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ERP, CRM y BPM vs. Optimización de los Procesos de Negocios

Cuando hablo con los clientes acerca de la optimización de los procesos de negocio muchos tienen la reacción inicial de preguntar: ¿Esto no es parte del ERP o del CRM? O bien, ¿en qué se diferencia del BPM? Puede que les sorprenda saber que estas tecnologías no son iguales. Para explicarlo, vamos a hablar por un momento de las definiciones de alto nivel y del uso general de ERP, CRM y BPM.

ERP (Planeación de Recursos de la Empresa) provee una plataforma de software para la gestión de los recursos de la empresa u otros requisitos de rendimiento. Los sistemas ERP normalmente vienen con un número predeterminado de capacidades y reglas. La mayoría de los sistemas ERP proporcionan herramientas para SOX (Sarbanes-Oxley Ley Federal de los EE.UU. 2002) u otras regulaciones. ERP es, en el fondo, un conjunto de herramientas útiles a las que una empresa debe ajustar sus propias reglas de la mejor manera posible. Los sistemas ERP incluyen herramientas de reportes y, algunas veces, un conjunto de instrumentos de análisis para identificar los problemas o para resaltar las cuestiones de cumplimiento. Las implementaciones de ERP a menudo llevan un largo camino para el ROI que realmente inicia hasta la plena liberación de los procesos de la empresa.

Por su parte, las soluciones CRM (Administración de la Relación con el Cliente), como Microsoft Dynamics CRM, incluyen una serie de capacidades que cubren los múltiples requisitos de la gestión de clientes, incluyendo el seguimiento, los hitos de relaciones, la gestión de casos, la alineación de procesos y una buena parte de las capacidades de análisis y presentación de reportes. Las soluciones CRM ayudan más a las empresas cuando son flexibles y se aplican en todo el ciclo del cliente. El resultado es una implementación a menudo compleja y dividida en varios años, lo que se traduce en una curva sinusoidal de retorno sobre la inversión, ya que cada ola de implementación trae resultados.

Entre tanto, el BPM (Administración del Proceso de Negocios) debería permitir que la empresa  manejara la creación y la mejora de un amplio espectro de procesos que directa -o indirectamente– impactan al cliente. Con el surgimiento de empresas que ofrecen soluciones de software BPM, también surgieron los círculos de mejora continua que describen los pasos clave. Estos pasos son comúnmente aceptados como un proceso de mejora continua que incluye la observación, diseño, modelado, ejecución y seguimiento. A veces, el círculo se ha mejorado gracias a la optimización y la reingeniería.

El BPM normalmente no se utiliza en forma aislada. En los últimos años, la fabricación originó  las teorías Seis Sigma que han sido publicadas y relacionadas con el BPM, ya que las empresas buscan optimar sus procesos y el cumplimiento. Desde 2002 Lean Six Sigma ha sido un concepto familiar en muchas grandes empresas. La mejora permanente también lleva consigo algunas de las dificultades de la mejora marginal continua. Identificar y mostrar claramente el ROI de hacer cambios en el proceso puede ser a la vez simple y complejo, especialmente en el caso de los pequeños ajustes. El beneficio de BPM es acumulativo y en curso, y de nuevo, se realiza por lo general en algún momento después de la entrega inicial de la solución.

Entonces, ¿cómo se diferencia la Optimización de Procesos de Negocios? En pocas palabras, la optimización de los procesos de negocio es diferente en su propósito. He aquí cómo estas diferencias se hacen evidentes en la práctica:

  • Intención. El objetivo de la optimización de los procesos de negocios es tomar un proceso existente, trazar los pasos dentro del mismo con las mejores prácticas, y permitir que la organización lo complete lo más rápido, mientras se automatiza la entrega del producto final del proceso a la persona adecuada en el momento adecuado. Esto difiere del CRM, por ejemplo, en el que hay presión hacia el trabajador en lugar de un período de lo que llamo «latencia humana» en el que hay un retraso entre un trabajador en la cola y los próximos, o casos en los que –me estremezco- un trabajador toma la siguiente “tarea fácil”. ¿Qué importancia tiene esto? Es tan significativo como poder estar de pie al lado del empleado observando su escritorio, mientras pasa de una tarea a otra dentro de su carga de trabajo. Proporciona gran control a la empresa el hecho de garantizar que el flujo de trabajo se esté procesando en la forma que el negocio requiere y para lo cual se le está pagando al trabajador.
  • Visibilidad. Tradicionalmente los BPM, ERP, etc., se basan en reportes históricos y en el correo electrónico o en notificaciones similares referentes al proceso y la propiedad del “siguiente paso» en relación. La optimización de los procesos de negocio es más activa si se proporciona información en tiempo real, por lo que una empresa puede ver el estado de la carga de trabajo y alcanzar el tiempo óptimo en la cola enviando trabajo a la persona. Esto ayuda a mejorar la experiencia del cliente mediante la rápida identificación de los cuellos de botella en la carga de trabajo y mediante la eliminación de la latencia humana para asegurar el desempeño óptimo del trabajo.
  • Expectativa del Retorno De la Inversión (ROI). Mediante el despliegue y el uso de un conjunto de principios de gestión operativa, el retorno de la inversión se maximiza y el tiempo de amortización se reduce al mínimo en comparación con los ERP, BPM y / o CRM.

Una solución independiente para la optimización de los procesos de negocio se puede implementar en tres meses, en comparación con la implementación en varios años que tienen en común el BPM, ERP y CRM. Las soluciones de optimización de los procesos de negocio proporcionan métodos de integración nativa para reducir los puntos de fallo y la complejidad del proceso dentro de los sistemas existentes. El Retorno de la Inversión se espera para dentro de 20 a 25 semanas, mientras los primeros usuarios experimentan mejoras en la región de 20% de ahorro FTE (Full Time Equivalent), incluyendo todos los requisitos administrativos.

Esta velocidad en el retorno de la inversión es una de las razones importantes por las que las empresas están estudiando la optimización de los procesos de negocio utilizando un conjunto formal de las capacidades.

Espero que este resumen y esquema les ayude a entender la diferencia de una solución de optimización de los procesos de negocio bien hecha.

Artículo escrito por
Beti Cerezo Albarrán,
Gerente de Marketing para
México, Centroamérica, Caribe y Andino de Aspect™
http://es.aspect.com/Pages/default.aspx

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