#研究分享#【报告:重塑流程自动化的策略】

#研究分享#【报告:重塑流程自动化的策略】Forrester2018年Q1企业流程自动化调查显示,以下技术在企业中广泛使用如电子化工作汇报、整体性应用如CRM 、ERP等管理系统、协同办公、商业智能分析软件等;此外,企业应用开发和推送部门需重新思考流程自动化以及采取设计向导型的思维方式,提供无缝端到端的体验。流程自动化的改善目标主要是减少成本(32%)、提供工作效率(22%)、改善客户服务(16%)、加速核心业务数字化转型(13%)、归顺流程(14%)等。报告下载:http://www.looooker.com/?p=57903

It’s time to rethink process automation

The Growing Importance Of Process To Digital Transformation
New Goals, Tools, And Methodologies Reshape Process Initiatives
by Rob Koplowitz
May 8, 2018
NOT LICENSED FOR DISTRIBUTION
forrester.com

Screenshot (2)

Why Read This Report
Forrester’s Q1 2018 Digital Process Automation Survey revealed that respondents’ businesses are changing in ways that require more digital automation than ever before. Application
development and delivery (AD&D) pros must rethink their approach to process initiatives to support a level of automation most are unprepared to address.
This report examines how process initiatives increasingly focus on digital transformation — and the approaches organizations are taking to accomplish their new goals.

Key Takeaways
New Goals For Process Initiatives

Cost reduction was long the major motivator for process initiatives. Now, process leaders have bigger plans: to tackle digital transformation and customer experience. But they face a big gap
between goals and reality.
Customer Centricity Calls For Seamless Front- And Back-End Operations
Customer journeys have become a major driver of process design. Seamless experiences require process leaders to take a more holistic approach, paying careful attention to both front- and back end operations.

The Goals Of Process Initiatives Don’t Match Their Reality
How we think about process improvement is changing to address modern business concerns — including customer experience and agility — by automating end-to-end processes. Business processes span organizational structure and legacy technology investments that hinder end-to-end automation.
Customers don’t care about these boundaries — they expect a seamless, efficient, transparent journey.
To that end, process automation must be both a strategic and technical initiative. Process Initiatives Target Digital Transformation . . .
Process leaders still place a high priority on digital transformation and customer experience as the current and future goals of process improvement initiatives (see Figure 1). Firms are shaking up how they think about process to match these emerging goals, resulting in new goals for process initiatives:
›› Cost reduction is no longer the most prominent goal. When we asked them to look back two years, one-third of respondents said cost reduction was the top driver of processes initiatives. In
projecting forward two years, those citing cost reduction as the primary goal falls to a mere 8%.

›› Digital transformation will be the main driver. The way we do business is changing, and
there is a major push underway to reframe organizational operational processes around digital transformation efforts. The nature of core organizational processes is changing to meet customer
expectations and keep up with the increasing threat of more automated, disruptive competitors. Rather than adopting a defensive posture focused on cost reduction, business leaders are looking
to use process as a competitive weapon.
›› The path leads through customer experience. Traditional process wraps around the business itself and creates internally driven processes. The shift toward digital transformation prompts a new
design, with user experience and customer, as well as employee, satisfaction at the center.

 

标题:The Growing Importance Of Process To Digital Transformation

来源:forrester

链接:https://reprints.forrester.com/#/assets/2/54/RES143158/reports

下载:RES143158

 


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