Processes are different – People too: The Influence of Personality Traits on the Business Process Optimization
Business Processes are traditionally managed as breakdown of the human and machine activities, controlled by business rules inside the activities. For decades “activity optimization” has been the core focus of BPM projects, using LEAN and other techniques to reduce process waste and increase efficiency. Although these techniques are, in general, very useful, in some specific circumstances they might be too impersonal – like “one fits all”. People are different and their reactions and behaviours are different too. Should we, as Business Analysts, be also aware of the influence of Personality Traits on the business process optimization and be able to detect them and make most of them? The presentation intends to address three areas on how Personality Traits did affect process optimization. In first Case Eye-tracking as a UX technics was used in HealthCare project to increase the quality and reliability of doctor’s decisions, measuring the time to perform the activity and corresponding proportion of incorrect or incomplete decisions. In second Case Customer Behaviour Prediction Analyses was focus in optimization of recovery procedures in a Bank. In third Case, employee performance deviations were followed during the step-by-step process reengineering and corresponding level of automation was incorporated into processes at each step (to final level of 98% automatization).