Get the Customer to Do It
One of the ways that organizations can change processes is to hand off some activities to the customer to perform. Most of us now pump our own gas, an activity that gas station attendants performed in decades past. The customer might be a business partner, or the end user, but the key thing is that the organization no longer needs to perform the activity and, in many cases, the customer or business partner is happier with the result.
Paul Harmon
Executive Editor and Founder, Business Process Trends
In addition to his role as Executive Editor and Founder of Business Process Trends, Paul Harmon is Chief Consultant and Founder of BPTrends Associates, a professional services company providing educational and consulting services to managers interested in understanding and implementing business process change.
Paul is a noted consultant, author and analyst concerned with applying new technologies to real-world business problems. He is the author of Business Process Change: A Manager's Guide to Improving, Redesigning, and Automating Processes (2003). He has previously co-authored Developing E-business Systems and Architectures (2001), Understanding UML (1998), and Intelligent Software Systems Development (1993). Mr. Harmon has served as a senior consultant and head of Cutter Consortium's Distributed Architecture practice. Between 1985 and 2000 Mr. Harmon wrote Cutter newsletters, including Expert Systems Strategies, CASE Strategies, and Component Development Strategies.
Paul has worked on major process redesign projects with Bank of America, Wells Fargo, Security Pacific, Prudential, and Citibank, among others. He is a member of ISPI and a Certified Performance Technologist. Paul is a widely respected keynote speaker and has developed and delivered workshops and seminars on a wide variety of topics to conferences and major corporations through out the world.
Paul lives in Las Vegas.
Paul can be reached at pharmon@bptrends.com
Latest posts by Paul Harmon (see all)
- Harmon on BPM: A General Management Model - July 4, 2022
- Processes and Capabilities - July 4, 2022
- Harmon on BPM: The Scope of Management - June 6, 2022
- Should Every Manager Be a Process Manager? - June 6, 2022
- Harmon on BPM: Management Processes - May 2, 2022
