Understanding Business Process Improvement: Objectives, Challenges and Best Practices

The pursuit of excellence is an unending journey for every business. No matter how proficiently a business operates, there is always room for improvement. Process Improvement is centred on this principle.

Processes are the backbone of any organisation, serving as the mechanisms that keep operations running smoothly. Businesses establish processes to streamline operations, ensure consistency, and achieve their objectives. However, these processes may need to be updated, more efficient, and more aligned with evolving marketing standards and customer demands over time. Inertia and entrenched habits can lead organisations to persist with suboptimal processes, stifling innovation and limiting their potential for improvement.

Business Process Improvement is a systematic approach that organisations employ to methodically identify, analyse, and rectify inefficiencies within their operational framework. It may sound simple but it requires careful planning and execution. You might face challenges like “Where do I start? When is the right time to start and the right way to start?”

In this comprehensive guide, we will let you understand the concept of business process improvement so that you can improve your operations and ensure the seamless growth of your business.

What is Business Process Improvement?

Business Process improvement is the systematic examination and enhancement of existing processes to boost their efficiency and effectiveness. At its core, it’s about fine-tuning the inner workings of a business to achieve specific objectives. While these objectives may vary from one organisation to another, the overarching goals typically revolve around reducing errors, minimising waste, enhancing productivity, and, ultimately, optimising the overall functioning of a business, benefitting both its customers and employees.

Business Process Improvement serves as a broad umbrella under which various methodologies and approaches are employed to bring positive change within an organisation.

Benefits of Business Process Improvement

Business Process Improvement is a strategic approach that offers a multitude of benefits to organisations, ranging from enhanced efficiency to greater customer satisfaction. In this era of relentless competition and dynamic markets, BPI is not merely an option; it is a necessity for any business aiming to thrive. Let’s delve deeper into the manifold advantages that BPI offers to businesses.

1. Productivity Improvement

One of the primary benefits of Business Process Improvement is the significant productivity improvement. By identifying and eliminating bottlenecks, redundant tasks, and inefficiencies within processes, employees of every department can complete their work more efficiently. This leads to higher output levels without a corresponding increase in resource allocation, ultimately boosting the organisation’s productivity and output quality.

2. Meeting Compliance Obligations

In many industries, regulatory compliance is a critical concern. Business Process Improvement helps organisations ensure that their processes align with industry-specific regulations and standards. By incorporating compliance requirements into process design and monitoring, businesses can reduce the risk of regulatory violations, fines, and reputational damage, thereby maintaining the trust of stakeholders.

3. Process Transparency

Business Process Improvement encourages process transparency by documenting, mapping, and visualising workflows. This transparency not only helps employees understand their roles better but also allows for easier identification of inefficiencies or areas in need of improvement. Additionally, it facilitates communication and collaboration across teams, leading to a more cohesive and informed workforce.

4. Standardisation

Standardisation is a crucial aspect of BPI. It ensures that processes are consistent and repeatable, reducing the likelihood of errors and variations in output. Standardised processes also make it easier to onboard new employees and cross-train existing ones, contributing to greater operational stability.

5. Knowledge Management

BPI often involves the creation of knowledge repositories, where best practices, process documentation, and lessons learned are stored and shared. This allows organisations to be process-dependent rather than people-dependent.

6. Cost Reduction

Effective BPI initiatives can lead to significant cost reductions. By eliminating waste, optimising resource allocation, and streamlining processes, businesses can lower operating expenses. This, in turn, frees up resources that can be invested in growth, innovation, or other strategic initiatives.

7. Improving Customer Service

Businesses that prioritise BPI are better equipped to meet customer expectations. Streamlined processes result in faster response times, fewer errors, and a higher level of consistency in service delivery. Ultimately, this leads to improved customer satisfaction and loyalty, positively impacting the business’s reputation and bottom line.

8. Operational Excellence

Process Management/ Improvement is a key driver of operational excellence. By continuously assessing and improving processes, organisations can strive for excellence in all aspects of their operations. Operational excellence encompasses not only increased efficiency and cost savings but also a culture of continuous improvement, innovation, and adaptability.

How to Recognise When Your Process Needs Improvement?

Recognising when your business processes need improvement is a crucial step towards achieving operational excellence. It’s essential to understand that Business Process Improvement (BPI) doesn’t have to be a massive organisation-wide undertaking; it can start on a smaller scale, focusing on one process or a specific section of the business.

One common indicator that your processes need improvement is when the organisation finds itself constantly fighting fires and relying on the heroic efforts of a few staff members to keep things running smoothly. If your business is in a perpetual state of crisis management, it’s a clear signal that process management/improvement is overdue. Business Process Management can help prevent these emergencies by identifying and addressing the root causes of recurring issues.

Another situation that necessitates process improvement is during a business restructuring. Even though the organisation may not have a clear picture of what the future will look like, it’s essential to start documenting current processes. This documentation serves two critical purposes:

• It helps assess which parts of the organisation will be affected by the restructuring, allowing for a smoother transition.
• It enables clear communication of process changes to staff members who will experience shifts in their duties.

Apart from this, process improvement is a must-have when you are initiating an automation or digital transformation journey. Before automating a process, it is imperative to optimise the workflow to remove inefficiencies or bottlenecks, as automating a streamlined process only delivers the desired output. As Bill Gates rightly puts it, “The first rule of any technology used in a business is that automation applied to an efficient operation will magnify the efficiency. The second is that automation applied to an inefficient operation will magnify the inefficiency.”

In essence, business process improvement initiative is a strategic necessity for modern-day organisations. Whether it’s a single process improvement or a comprehensive review of processes within a department, taking action to enhance your operations can lead to better outcomes for your business and its stakeholders.

Objectives of Business Process Improvement

The objective of Business Process Improvement (BPI) is to enhance various facets of organisational performance, and the data and insights from a recent survey of Global BPM Trends underscore its significance in today’s business landscape. The data shows the following aspects:

• Among the 4412 BPM Professionals, 62% of them prioritised quality improvement as their top Business process improvement objective. This emphasis on quality improvement reflects the commitment to delivering superior products and services, which is crucial for building a strong brand and customer loyalty.
• The second most popular objective, chosen by 58% of respondents, was productivity enhancement, demonstrating the role of business process improvement in streamlining operations, reducing waste, and increasing efficiency. These improvements not only lead to cost savings but also contribute to a more agile and competitive business.
• Improving customer experience ranked third, with 51% of respondents focusing on customer satisfaction aligning with the growing importance of customer-centricity in modern businesses, as delighted customers are more likely to become loyal advocates.

The survey insights reveal that BPI is a strategic priority for organisations. Process management/ Improvement is increasingly considered as a strategic enabler to achieve their key business objectives from improving product quality to customer satisfaction.

Challenges Preventing Organisations from Achieving Business Improvement Goals

While many organisations embark on their Business Process Management initiatives, not all of them are able to get the desired output. Process improvement requires meticulous planning and implementation. Missing any crucial preparatory steps leads to various challenges, as highlighted by the Global BPM Trends report.

• The most prominent challenge, as identified by 58% of the surveyed BPM professionals, is the lack of clear process improvement goals. This indicates that many organisations initiate BPI initiatives without a well-defined vision and objectives, leading to haphazard efforts, and limiting output.
• The absence of a standard methodology is another major deterrent, chosen by over 40% of respondents. This lack of a structured approach can result in inconsistency and inefficiency in the execution of BPI projects.
• Moreover, lack of stakeholder engagement, highlighted by over 25% of respondents, poses a significant challenge. Engaging all relevant parties is critical for the success of BPI initiatives, and insufficient involvement can lead to resistance, lack of buy-in, and ultimately, project failure.
• Additionally, the absence of a dedicated process improvement team and the lack of professional improvement tools are noteworthy challenges that organisations must address to enhance the chances of success in their BPI endeavours.

The survey insights emphasise the importance of a comprehensive and well-structured approach to BPI. It is imperative that we establish clear goals, adopt standardised methodologies, engage stakeholders, and allocate resources to create a dedicated BPI team, as well as leverage professional tools. Addressing these challenges will enable organisations to overcome the obstacles and successfully achieve their business improvement objectives.

Where and How to Start Business Process Improvement Implementation

Embarking on a Business Process Improvement (BPI) journey can be both exciting and challenging. After advocating for the benefits of BPI within your organisation, it’s time to put your plans into action. But where and how do you begin this transformative process?

First and foremost, define your goals clearly. What are you hoping to achieve with BPI? Are you targeting cost reduction, improved customer service, enhanced compliance, or increased productivity? Having a clear vision of your objectives is crucial.

Next, identify the process you want to start with. It’s often wise to select a process that’s both critical to your organisation’s success and relatively manageable in scope. Starting with a small win can build momentum and demonstrate the value of BPI.

To start your Business Process Management /Improvement journey begin with the 5 P’s framework:

• Process Identification
• Process Documentation
• Process Analysis
• Process Improvement
• Process Implementation

5P’s Framework for Process Improvement Implementation – Explained

Here is the explanation of the 5Ps mentioned above:

1. Process Identification
   Process Identification is the first step in any Business Process Improvement (BPI) initiative. It involves systematically recognising and cataloguing the various business processes within an organisation to create a Process Library.

To create this library, start by asking fundamental questions about which processes exist within your organisation. The library is essentially a hierarchy that lists the names of these processes, serving as a structured framework for your organisation’s operational activities.

Several key pointers are important during the process identification phase:

• Establish Task Limits: Define a range for the number of tasks that make up a process. This range, typically between 5 to 20 tasks, helps ensure that processes are neither too granular nor too broad.
• Task Counting: Count tasks at an appropriate level. Avoid counting tasks like “review” or “click,” as they might be too specific. Focus on tasks that represent meaningful steps in the process.
• Process Separation: If you identify that a single process encompasses more tasks than your predefined limit, consider whether it represents two distinct processes. If so, separate them to maintain clarity and manageability.
• Specific Naming: Use specific, descriptive names for processes. Avoid vague verbs like “manage” or “review.” Precise names make it easier to understand the process’s purpose.

Once your Process Library hierarchy is established, you can further refine it by identifying processes with high impact on your business. These are the processes directly linked to revenue streams or those that directly or indirectly affect customer interactions. These critical processes should be documented in detail to achieve transparency and facilitate subsequent analysis and improvement efforts. You can use PRIME BPM software to automatically identify which processes require immediate attention based on prioritisation scores.

2. Process Documentation

Process Documentation, often referred to as process modelling or process mapping, is the second step in Business Process Improvement (BPI). It goes beyond simple process flows or workflows, providing a detailed and comprehensive representation of how a process operates.

Process maps are intricate diagrams that require skill and attention to detail to create effectively. They offer full transparency into the structure and functioning of a process, making them an invaluable tool for process improvement initiatives.

The importance of process documentation lies in several key factors:

• Optimum Analysis: Detailed process maps enable in-depth analysis, allowing organisations to identify bottlenecks, inefficiencies, and areas for improvement with precision.
• Appropriate Improvement Opportunities: With a clear understanding of the process through documentation, teams can pinpoint the most suitable areas for enhancement, ensuring resources are allocated effectively.
• Visibility of Impact: Process documentation provides a visual representation of how changes affect the workflow. This visibility is essential for evaluating the potential impact of planned changes before implementation.

To create effective process documentation, it’s essential to allocate time and involve multiple BPM team members. Establishing a standardised “language” or approach for all team members is crucial to maintaining consistency. Inconsistent modelling standards can hinder the analysis phase and impede the progress of improvement initiatives.

Using the PRIME BPM tool can help streamline the process documentation process. It offers built-in process mapping guidelines to ensure accuracy and consistency in creating process maps. This consistency is vital to the success of BPI efforts, as it enables teams to make informed decisions and drive meaningful improvements within the organisation.

3. Process Analysis
   Process Analysis is a critical phase in any Business Process Improvement initiative. It involves using a variety of analysis techniques to assess and understand the current state of your processes. To ensure alignment with the initiative’s objectives, it’s essential to refer back to the goals set by you and your process management team.

During process analysis, you delve into various aspects, including:

• Value: Determine the percentage of value provided by each process to the business and customers while also identifying the percentage of non-value-added activities within the process.
• Time: Calculate the annual hours spent on performing business, customer, and non-value-added activities within the process.
• Cost: Understand the annual cost incurred to execute these activities, providing insights into potential cost-saving opportunities.
• Efficiency: Measure and compare your process efficiency against industry benchmarks, highlighting areas where improvements can be made.

Quantitative evidence gathered during process analysis serves as a compelling justification for change. It provides the data needed to build a strong case for process improvement and secure management’s support. PRIME BPM can automate much of the process analysis, making it easier to identify opportunities for enhancement and present convincing reports for change.

4. Process Improvement

Once you’ve identified the process in need of improvement and performed a thorough analysis, the next step is to focus on optimising it. Emphasising continuous improvement is key, and it’s often wise to start with straightforward changes.

To effectively optimise a process, consider the following steps:

• Establish Key Performance Indicators (KPIs): Define KPIs that align with broader business goals. For example, if the corporate goal is to generate a certain amount of revenue per year, set KPIs that support this objective, like processing a specific number of loan applications per day. Optimise the process to facilitate meeting these KPIs.
• Obtain Business Support: Successful process improvements require support from stakeholders. Present quantitative analysis results to make a compelling case for change, demonstrating the cost of inaction. Engage employees in problem-solving to ensure their buy-in.
• Explicitly State Goals: Clearly state the goals of the process improvement initiative, tying them to the established KPIs and overarching improvement objectives. This clarity allows for the measurement of success post-implementation.
• Simulate Processes: Employ process simulation tools to model and understand the impact and benefits of proposed solutions before committing to changes. Simulation helps in making informed decisions and predicting outcomes.

PRIME BPM Improver can automate many aspects of the process improvement journey, from analysis to monitoring progress.

5. Process Implementation

Process Implementation is the phase where identified process improvements are put into action. A key strategy to commence this phase effectively is involving employees in generating improvement ideas and executing the changes.

To manage the implementation process, create work packages and specific tasks for each approved improvement. Utilise project management techniques to monitor the progress of these improvements. Engage employees within the project management plan, ensuring their active participation, which fosters early acceptance and support for the changes.

Process Improver tool of PRIME BPM Software empowers teams to gather input and feedback from multiple stakeholders, fostering a collaborative approach to improving processes.

Maximise Your Process Improvement Output

Process Improvement is a fundamental approach that can reshape the way businesses operate, unlocking their full potential. By adopting a comprehensive and systematic approach to process improvement, organisations can overcome challenges, drive efficiency, and achieve sustained success.

To maximise your process improvement output, it’s essential to leverage the right tools, and PRIME BPM software stands out as a robust solution. With its impressive array of features, including standard process documentation, rapid process mapping, one-click analysis, and collaborative capabilities, PRIME BPM empowers businesses to embark on an end-to-end improvement journey.

Many leading organisations have already harnessed the power of PRIME BPM to achieve their process improvement goals. Wish to explore the powerful features and functionalities of the PRIME BPM, get a 15-day free trial.