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The Role of Communication in Business Process Management

Posted By ABPMP International, Tuesday, July 11, 2017

When someone thinks about a person with a master in communications, they seldom associate him/her with business process management, but in truth, communication is an integral part of BPM and this is a fact which will not surprise anyone who has enough experience in the field. To explain the point in question, let’s now take a look at a few key ways in which communication is essential to successful business process management.

Business Process and Operations Alignment

In order to bring in the necessary modifications in system and strategy, communication with the workforce is of the utmost significance. When you are trying to change established rules, procedures, habits, regulations, methods, strategies, and more, you will face resistance, unless everyone is on board with the changes and understands the underlying strategy and process in effect. The procedures and changes will not work if the operational activities and workflow do not align with the new strategy. As one can imagine, this is where someone trained proficiently in the art of communications from a reputed institution comes in to make that alignment a possibility in a real life scenario.

Communication in-between Every Department

Coming up with the necessary strategies to streamline and enhance business processes requires a lot of input and that is only possible when communication is free flowing and frequent among the various divisions of a business. Unless you know what the experiences of your employees at various levels of the process are, it’s very hard to figure out the places which need the changes. Encouraging them to provide input is also an excellent way to figure out the problems or inefficiencies in the current system.


As staff are engaged directly and are made to feel like a part of developing the new business process itself, they will feel more connected to the new system than they would if they were not involved. This will, of course, lead to less resistance and better collaboration from the workforce, which is the most important factor in the success of any well-implemented business strategy.

Communication with the Customers

Now that we have covered a fair bit of in-house communication, it’s time to look beyond that as well. BPM ultimately affects the customers and if a particularly significant shift from how the company had previously conducted business has been made, then communication with its customer base is extremely important. The customers must be notified about the changes made in a manner that’s not only informative but also concise and simple enough to be understood by an outsider. This is the point where Public Relations and Business Process Management must work together to achieve successful conveyance of information to relevant customers.

 Communications is an essential part of a business and as you can see, developing a streamlined and highly efficient business process is not exempt from that either. While doing a course in business management might be a great idea, your value to your employers will increase by many folds if you just take the time to complete even a part-time online MCM program.

Read more on: Five Skills Every Public Relations Specialist Needs


Updated on June 28, 2017

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