![]() ![]() And every company is successful, with a competitive advantage. They have made the important decision to model and document their processes, then improve them as the first step towards digitalization. All the companies I’ve consulted for have shown clear dedication to process-driven management. I’m sure this is in no small part due to their revised vision and process orientation. The bank in question is still successful and is expanding its business to new countries. I taught them how to use BPMN (Business Process Modeling and Notation) – a common business language which has become an industry and ISO standard over the last 20 years. They hired me to show them how to capture those processes. The bank had recognized the need to implement a business process management (BPM) approach, and needed to document and model their processes if they wanted to prosper. I was working as a consultant for an international bank. Process models shouldn’t be boring, messy and in greyscaleįast forward several years. The customer journey still wasn’t transparent, but she improved the whole experience. I started to think, “If logistics companies like Amazon or AliExpress can send me a notification for each stage of my parcel’s journey, why can’t banks?”īut then, at the 10th bank, I met a very capable employee who made the customer experience better. ![]() I never received a single email from any of the nine banks. How long would it take to approve the loan? Would I even get it? What steps did I need to take? I visited nine banks in my hometown without success. I wasn’t their typical client, and the experience of loan processing was a nightmare. I was looking for a bank loan and I was in a hurry to buy a house and relocate my family. I remembered how painful it was to navigate the loan process as a customer. We could avoid typical analysis-paralysis arising from focusing on internal processes that neglects customer needs. My first-hand experience was a valuable starting point for our process modeling sessions. When a major international bank hired me to help them map their business processes, I had a flashback to my own experience of the mortgage loan process. ![]()
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