2009 Resolutions

It's 2009... time for resolutions. For business, it may mean running leaner and meaner. But, what does that mean for customers. Clearly, 2008 was a difficult year for many businesses because it was a difficult year for customers. Now, with layoffs and streamlining ahead, will businesses remember that the customer is the key to success for them?

I hope so. But, it means that businesses' work, encapsulated in their processes, better provide value for the customer. It's time to reassess what customers need to be successful and aligning work around to assure that success. Even in difficult times, the successful business will be one that not only looks at the bottom line, but also forward at getting and keeping more customers now and into the future. This is a focus on throughput and capacity, not cost. And, a business which aligns its processes to maximize throughput also works to maximize successful customer outcomes and revenue.

As for my resolution, I will endeavor to comment at least once a month on this blog. And while my comments may span a variety of sub-topics, they will always be "topical" with respect to business process management - unplugged.