Efficient Process Doesn’t Always Mean Effective

While automating your business process, are you making the classic mistake of simply prioritising process efficiency?
Have you put these critical aspects on the back burner:
• The effectiveness of the process
• Impact on customer service?
Ignoring these aspects may result in a highly efficient process but negatively impact customer experience. Check out this video by BPM Expert Mark Khabe as he explains with an example why an efficient process doesn’t necessarily mean effective.