Recently, we have been talking more about Business Process Improvement (BPI) and we have come to realize that quite a few business executives are not really clear on the meaning. So, I wanted to spend a little time explaining what it is and how it can help a business become more competitive.
Business process improvement is a methodology that documents business processes and looks for ways to improve those processes to make workflow more efficient. Efficiencies can be gained by automating processes, eliminating unnecessary steps, or identifying a completely new way of getting something done.
The challenge for many business executives is to see beyond the way things have always been done. By getting an outside perspective, or using a systematic methodology, it helps you take a step back and look for other options.
For example, if most of your customer service happens over the phone, your company could benefit from allowing customers to have more access to their data to be able to manage for themselves what customer service reps had helped with in the past. This typically improves the customer experience while requiring less reps to help people.