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

Summary

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

Analysis

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

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