BPM Maturity: People and Culture
Becoming a process-focused organization requires significant commitment from the top down.
However, effective implementation and sustainability are highly dependent upon the actions and attitudes of people throughout the organization. Front-line staff must “think” process flow and understand the connection between their jobs and service delivery to the external customer. They must also be willing to engage in problem-solving. Middle managers, who may have grown up in a command-and-control environment, must be willing and able to shift toward a collaborative leadership model. Senior managers must look beyond functional success to measure and manage cross-functional performance. Collectively these changes are the greatest challenge to successfully implementing cross-functional management.
Middle managers, who may have grown up in a command-and-control environment, must be willing and able to shift toward a collaborative leadership model. Senior managers must look beyond functional success to measure and manage cross-functional performance. Collectively these changes are the greatest challenge to successfully implementing cross-functional management.
Resources to help you on the journey:
Books
Fast Forward: |
The Best Ideas on Managing Business Change |
by James Champy and Nitin Nohria (Harvard Business Review Press) |
Political Savvy: |
Systematic Approaches to Leadership Behind the Scenes |
by Ph.D. Joel DeLuca (Author) |