Gartner Research

Why Application Leaders Should Use Enterprise Business Process Analysis Tools in Their Digital Workplace Program

Published: 09 January 2017

ID: G00316174

Analyst(s): Marc Kerremans , Samantha Searle

Summary

Although new digital technologies are being adopted to boost workplace performance, they're being used only at a task level. This research shows application leaders how to use EBPA tools to better understand how employees need to perform work and redesign processes prior to technology selection.

Table Of Contents
  • Key Challenges

Introduction

Analysis

  • Create Contextual Models to Understand How Business Outcomes Are Achieved
    • A Retail Bank Uses Contextual Modeling to Assess the Impact of Digitalization
  • Leverage Customer Journey Mapping to Optimize Customer and Employee Experience
    • A New Digital Hospital Uses Customer Journey Mapping to Improve the Patient Planned Treatment Processes
  • Employ Basic Operations Intelligence to Improve Employee Decision Making
    • A Retail Bank Uses an EBPA Tool to Revise Its Operating Model and Improve Customer Satisfaction

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