Business Processes the Way They Should Be: Tuning for Low Friction and Sustainability
The authors propose an approach to find pain points in business processes, which may cause them to be ignored or be seen as a burden rather than a valuable orientation for everyday work. They evaluate four dimensions (Motivation, Understanding, Value, and Effort), using a customizable questionnaire that is answered by process participants. The output is a dashboard-like report that graphically depicts the health of those dimensions and allows for a drill down on its components. Concrete actions can be derived from the analysis of the report. The approach has been used in two distinct organizations, one of which - a medium-sized CMMI level 3 compliant IT company - is used here for illustration.