Poor business process management hurts quarter of staff

Poor management of processes is wasting the time of over a quarter of Britain’s staff, according to a new survey.

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Poor management of processes is wasting the time of over a quarter of Britain’s staff, according to a new survey.

Severe damage is done to employee morale when processes are not managed well, the survey of 150 IT directors found, with 19 percent being frustrated when they were just trying to do their jobs.

When staff encounter excessive bureaucracy, seven percent said sales opportunities were missed as a result, and 15 percent warned of lower profitability.

And it is not only missed sales opportunities that are causing problems for firms - some 16 percent of employees said customers were dissatisfied, as a direct result of the process issues.

Over a quarter of firms said improving the efficiency of business processes should be the top IT priority this year, ahead of even pure cost reduction and security improvements. This is in line with predictions made by Gartner at the start of the week.

Modifications to IT setups could improve back office processes and customer facing services, which were each highlighted by around 25 percent of firms. Thirteen percent of companies said internally focused processes could be fixed by modernising IT, and 14 percent said supply chain improvements could be made.

Nevertheless, 45 percent of companies said they had no BPM system in place, but were planning an implementation.

Jim Close, UK manager at Software AG, the business process management supplier that commissioned the research, said businesses could not afford “to be tripped up by poor process management” when a tough economy was already putting a strain on them.

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