Remember “Process Re-engineering” and what it didn’t deliver for most of us back in the 80’s & 90’s.
What’s changed since then, well nothing really.
Those core processes and systems are still there in some shape or form?
But wait, things have moved on thanks to focusing on customers requirements.
Well designed and developed Portals & Extranets are providing customers with excellent “easy to do business” processes.
Yet those same “bespoke” systems are still there in the background.
Even these are being replaced, once Portals prove how simple some of the core processes can be shown to work. Those “bespoke” systems are changing or being replaced.
Do I detect some genuine business benefits without diluting the customer focus?