Imagine you're on a ship sailing through the chilly waters of the North Atlantic. The sea is calm, and you spot an iceberg in the distance, glimmering in the sunlight. It looks like a manageable chunk of ice, but as any sailor knows, about 90% of an iceberg is hidden beneath the surface. What you see above the water is only a fraction of what lies below. This same concept applies to Business Process Management (BPM)—where the visible elements are only the beginning.

The Tip of the Iceberg: What We See

When organizations embark on a BPM journey, they often focus on the visible, surface-level elements. For instance, management might be thrilled by quick wins, like immediate cost reductions or short-term project milestones. IT teams may focus on software implementation, and human resources might see new opportunities for training and change management. Each perspective represents a small part of the larger picture, just like the tip of an iceberg.

But here's the catch: while these visible successes are important, they don't tell the whole story. What lies beneath—out of sight and often out of mind—can determine the long-term success or failure of a BPM initiative.

Beneath the Surface: The Reality of BPM

The submerged part of the BPM iceberg represents all the complexities and challenges that are not immediately visible. This includes things like aligning processes with the company's long-term vision, maintaining cross-departmental collaboration, and making sure that process changes are sustainable over time. Just like the hidden mass of an iceberg, these aspects of BPM can be massive and uneven, making them tricky to navigate.

For example, imagine a company that rolls out a new BPM software to streamline their customer service process. At first, everything seems great—calls are answered faster, and customers are happy. But soon, deeper issues emerge. The new system doesn’t integrate well with existing tools, the training for staff was rushed, and the initial improvements start to fade. The organization thought they were cruising smoothly, but they’ve collided with the part of the iceberg they couldn’t see.

The Risks of Ignoring the Depths

Ignoring what lies beneath can be risky. Just like a ship that tries to navigate too close to an iceberg, a business that focuses only on short-term BPM goals can end up in dangerous waters. If the hidden complexities of process change are not addressed, a project that starts strong can quickly falter.

For example, a BPM initiative might begin with well-defined process models and attractive dashboards, but these "pretty pictures" won't translate into real business value unless they are implemented effectively. An excellent strategy is of little use if it isn't executed well. Without addressing the deeper realities—like how people will adapt to new processes or how these processes will scale as the business grows—the risk of project failure increases.

Bringing the Hidden Challenges to Light

The key to overcoming the iceberg problem is to recognize and address the hidden challenges early on. This means looking beyond the immediate gains and focusing on what it takes to make BPM a part of the everyday fabric of the organization. Here’s how:

1. Build Awareness: Make sure that everyone involved understands that BPM is more than just a project—it's a long-term approach to improving the way the business operates. This involves helping managers see beyond the visible elements like software and tools, and think about the broader impact on the organization.

2. Align Goals with Reality: When setting goals for BPM, don’t just focus on the quick wins. Consider what it will take to sustain those gains over time. For example, investing in thorough training for staff might take time and resources upfront, but it will ensure that new processes are understood and adopted.

3. Encourage Open Communication: Just like a captain needs information about the hidden shape of an iceberg to navigate safely, a business needs visibility into potential challenges. Encourage teams to share concerns and feedback so that hidden issues can be addressed before they become major problems.

Sailing Smoothly: A True BPM Success Story

Let’s wrap up with a story. A mid-sized tech company once launched a BPM project to streamline their product development cycle. Initially, they were focused on deploying new software to manage project timelines and track deliverables. But a few months in, they realized that the software alone wasn't enough. Employees were struggling with the new processes, and some of the initial improvements had started to taper off.

Recognizing the iceberg problem, they shifted their approach. They invested time in workshops to ensure that everyone—from product managers to developers—understood the "why" behind the new processes. They tweaked the software to better integrate with existing tools and took the time to align the changes with their long-term goals. Over time, the benefits became clear: not only did they improve their time-to-market, but their team felt more empowered and aligned with the company’s vision.

Key Takeaway: See the Whole Iceberg

BPM, like an iceberg, is much more than what you see on the surface. The real work, and the real potential for transformation, lies beneath. To succeed, businesses must look beyond immediate gains and address the deeper realities of process change. By doing so, they can turn BPM from a one-time project into a lasting, valuable part of their organization’s DNA.

So, the next time you think about BPM, remember the iceberg—and make sure you’re prepared to navigate the whole thing, not just what’s above the water.