Business Process Transformation is not a project, it's a mindset.

Welcome to the transformative world of Business Process Optimisation (BPO)—a critical pillar of the journey to business transformation.

In this blog, as we aim to shed light on the importance of increasing awareness within an organisation and to foster the correct mindset for embracing the opportunity that digital transformation brings to improve business processes.

In a nutshell, BPO is crucial to business transformation success. Transformation is an ever evolving process, and by the same token, improving the way one works does not stand still just because the initial transformation project has come to an end. A cultural shift is required to see process transformation as an ongoing endeavour - one that starts early in the transformation journey, and continues long after the project 'phase' is over. But before we can even begin to cement this mindset, it's important to elevate the awareness throughout the organisation of the opportunity that digital transformation presents, which begins with the recognition that process inefficiencies are harming the business, that there's considerable scope for improvement, and that crucially, there is a collaborative incentive and desire to drive positive change for better business outcomes.

Identifying and eliminating inefficiencies lays a solid foundation for successful business process transformation.

If you know anything about marketing then the expression 'Top of Funnel" is a term you'll be familiar with. It is often used to describe the initial stage of the customer journey, where potential customers become aware that they have a need or a problem, and are searching for a product, service or other solution to plug the gap. In the context of business process optimisation (BPO), it is more of a workforce journey, a concept that, although somewhat metaphorically, could be used to describe the initial stages of recognising and accepting the need to tackle business process inefficiencies for the good of the organisation. After all, you cannot improve something that you either have no knowledge of or choose to ignore.

So in what ways can organisations proliferate enterprise-wide awareness of the importance of BPO?

• Recognition of Inefficiencies: At the top of the funnel, there is a need to become aware of existing inefficiencies or bottlenecks in executing business processes. This could involve identifying areas where resources, time, or effort are being wasted, leading to decreased productivity or soaring operational costs, which may initially be difficult to quantify.
• Defining Goals & Outcomes: Still at the top of the funnel, you're setting the stage for the rest of the optimisation process. Clearly defining the goals and desired outcomes of the optimisation effort is crucial. This could involve setting targets for improved efficiency, operational cost reduction, better customer satisfaction, and so on.
• Stakeholder Engagement: Just as marketing aims to engage potential customers, business process optimisation initiatives, if they are to succeed must involve engaging stakeholders within the organisation. These includes C-class leaders, process owners, departmental heads, operational staff across the business, as well as alignment with IT. Creating awareness among these stakeholders about the need for optimisation is crucial for obtaining buy-in and cooperation to support and collaborate on process optimisation projects.
• Educational Efforts: Similar to how marketing campaigns educate potential customers about products or services, there will probably be a need for education within the organisation to help employees understand the importance and benefits of process optimisation. This could come in the form of workshops, training sessions, collaborative tools & forums or internal communications that discuss why change is needed and emphasise the benefits to be gained. This will also help quell any pockets of resistance.
• Creating a Case for Optimisation:  Just as marketing creates a case for why a product or service is valuable to customers, the organisation needs to create a compelling case for why the process optimisation effort is valuable in the first place. This could involve showcasing potential benefits, ROI and business value calculations, and the positive impact on overall business objectives.
• Exploration of Solutions: Just as potential customers explore different solutions to their problems, the organisation should start exploring various approaches to optimise the identified processes. Traditionally, this would have involved brainstorming sessions and seeking input from employees, but today the focus is very much on data-driven insights, which removes subjectivity from the equation. This comes from cutting edge process mining, process management and process intelligence tools, which are becoming increasingly indispensable for businesses in their quest for operational efficiency.
• Data Collection, Process Mining and Analysis: With the right tools in place, and to help increase awareness even further, it's important to collect data related to the processes in question, gaining visibility and gathering insights. This could include establishing metrics such as cycle times, process adherence, rework rates, customer satisfaction, and other relevant performance indicators. Analysis and sharing of this data helps to highlight and prioritise areas that require improvement.
  
  In essence, awareness is a crucial first step in getting organisations on the right track to process optimisation, in recognising the need for change, engaging stakeholders, and setting the groundwork for the optimisation journey. It's about being organisationally ready to seize the opportunity to make transformation a long lasting success.
  
  For an in-depth exploration of the importance of business process optimisation, see here.
  
  Please reach out for a conversation to kickstart your BPO journey.