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Partner value-add with help of BPM dashboards

Submitted by swatipitre on Fri, 2011-12-02 17:40

We live in the age where-in organizations are extended, and customers, suppliers and the entire supply chain needs to be equally efficient for ultimate success, than just the success that of an organization. In many of BPM implementations, this need could be addressed with the help of ‘extended dashboards’. A window of business activity monitoring (that is conducted within an organization) can be opened up to customers/suppliers as well depending upon the issue at hand or the information that is valuable for these entities.
For example, certain manual processes ‘between’ a lending organization and its customer can pose pain points such as - they are based on push model and not pull model at the customer side.  Further, only when the organization is ready with reporting data, then the customers can have a look at the same.  In order to add stickiness to the customer relationship here, automated dashboards can be provided to the customer-side users. This not only will help the customers but also the organization itself, by having an ability to track customer performance by certain parameters.
Some of the key risks to be addressed while implementing such facility could be-

  • Availability of the data  (this risk could be addressed during requirement gathering and all the further phases of a BPM project, by identifying critical data and having an audit against those)
  • Risk of partner misinterpretation without organizational representatives (for e.g. sales team)  (this risk could be addressed by  appropriate training to partner teams and also by having support contact teams from within the organization)

Swati Pitre
Sr. Business Analyst, BPM /BRMS Consultant
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