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Economist Intelligence Unit Survey Finds Many Organizations Lack Visibility to Process and Control

Published
  • September 14 2004, 1:00am EDT

FileNet Corporation, a leading provider of enterprise content management (ECM) solutions, has announced the availability of new research that takes an in-depth view into business process management practices in more than 100 enterprise organizations. The study shows a lack of corporate visibility to business processes and high risk factors that include non-compliance and customer dissatisfaction. The Economist Intelligence Unit, a United Kingdom-based provider of country, industry and management analysis, conducted the study.

The survey shows that boardrooms in more than a third of European companies lack an enterprise-wide view of their business processes despite the fact that 96 percent identify a clear link between process management, regulatory compliance and profitability.

In 76 percent of companies responding, responsibility for process management lies with multiple line-of-business managers who are expected to work together to ensure that improvements to one part of the organization do not negatively impact another. Often, no formal collaboration procedures exist.

Only 10 percent of respondents said they always have sufficient visibility of business processes to respond quickly and appropriately to change. Forty- one percent said that they do not manage the risks associated with that change in any systematic way leading to potential inefficiencies and customer dissatisfaction.

Fifty-five percent of companies involved in the survey said that they are evaluating business process management tools. After core business operations (65 percent), customer service was identified as the area that would most benefit from more systematic process management (50 percent). Fifty-six percent of senior executives identified customer service as their number one priority.

Other areas that were expected to benefit from improved process management included supply chain, sales and marketing, product development, finance, accounting and compliance.

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