BUSINESS PROCESS MANAGEMENT TOOLS AS A MEASURE OF CUSTOMER-CENTRIC MATURITY

In application of business process management (BPM) tools in European commercial sectors, this paper examines current maturity of customer centricity construct (CC). CC is observed as an emerging dimension of competition and as a potential strategic management direction for the future of business. Processes are one of the key components of transformation in the CC roadmap Particular departments are more customer orientated than others, and processes, customer-centric expertise, and approach can be built and utilized starting from them. Positive items within a current business process that only involve minor modification could be the basis for that. 18 case studies are used to assess the mapping of an operational definition of CC with value aims of BPM. The evidence of movement on the customer-centric roadmap is found. BPM in European telecommunications, banking, utility and retail sector supports roadmap towards customercentricity in process view, process alignment and process optimization However, the movement is partial and not flawless, as BPM hasn't been inquired for supporting many of customer-centric dimensions. (C) 2019 Published by Future Academy www.FutureAcademy.org.UK