It is useless to use metrics exclusively oriented to financial and operational aspects because they do not show the capacity of the processes and the organisation in relation to the client.
How is your organisation doing to capture the customers’ needs (such as accuracy, responsiveness, service, speed, integrity)? and, how are your companies process going to be efficient and effective so that it can successfully compete in the market?
If you can not quantify the business results of your BPM projects, you are unlikely to be able to reap long term benefits from them or gain support for future initiatives.
In this post, I list 7 good practices that organisations should carry out as they begin their improvement initiative.
1. Focus on Results
Measure the results delivered and identify the most valuable contributions. Make sure that all parties agree on the definition of a good result.
2. Limit the number of measurements
Do not spread your efforts and focus on the measures of greatest impact. The use of more than two and less than five is the recommended number of measurements.
3. Set specific and clear goals
For example, instead of saying «Customer Service Improvement», set a specific goal and a schedule for its completion. Make sure everyone knows and understands these goals.
4. Measure current performance
It is difficult to demonstrate how far the business has accomplished without knowing where you aim to emerge. Establishing a relevant and accurate line of insurance and not having a clear picture of the current state, will also make it more difficult to decide future improvements.
5. Metrics link to strategy
Efforts of BPM must align with business strategies and help meet the high-level goals of the organization.
6. Look ahead, not just backward
Metrics that predict outcomes can help you take timely action so that you can quickly change the course of economic, competitive, or market behaviour.
7. Create visible and accessible metrics
Each objective must bring value to the business and people must feel identified with the results, so that the measurements of these will guide them within the organisation.