Seth Godin was "playing" at the Improv in Tempe, Arizona yesterday to push his new book The Dip: A Little Book That Teaches You When to Quit (and When to Stick). The man knows how to speak and he definitely knows how to answer questions. His presentation started at 8:40 am and ended at 10:45–a weird start time, but I really liked starting out my morning with coffee, bagels, and Seth!!
I have written about how Seth’s ideas can be applied to BPM here and here. He’s quite a prolific blogger and author of books, but I have never once heard him use the term "Business Process Management." (Google couldn’t come up with any instances either.) So, how do I keep learning about Business Process Management from Seth? Quite simple. He preaches that business are successful when their products and/or services are remarkable.
A remarkable company understands its customers and its customers’ expectations. Business Process Management (if done right) is able to align processes, roles, systems, and strategy around customer expectations to deliver remarkable products and services. So, a remarkable company has remarkable processes.
Although Seth doesn’t call it BPM he comes close to describing it in a blog post 13 months ago:
Replace [managing by intuition with] a process that measures and tests and improves and repeats and changes elements hourly. Replace it with a process that’s all about split testing and funnels and what works. Will a process like that invent MySpace or Flickr? Of course not. But it might very well turn your metrics from negative to positive. It might reinvent all the dynamics of your business.
Good BPM is about aligning our processes with the things that make our products and services remarkable.