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PROCESS INNOVATION
4.5.2009
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Current developments in the field of process innovation study concentrate on:
- Focused Internal Collaboration - Creating transparency and accountability provided via latest-generation knowledge management (service oriented architectures) platforms and dashboard technology leading to business agility. This includes the use of internal database and IT systems.
- Applied Customer-Driven Innovation - Greater responsibility will be given to customers on managing their purchasing and consumption experiences. A circle of "holistic innovation" will identify process steps as value-adding or non-value adding, with requisite innovations made where possible. Process steps that do not add value will be shortened or completely eliminated. For instance the use of polling and surveys via online methods are increasingly used to elicit customer data to drive innovation.
- Deeper Process and Data Mapping - Enterprise systems, process, data, and physical locations are documented from a more granular level and mapped to one another for maximum transparency and business continuity. Without a detailed insight into the lower levels of an organization's mission critical operational landscape, business process innovation will be constrained. Examples of this include the implementation of systems that collect and organize product development data. For example, if the customer service department identifies a product improvement, the information will automatically be cycled back to the product metrics data.
- Better Process Metrics - KPIs and KPMs must be better defined and tuned, in order to more effectively mirror the essential nature of business processes.
- Further Automation of Workflow - Process steps are further electronically enabled and automated. Especially important are those processes where data is stranded in a non-electronic form such as water or gas meters and relies on the manual collection of data. The end goal should be to implement as many business processes as possible online.
Process innovation can be applied to a number of industries and practices, from architecture to manufacturing. It also is very useful in the case of multidisciplinary activities like large-scale projects or when multiple vendors are used in a business model.
