BPM: Who needs it most

There are, I am sure, a number of firms that would benfit from good business process management. One in particular is Wells Fargo. If you have the misfortune of being a Wells Fargo customer, you know they need big time improvements and management of their processes.

Any time the customer has to expedite a part of the process you know that process is inefficient. It is called breaking the process protocol. A customer should only have to come to face a process at the beginning (to trigger it) and at the end (to receive the output).

Let us take a look at the process of signing up for on line statements for the Wells Fargo Visa. I will explain one branh of their current process. If you have Bill Pay agreement then you add Wells Fargo Visa as a payee. To add, you search for Wells Fargo Visa and not seeing one, make a guess that it might be listed under Wells Fargo Financial. Luckily you find it and upon selecting it you get to choose from four different addresses. You choose the one to which you send your payments. If you do not know which one it is, you are asked to check your paper statement! You can not guess and if you do not have access to your paper statement your process (of signing up) is now stopped.

An ideal process should be one where you can simple click on the option for signing up on the page that shows your card data. Rest should be transparent to the customer! I just described one process. There are several such traps all through the Wells Fargo system!

Last update: 7/29/2004; 9:12:12 AM.