ABSTRACT
Multidimensional jobs with broad responsibilities that involve frequent problem solving and learning, all key aspects of business process orientation (BPO), can only be performed by employees who have the ability and authority to perform them. For many people in today’s organizations, this is a big change. With a functional orientation present in many organizations the approach to job design was often to limit responsibility and focus on a task. Educating employees in the organization to understand the benefits of BPO is also critical. A rationale for introducing changes in workflow or job responsibilities must be clearly communicated. Organizing, classifying, and setting boundaries is a very important step in the BPO journey and building this map can help. Organizing and classifying the processes by customer lifecycle, the series of activities a customer performs when interacting with a business, helps focus on the outcomes that are critical to the customer and the businesses processes that produce these outcomes.
