In more than one instance, opposite poles attract each other, from marriages to difficult colleagues at work. One person is usually organized, predictable and manageable, and the other one can turn out to be lazy, moody, or totally unpredictable, but these parings often end up being the best matches. The same is true between the marriage of something standardized and automated like BPM and something as messy as social media. The knot to tie them together is people. Engaging people to collaborate and be a part of the process is the secret to the happy marriage.
Sometimes businesses fail to recognize that one of their most important processes is in the crowd of all its messiness. The only way to get the process right is not asking just one person, but to let the crowd decide what’s right. Twitter and Facebook are just one part of it because to harness employees, the most efficient businesses listen to what they are saying. This does not just impact the operational processes, but also the management processes.
Monitoring and Altering Processes
Cash on delivery is a concept which is popular in India and was invented based on two notions: one of apprehension to pay online and the other out of convenience to pay in cash, by the general digital natives. For instance, a product I purchased online just reached my front door only to find that I am not home for next two weeks. The sensible business would have taken the action before the merchandise left the warehouse and could have avoided the waste of money and time. Continuous losses (through returning products) got the management worried enough to start understanding the real problem by monitoring social media and engaging with customers that can help drive customer centricity and customer loyalty. A simple change in process was enough to “Turn the Customers into Fans.”
It is one thing to be able to deliver the transaction of ensuring that a purchase order is automatically raised, but it is an absolute another to have the customer experience of that interaction between the employee and customer. TIBCO Nimbus describes this 21st-century, process-enabled enterprise in SSOs as ‘SOLA Power’ — the ability to manage the Service Level Agreement and the Operating Level Agreements together.
The Corporate Engagement: Shared Services
Social media offers a dynamic and open environment that is difficult to control. Scanning data from social media, customer feedback and discussions about a product can drive quality improvement, allowing organizations to target their customers with personalized and special offers.The process discovery tool like TIBCO Nimbus empowers the large number of everyday business users in the organization, enabling them to be more efficient in the way they work and hence, more effective in delivering value to the customers. Combined with a social collaboration tool, it is even easier for business stakeholders to communicate better and collaborate with their technical counterparts.
Customers are never just those people that buy goods and services from us, they are also employees, partners and suppliers that support our ability to operate efficiently. There is no greater impact on customer satisfaction than within Shared Services Organizations who are the business within a business, servicing every single employee in the company. Shared Service Directors and Process Owners are at an inflection point as they move managing the ‘transactions’ that they serve to the human ‘interactions’ they perform.
Collaboration to Discover a Process
Social BPM can be used by the company to reach out to their customers both internal and external, and engaging people who talk about the company with social media. This also serves as a platform to facilitate new processes or any changes to it. It can also effectively solve the debate about automating certain processes or keeping them manual.
The social media storm is here to stay. Social BPM is a powerful asset for a process-driven organization that will manifest itself in new and unforeseen ways. Getting the right information to the right person at the right time is what will help the organizations to come up with most developed process capabilities in their fields. Every successful organization must have a strong community resilient in the face of change, where people seem to do everything they can to continue to network, collaborate and share ideas.
For more information on shared services, check this out.