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Navigating BPM Implementation in Customer Service

Discover insights from the latest episode featuring the three Process Philosophers as they delve into overcoming skepticism in BPM implementation and fostering process competence in customer service departments.

A new podcast episode of Die Prozess Philosophen was published on Nov 07, 2024 with the original title:

Episode 23: BPM Implementation Challenges in Customer Service

Overview:

In the latest episode of Die Prozess Philosophen, the hosts discuss the challenges of implementing Business Process Management (BPM) in a global manufacturing company’s customer service department. They exchange ideas on stakeholder engagement, the role of technology, and how to nurture a BPM culture within organizations.

Core content:

  • The podcast addresses the skepticism that often accompanies BPM implementation, especially in customer service settings.
  • Hosts emphasize the importance of management support and ensuring that customer service teams understand BPM methodologies.
  • They explore the dual focus on IT tools, like Camunda, and the necessary cultural shift within teams to adopt BPM practices.
  • Discussion includes the need for a centralized BPM unit to guide and standardize processes across departments.
  • The episode highlights practical steps to prove BPM’s effectiveness, encouraging a more hands-on approach to gain buy-in.

Learnings:

  • Listeners will learn how to effectively engage stakeholders during BPM adoption in customer service environments.
  • The episode explains the critical role of a supportive management structure in fostering a BPM culture.
  • Practical strategies for demonstrating BPM value through pilot projects are shared to drive interest and participation.
  • The podcast outlines how tool selection must align with broader organizational objectives and culture.
  • Insights into building a community of BPM practice within organizations are discussed, emphasizing cooperation and ongoing learning.

The original content was published in German.

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