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.
