Process management is a complex and challenging field, but it can be made easier by the introduction of a new role: the Super User.
A Super User is a process and knowledge specialist based within each department. They act as a liaison between the BPM structure and the people who operate within it.
The Super User is not a Key User or a Process Owner. A Key User is typically someone highly proficient with a system, temporarily assigned to oversee a specific IT project. Once the project requirements are met, the Key User resumes their regular position. A Process Owner, on the other hand, oversees and manages a particular process throughout its lifecycle.
The Super User, on the other hand, is an individual from within a department who possesses a deep understanding of internal processes and is entrusted with managing knowledge within that department. The role is a permanent one within the organization, and unlike the Key User, the Super User oversees continuous improvement and knowledge management within their department.
This role requires a comprehensive understanding of the entire process, particularly the part executed by their department. The Super User understands their team's needs, guides their colleagues through change, and is pivotal in implementing the process approach successfully within the team.
The mission of the Super User is to put processes in service of the team. All too often, processes are seen merely as flowcharts and procedures, or as additional work done to satisfy a project or the Process Office's requirements. In reality, a process is everyday work that should add value to the business and each employee.
The Super User role can help to bridge the Process Management Gap by:
- Ensuring that processes are understood and followed by all team members.
- Identifying and resolving process inefficiencies.
- Providing guidance and support to team members during change management initiatives.
- Managing knowledge within the department, ensuring that everyone has access to the information they need to do their job effectively.
The Super User role is a valuable addition to any organization that is serious about process management. By bridging the Process Management Gap, Super Users can help to improve efficiency, effectiveness, and compliance.