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Viewpoint Blog

What’s new in Business Process Management and Business Analysis

Understanding Customer Needs and Innovation Using Business Process Techniques

Harvard Business School professor and leading management thinker, Clayton Christensen has popularised and applied the concept of “jobs-to-be-done” to discover customer needs and opportunities for innovation. He has applied this idea to fields as diverse as education, healthcare and self-help. The concept is that people “hire” products and services to get a job done. Office workers hire word-processing software to create documents and digital recorders to capture meeting notes. Surgeons hire scalpels to dissect soft tissue and electrocautery devices to control patient bleeding. Farmers hire herbicides to prevent weeds from impacting crop yields.

This might sound obvious, but there is seldom a systematic approach to finding out exactly how customers get a job done so that innovation, even disruptive innovation, can be used to help people and companies get the job done in the quickest, most efficient way possible.

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How to Classify Your Processes to Structure Your Business Process Architecture

A useful way of classifying business processes is to identify and define core, support and management processes. Business process classification is important to be able to develop an effective business process architecture.

Core processes are end-to-end, cross-functional processes that directly deliver value to external clients or intermediaries. Core processes are often referred to as "primary" processes as they represent the essential activities an organisation performs to achieve its goals and objectives, fulfil its mission and attain its vision.

These processes make up what is called the value chain, which is the set of high level, interconnected core processes each of which adds value to the product or service. The value chain creates and delivers the product or service, which ultimately delivers value to customers.

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Our Business Process Management (BPM) Approach

In order to improve and optimise business processes and provide maximum value for process customers, we have developed an approach to BPM called the Viewpoint® Business Process Management (BPM) Methodology. This methodology is applied at two levels, the enterprise level and the process level.

At the enterprise level we conduct six activities, these are:

Communicate Business Process Management principles, concepts and benefits to senior management. This involves the full briefing of senior management to adopt the process view and support BPM initiatives. It also involves regular communication with senior management regarding the necessity for BPM and benefits achievable from BPM projects.

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