Gartner Research

Reliance on Business Process Standardization Is at Odds With a Focus on Differentiating Processes

Published: 07 January 2013

ID: G00238888

Analyst(s): Teresa Jones


Our 2012 survey of more than 550 businesses worldwide reveals that overfocus on process standardization and cost is inadequate to drive the significant business outcomes business process owners expect when renovating the structured and unstructured processes that differentiate their businesses.

Table Of Contents
  • Impacts


Impacts and Recommendations

  • BPI initiatives increasingly focus on driving a significant magnitude of change in differentiating processes
  • Business process owners want customer satisfaction KPIs, but usually get cost KPIs instead
  • Most BPM initiatives focus on business process standardization, even though business process leaders think highly collaborative and unstructured processes are vitally important to improving business outcomes

Recommended Reading

©2021 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates. This publication may not be reproduced or distributed in any form without Gartner’s prior written permission. It consists of the opinions of Gartner’s research organization, which should not be construed as statements of fact. While the information contained in this publication has been obtained from sources believed to be reliable, Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartner research may address legal and financial issues, Gartner does not provide legal or investment advice and its research should not be construed or used as such. Your access and use of this publication are governed by Gartner’s Usage Policy. Gartner prides itself on its reputation for independence and objectivity. Its research is produced independently by its research organization without input or influence from any third party. For further information, see Guiding Principles on Independence and Objectivity.

Already have a Gartner Account?

Purchase this Document

To purchase this document, you will need to register or sign in above

Become a client

Learn how to access this content as a Gartner client.