With advances in business-enablement technologies, explosive growth in data and the introduction of regulatory compliance policies, maintaining visibility of how well your organization’s processes are flowing poses a big challenge.
AIIM surveyed more than 150 business managers and C-level executives across the globe to understand how organizations adapt their business processes to manage complexities inherent in today’s Information Age.
Here are five of the key findings:
1: Who’s in Charge?
While 31% of respondents said the responsibility of ensuring the company’s processes are running smoothly falls on the shoulders of the line-of-business manager, 19% indicated it belongs to individual users. Another 19% admitted there is no one specifically responsible for managing processes within their organization. While it is reasonable to distribute responsibility and accountability, the reality is that defining operational process requirements is the responsibility of the COO.
2: Mind the Gap
Looking at the business issues organizations are trying to solve in relation to their operational processes, nearly 60% cited process delays as the number one problem. Inefficient process times are costly in terms of organizational responsiveness, compliance and risk mitigation and customer satisfaction.
3: Lacking KPI Analytics
When asked about the tracking measures used in relation to their business processes, 49% responded they are tracking customer responses. This indicates an increased focus on the customer experience. During the follow up question about how well monitoring methods work within the organization, 57% of respondents indicated monitoring customer responses as their biggest challenge. This denotes a strong need for improved methods of monitoring with tools that provide organizations with the visibility to make better, faster decisions that deliver a superior customer experience.
4: Missing the Big Picture
While 25% of respondents stated they have taken the necessary steps to measure end-to-end processes across their enterprise, many organizations still approach their process management in a piecemeal fashion. Less than half (44%) of respondents indicated they are only monitoring or measuring processes at the departmental level. In-house developed applications are further compounding this limited visibility issue with 48% of respondents indicating they have no ability to monitor in-house apps at all. When organizations lack the “big picture” view, it intensifies challenges to eliminate inefficiencies and to reduce risk and conditions of non-compliance.
5: Achieving Operational Excellence
In making operational excellence a reality, the majority of respondents (55%) indicated they are planning to use a process intelligence solution in the future. And, to gain that critical “big picture” view, 57% of respondents expressed the ability to focus on end-to-end processes in real-time, is an essential capability for the process intelligence solution they seek.
Get all the research findings here.