of consideration of processes. Therefore, companies should use BPM and its building blocks to promote holistic implementation and establish sustainable collaboration between the digital, process and IT communities," recommends Matthias Höhne, Partner at BearingPoint.
Customer orientation is not yet sufficiently in focus
The main drivers of digital transformation are rapidly changing customer expectations and user behavior. Nevertheless, only two-thirds (64 percent) of the companies surveyed named increasing customer satisfaction as a goal of BPM. This means that this goal is only in sixth place for them - and this despite the fact that 86 percent of respondents confirmed a reduction in customer complaints and 85 percent confirmed higher customer satisfaction thanks to BPM. Companies focus much more frequently on cost savings (78 percent), increased transparency (74 percent) and standardization (74 percent).
"Rapidly changing customer expectations in the context of digital transformation require business models, services and processes to be clearly aligned with the customer. Companies recognize this, but often lack a holistic view and understanding of how customer and process orientation complement each other. Comprehensive process management can strengthen customer orientation by linking internal and external processes, as well as increase responsiveness to changes in customer expectations," comments Sven Schnägelberger, Managing Director of BPM&O.
More information about the study
