Question: "What is the role of newer techniques such as Business Process Mapping (BPM) in getting our arms around how our business is actually working?"
Answer: "We recommend that this key step be done before any new software or major changes are contemplated. If it isn’t documented, you simply don’t know what you have. Document it first, then you can work to improve it effectively. There are a variety of BPM tools on the market, ranging from simple Visio charts to powerful, highly integrated systems that link closely with the enterprise software itself. We recommend that you explore the field and select the right one for your company and available resources. Also, in the process of mapping your business work flow/processes, identifying those that add value and those that are extra baggage will provide a good starting point for making improvements."
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