Revolutionizing Business Operations

7Applying Product Management to Business Processes

KEY INSIGHT: You can apply product management practices to running business processes, thus making them more customer-centric and increasing accountability for performance.

We have all probably had the less than delightful experience of being repeatedly transferred from one department to another while trying to get something done. Perhaps this was in the context of an insurance claim, a vendor payment, or something else. Eventually, we get to the point of just asking to be escalated to the person in charge. In cases like these, we are seeking the person who is ultimately accountable to solve our problem. Pinning down accountability for outcomes is a common challenge in business processes. ...