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What is the key to a better customer experience? People, … and ….

posted Oct 26, 2016, 12:06 AM by Tomislav Rozman

An interview with the business process specialist and former ECBPM course participant, Mitja Mavrič**** (Zavarovalnica Maribor d.d., Slovenia)

1. Firstly, can you tell us, where do you currently work?

I currently work as a business process specialist for Zavarovalnica Maribor (insurance company), which is currently merging with three other insurance companies. From November 2016 on we will be merged into one company: Zavarovalnica Sava.

My basic responsibility is business process optimization (identification, analysis and improvement). Lately I’m working on the improvement of customer experience (#CX) related processes.

I deeply believe the customer should be the primary focus of any business, without exceptions.

I am really lucky because I am enjoying my work, especially because I can connect these two fields, customer experience and business processes, which are deeply interconnected.

My personal mission regarding the business processes is twofold: 1. ensuring high level of quality of insurance services and 2. respectful treatment of customers in all phases of interaction with the company.


“I am really lucky because I am enjoying my work, especially because I can connect these two fields (CX and BPM).”


2. Where/how do you use BPM* (in relation to your current work)?

BPM is the basic (theoretical) methodology of my quest to optimize customer related business processes.

I am sure that only excellent CX*** can improve our position on the highly competitive market of insurance companies.

BPM focuses my thinking to the people (customers, employees) and processes. Only the employees can make the processes alive (or dead). For us is of upmost importance, the key customer processes are fast and effective and bring value to the customer.

BPM is my ‘process Garmin’, a path to efficiency and excellence.


“Only the employees can make the processes alive (or dead).”



3. When did you meet with BPM field?

My first contact with BPM was when I was software developer. Working as a software developer I have missed the ‘big picture’ view on the whole context. Often I was asking myself: “What is my role in a bigger process?”. I am sure that if you see the whole picture, you can better perform your own task.

At this time, I started with the research and learning about BPM field. Finally, I have started visualizing process flows using BPMN (Business Process Modelling Notation). Then I gained interest in the whole field. My discoveries were amazing. Understanding of the whole process which tasks I was performing influenced my way of thinking and performance.

At the same time, I started getting familiar with various BPM software platforms, because I was completely overwhelmed by the process approach.


4. Where do you see the power of BPM (related to your current work)?

I think that BPM disciplines, organizes and synchronizes all stakeholders towards same business goals.

I’d like to emphasize the meaning of communication on all organization’s levels. Bad communication critically hinders the development of the organization. BPM is especially powerful when comes to measuring. You can only say the process is effective, if you are able to define a good key performance indicator and then measure it. The results of process measurement usually surprise its owners (in a positive or negative sense). Only when we can measure the process we can safely say if it is effective. To summarize, BPM transforms management ‘by the gut feeling’ to the ‘management by the proof’. Which can be painful for those who are used to evaluate the processes by the thumb.


“BPM transforms management ‘by the gut feeling’ to the ‘management by the proof’. Which can be painful for those who are used to evaluate the processes by the thumb.”



5. What are your biggest challenges (related to BPM and your current work) ?

Well, the biggest challenge is the idea itself, which is behind the BPM. The organizations, which are typically functionally organized, need some time to accept holistic approaches to the process management.

6. If you had unlimited power (influence, resources...), how would you improve BPM in your company?


"You don't need superpowers to implement BPM in your company."

You don't need that kind of powers. You only need some employees, which truly believe in common vision. Usually this kind of employees attract the others and can plant the idea into their hearts. People need sincerity, motivation and – goals. When they personalize the goals, the team becomes unstoppable. This is the way to the excellent results.


7. How did ECBPM** course influenced your work/thinking/career?

ECBPM course at the same time broadens and deepens your BPM horizon. But most importantly, it guides you, which is basically the main purpose of BPM. It finally shaped and clarified the way, which I want to take in the business world.

The certificate is a proof I’m very serious about it.

" The certificate is a proof I’m very serious about it."



8. Is there anything you want to add? 

“People, people, people. People should be always on the first place. They ‘fuel’ the business processes.”

People, people, people. People should always be on the first place. They ‘fuel’ the business processes. The management team has a great responsibility and influence on people. The management directly influence how fast they want to arrive where they’re headed and for how long they want to stay there.


* (B)usiness (P)rocess (M)anagement

** ECBPM course (ECQA Certified Business Process Manager)

*** CX: Customer eXperience management

**** Mitja Mavrič. You can contact him: mitja.mavric(AT) His Linkedin profile:


Interview with Mr. Mitja Mavrič was performed by Tomislav Rozman, BICERO Ltd.