Technology and the future
The author of Enterprise Content Management describes that Business Process Management is a tool used for workflow solution. It is a “framework that can be used to develop, deploy, monitor, and optimize multiple types of” information processing in a automatic application, says the author of What is ECM? It represents a workflow that involves the system and the people, and associates with “the manual process of managing documents,” the author continues. We are living in the era of market competitiveness.
Consequently, businesses are becoming more concern about this competitive behavior, especially those in the field of computer technology are assessing their way of enhancing their competitiveness. While some companies are enhancing their competitiveness by improving their products, the quality of the products, and the companies’ operations, others are enhancing their business process management. Business process management is generally a process of analyzing the fundamental operation of the business – from manufacturing to marketing to communication, purchasing, and administration.
It is about “managing change to improve business processes,” say Owen and Ray. This management process includes organizing the content and documents, scanning, identification of documents, forms processing, recognition, categorization or taxonomy, indexing, document management, records management, web content management, digital asset management, repositories,
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” In addition, information technology should become an integral part of Business Process Management, she adds. In fact, according to Laudon & Laudon, as an integral part of Business Process Management, information technology can create the firm values. It strengthens the firm strategically and in the long run, it may improve the firm return on investment even position the firm better in the market and more strategically. Nevertheless, in order to place a firm strategically in the market, firms are required to consider the 4 Ps of marketing, which includes Product, Price, Promotion, and Place.
From the above management processes, information technology indeed helps the executives to assert control over the workflow. They can direct the flow of transactions such as in processing of the workflow, purchasing, and merchandise returned. They can also provide quick response to customers’ critical inquiries, improve a systematic measure for monitoring process, and still be able to think innovatively and improve their own performance and hence, that of the companies. This integration, if paired with collaboration, may lead the company to achieve its goals. However, that requires an excellent performance.
Harry Hertz, Director of Baldrige National Quality Program says, “Baldrige criteria for Performance Excellence are about winning,” with a framework that includes the core values and concept with seven categories. The seven categories include leadership; strategic planning; customer and market focus; measurement, analysis, and knowledge management; workforce focus; process management; and results. Along with the quality program, the organization, environments, and information technology involve inputs, processing, outputs, and control. Crosby, Deming & Duran emphasize that quality pay.
At a time where majority result-based performance indicates poor quality, the emphasis on higher quality is needed more than ever. The integrated approach is indeed an approach to help the company to improve its management performance. According toe Baldrige Criteria for Performance Excellence, each company wants to achieve better result in the (1) delivery of customer service satisfaction, better value to stakeholders, and improvement of organization sustainability; (2) increase overall organization effectiveness and capability; and (3) better organizations and personal learning.