The Art of Process Consulting: Why Your Digital Transformation Might Be Turning Into Digital Frustration

Ever tried fitting a square peg into a round hole? That's essentially what many organizations do when implementing new software without proper process consulting. But unlike that simple childhood toy, this corporate version comes with a much heftier price tag and far more headaches.

The Status Quo Trap

Picture this: A manufacturing company, let's call them GearCo (because every business case needs a catchy name), decided to modernize its inventory management system. Their existing process involved three different spreadsheets, two paper logbooks, and Steve from Accounting who somehow kept it all together with his mysterious "system" that only he understood. (Yes, we all have a Steve in our organization!)

When GearCo invested in a state-of-the-art Enterprise Resource Planning (ERP) system, they did what many organizations do: they tried to recreate their existing process within the new software. The result? A digital version of their chaos, now with added complexity and a hefty price tag.

The Process-Software Paradox

Here's the uncomfortable truth: Your current business processes are like that old sweater you've had since college – comfortable, and familiar, but probably full of holes and not really suitable for your current needs. These processes often evolved around limitations that no longer exist:

• Manual workflows or approval requirements
• Physical document storage constraints
• The technological limitations of the '90s
• Bob from IT's preference for Excel macros

...who knows what led to the process you follow today.

The Real Cost of Skipping Process Consulting

When organizations bypass proper process consulting, they often end up with what I call "Digital Duct Tape Solutions" – expensive software Band-Aids covering up inefficient processes. The symptoms are familiar:

• Users creating workarounds to make the software fit their old way of working
• Multiple systems doing the job of one
• Unused features you're paying for
• Frustrated employees longing for the "good old days"
• Management wondering why their ROI looks more like a "ROWhy?"

Case Study: JPMorgan Chase's Mortgage Platform Transformation

JPMorgan Chase, one of the largest banks in the world, provides a compelling example of how process consulting and optimization are crucial for successful digital transformation. In 2016, they faced significant challenges with their mortgage origination process, which was fragmented across multiple legacy systems.

The Initial Situation:

• Average mortgage processing time: 45-47 days
• Multiple legacy systems requiring manual data entry
• High operational costs due to paper-based processes
• Customer satisfaction scores lagging behind competitors
• Limited digital capabilities for customers and employees

The Transformation Approach:

Unlike many organizations that rush to implement new software, JPMC took a methodical approach:

1. Spent 6 months analyzing existing processes

2. Mapped customer journeys across all touchpoints

3. Identified process bottlenecks and redundancies

4. Engaged process consultants to redesign workflows before technology implementation

The Solution:

They developed a new digital mortgage platform that fundamentally reimagined the process, rather than simply digitizing existing workflows. Key changes included:

• End-to-end digital document submission
• Automated data validation and verification
• Real-time status updates for customers
• Integration with existing bank systems
• Streamlined approval workflows

The Results:

By 2019, the transformation showed impressive results:

• Reduced mortgage origination time to 15-20 days
• 70% reduction in manual data entry
• Customer satisfaction scores increased significantly
• Processing costs reduced by approximately 30%
• Digital adoption rate exceeded 80%

The platform has since processed over $90 billion in mortgages, demonstrating the scale and success of their transformation.

Key Lessons:

1. Process optimization before technology implementation

2. Heavy investment in understanding current workflows

3. Focus on customer journey mapping

4. Iterative improvement based on user feedback

5. Change management and training prioritization

Enter the Process Consultant: Your Digital Transformation Architect

A good process consultant is part business analyst, part therapist, and part future-proofer. They:

1. Map current processes and identify inefficiencies

2. Understand the new software's capabilities and limitations

3. Design optimized processes that leverage the software's strengths

4. Help manage the human side of change

5. Ensure the new process actually makes sense (revolutionary, I know!)

The Bottom Line

Before you invest in that shiny new software solution, invest in understanding and optimizing your processes. Otherwise, you're just building a faster horse when what you need is a car.

Remember: Digital transformation isn't about digitizing your current processes – it's about transforming your processes for the digital age. And sometimes, that means letting go of that comfortable old sweater, even if Steve from Accounting really loves it.

Your software implementation should be like a well-tailored suit, not a one-size-fits-all solution stuffed into your organization's existing processes. And just like a good tailor, a process consultant ensures everything fits perfectly – no digital seams bursting at the first sign of stress.

After all, the goal isn't just to go digital – it's to go digital in a way that actually makes sense. And sometimes, that means having someone tell you that your digital emperor needs better clothes.