{"id":587,"date":"2022-05-17T18:09:00","date_gmt":"2023-09-07T18:09:39","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=587"},"modified":"2023-10-12T15:54:03","modified_gmt":"2023-10-12T15:54:03","slug":"gestion-processus-metier-pme","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/fr\/blog\/gestion-processus-metier-pme\/","title":{"rendered":"Business Process Management : l&rsquo;enjeu de la gestion des processus m\u00e9tier pour les PME"},"content":{"rendered":"\n<p>Vous vous demandez comment encourager la productivit\u00e9 de votre entreprise ? Comment augmenter son agilit\u00e9 afin qu\u2019elle s\u2019adapte plus rapidement aux besoins changeants des consommateurs, ou encore, tout simplement comment faciliter au quotidien le travail de vos \u00e9quipes ? Et si la r\u00e9ponse se trouvait \u00e0 port\u00e9e de main, au c\u0153ur m\u00eame du fonctionnement de votre PME ? C\u2019est bien entendu de vos processus m\u00e9tier dont il est question ! Dans notre article, vous d\u00e9couvrirez les nombreux avantages qu\u2019offre leur gestion et comment les PME peuvent en tirer parti. <\/p>\n\n\n\n<div class=\"layout-one wp-block-salesforce-blog-offer\">\n\t<div class=\"wp-block-offer__wrapper\">\n\n\t\t<div class=\"wp-block-offer__content\">\n\t\t\t<h2 class=\"wp-block-offer__title\"><span>Le guide de la PME connect\u00e9e. Ou comment devenir plus rapide, plus agile et plus efficiente gr\u00e2ce \u00e0 la gestion des processus m\u00e9tiers.<\/span><\/h2>\n\t\t\t\t\t\t\t<p class=\"wp-block-offer__description\">D\u00e9couvrez dans notre livre blanc comment rationaliser et connecter rapidement les processus m\u00e9tiers de votre PME et ainsi, lui permettre d\u2019atteindre son plein potentiel.<\/p>\n\t\t\t\n\t\t\t\n\t\t\t\t\t\t\t<div class=\"wp-block-button\">\n\t\t\t\t\t<a class=\"wp-block-button__link\" target=\"_self\" href=\"https:\/\/www.salesforce.com\/fr\/form\/pdf\/connected-small-business-processes\/?d=inc-blog-banner&#038;nc=7013y000002lWUTAA2\">T\u00e9l\u00e9charger le guide<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\n\t\t<div class=\"wp-block-offer__media\">\n\t\t\t\t\t<\/div>\n\t<\/div>\n\n\t\t\t<div class=\"wp-block-offer__graphics wp-block-offer__contour\"><\/div>\n\t\n\t\t\t<!-- Standard Illustration -->\n\t\t<img decoding=\"async\" class=\"wp-block-offer__graphics wp-block-offer__illustration\" src=\"https:\/\/www.salesforce.com\/fr\/blog\/wp-content\/themes\/salesforce-blog\/dist\/images\/offer-block\/offer-illustration-layout-one.png\" alt=\"\">\n\n\t\t<!-- Small Accent Illustration -->\n\t\t\t\t\t<img decoding=\"async\" class=\"wp-block-offer__graphics wp-block-offer__accent\" src=\"https:\/\/www.salesforce.com\/fr\/blog\/wp-content\/themes\/salesforce-blog\/dist\/images\/offer-block\/offer-accent-layout-one.png\" alt=\"\">\n\t\t\n\t\t<!-- Left Side Illustration -->\n\t\t\n\t\t<!-- Cloud Illustration -->\n\t\t\t\t\t<img decoding=\"async\" class=\"wp-block-offer__graphics wp-block-offer__cloud\" src=\"https:\/\/www.salesforce.com\/fr\/blog\/wp-content\/themes\/salesforce-blog\/dist\/images\/offer-block\/offer-cloud-layout-one.png\" alt=\"\">\n\t\t\n\t<\/div>\n\n\n\n<h2 class=\"wp-block-heading\"><b>Processus m\u00e9tier et Business Process Management (BPM) : d\u00e9finitions<\/b><\/h2>\n\n\n\n<p>Ce qu\u2019on appelle un processus m\u00e9tier, c\u2019est un ensemble d\u2019activit\u00e9s r\u00e9alis\u00e9es afin d\u2019atteindre un objectif sp\u00e9cifique. Ainsi, par exemple, l\u2019addition de toutes les \u00e9tapes n\u00e9cessaires au recrutement constitue un processus. Il en va de m\u00eame pour la <a href=\"https:\/\/www.salesforce.com\/fr\/products\/sales-cloud\/features\/opportunity-pipeline-management\/\" target=\"_blank\" rel=\"noopener\">gestion du pipeline de vente<\/a>, le traitement des commandes, ou encore, le <a href=\"https:\/\/www.salesforce.com\/fr\/blog\/2021\/10\/developpement-produits-PME.html\" target=\"_blank\" rel=\"noopener\">d\u00e9veloppement de nouveaux produits<\/a>. <\/p>\n\n\n\n<p>Les processus m\u00e9tier ont un caract\u00e8re transversal : ils affectent toutes les fonctions de l\u2019entreprise et il arrive aussi qu\u2019un m\u00eame processus implique plusieurs d\u00e9partements. <\/p>\n\n\n\n<p>La gestion des processus m\u00e9tier, \u00e9galement appel\u00e9 Business Process Management ou encore BPM, d\u00e9signe la discipline qui consiste \u00e0 analyser et am\u00e9liorer leur efficacit\u00e9. <\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><b>Pourquoi le Business Process Management est-il important ? <\/b><\/h2>\n\n\n\n<p>Les processus m\u00e9tier concernent toutes les op\u00e9rations de l\u2019entreprise. Leur gestion est donc indispensable pour faire fonctionner votre PME \u00e0 un rythme optimal et contribuer \u00e0 son am\u00e9lioration continue. <\/p>\n\n\n\n<p><b>Les avantages du BPM sont nombreux :<\/b><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><p>Il permet d\u2019obtenir une vue holistique des flux de travail et de les rationaliser lorsque cela est n\u00e9cessaire.<\/p><\/li>\n\n\n\n<li><p>Il facilite la circulation des donn\u00e9es entre les d\u00e9partements et renforce la collaboration.<\/p><\/li>\n\n\n\n<li><p>Il met en lumi\u00e8re les points de friction, les actions redondantes et permet de les \u00e9liminer. Les processus sont simplifi\u00e9s et l\u2019entreprise gagne en rapidit\u00e9 et en agilit\u00e9. Des qualit\u00e9s qui lui permettent de pivoter facilement pour s\u2019adapter au march\u00e9 en perp\u00e9tuelle \u00e9volution. <\/p><\/li>\n\n\n\n<li> <span style=\"color: var(--c-nero); font-family: var(--f-secondary); font-size: 1rem; letter-spacing: 0.0012em;\">Il permet de r\u00e9aliser un gain de productivit\u00e9 lorsque les processus sont automatis\u00e9s. <\/span> <\/li>\n\n\n\n<li> <span style=\"color: var(--c-nero); font-family: var(--f-secondary); font-size: 1rem; letter-spacing: 0.0012em;\">Il am\u00e9liore l\u2019exp\u00e9rience employ\u00e9. Des processus optimis\u00e9s impliquent un gain de temps pour les collaborateurs, moins de t\u00e2ches fastidieuses et un risque d\u2019erreur r\u00e9duit. <\/span> <\/li>\n\n\n\n<li> <span style=\"color: var(--c-nero); font-family: var(--f-secondary); font-size: 1rem; letter-spacing: 0.0012em;\">Il permet de r\u00e9aliser des \u00e9conomies : 1) par le gain de productivit\u00e9 obtenu 2) en r\u00e9duisant les co\u00fbts li\u00e9s aux erreurs.<\/span> <\/li>\n\n\n\n<li><p>Il augmente la satisfaction client. Les consommateurs b\u00e9n\u00e9ficient d\u2019une exp\u00e9rience client plus agr\u00e9able, ils sont servis plus rapidement et sans friction.<\/p><\/li>\n<\/ul>\n\n\n\n<p>En revanche, lorsque les processus d\u2019entreprise sont d\u00e9sorganis\u00e9s et laiss\u00e9s \u00e0 l\u2019abandon, c\u2019est toute l\u2019entreprise qui est affect\u00e9e : faible productivit\u00e9, augmentation des erreurs op\u00e9rationnelles, un turnover \u00e9lev\u00e9 d\u00fb au d\u00e9part d\u2019employ\u00e9s frustr\u00e9s, et \u00e0 la cl\u00e9, des clients m\u00e9contents. Pour les entreprises, et plus particuli\u00e8rement les PME qui sont plus fragiles, abandonner le Business Process Management peut co\u00fbter tr\u00e8s cher.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><b>Pourquoi c\u2019est le bon moment de s\u2019int\u00e9resser \u00e0 la gestion des processus m\u00e9tier ?<\/b><\/h2>\n\n\n\n<p>Les r\u00e8gles du commerce ont chang\u00e9, ce n\u2019est un secret pour personne. On assiste depuis plusieurs ann\u00e9es \u00e0 l\u2019\u00e9mergence de nouveaux standards impos\u00e9s par les leaders du commerce, en mati\u00e8re d\u2019exp\u00e9rience client. Plus r\u00e9cemment, la pand\u00e9mie a contribu\u00e9 \u00e0 un essor majeur du e-commerce, en incitant les consommateurs \u00e0 adopter un comportement d\u2019achat prioritairement digital. Pour suivre le rythme, les entreprises n\u2019ont pas d\u2019autres choix que d\u2019<a href=\"https:\/\/www.salesforce.com\/fr\/blog\/2022\/01\/tendances-PME.html\" target=\"_blank\" rel=\"noopener\">acc\u00e9l\u00e9rer leur num\u00e9risation<\/a> et de s\u2019\u00e9quiper en solutions technologiques. Notre rapport sur les tendances relatif aux PME souligne d\u2019ailleurs cet usage en hausse entre 2020 et 2021. <\/p>\n\n\n\n<figure data-wp-context=\"{&quot;imageId&quot;:&quot;69e0da43b4fa2&quot;}\" data-wp-interactive=\"core\/image\" data-wp-key=\"69e0da43b4fa2\" class=\"wp-block-image wp-lightbox-container\"><img decoding=\"async\" data-wp-class--hide=\"state.isContentHidden\" data-wp-class--show=\"state.isContentVisible\" data-wp-init=\"callbacks.setButtonStyles\" data-wp-on--click=\"actions.showLightbox\" data-wp-on--load=\"callbacks.setButtonStyles\" data-wp-on-window--resize=\"callbacks.setButtonStyles\" src=\"https:\/\/lh5.googleusercontent.com\/edSMjdN_obUUrBGkYL3aWbJvr_PsiWErJo4xX4cBnIghU3m7-BykYTeoTgbLvvYc33OaXIbPTGgdOJem_Ww7iW3rOWGAqRDKkQJAQl1SXNz-52kDmxUIrNfUlgafQcwa2J9ISoVVso4mMWkHvQ\" alt=\"\"\/><button\n\t\t\tclass=\"lightbox-trigger\"\n\t\t\ttype=\"button\"\n\t\t\taria-haspopup=\"dialog\"\n\t\t\taria-label=\"Enlarge\"\n\t\t\tdata-wp-init=\"callbacks.initTriggerButton\"\n\t\t\tdata-wp-on--click=\"actions.showLightbox\"\n\t\t\tdata-wp-style--right=\"state.imageButtonRight\"\n\t\t\tdata-wp-style--top=\"state.imageButtonTop\"\n\t\t>\n\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"12\" height=\"12\" fill=\"none\" viewBox=\"0 0 12 12\">\n\t\t\t\t<path fill=\"#fff\" d=\"M2 0a2 2 0 0 0-2 2v2h1.5V2a.5.5 0 0 1 .5-.5h2V0H2Zm2 10.5H2a.5.5 0 0 1-.5-.5V8H0v2a2 2 0 0 0 2 2h2v-1.5ZM8 12v-1.5h2a.5.5 0 0 0 .5-.5V8H12v2a2 2 0 0 1-2 2H8Zm2-12a2 2 0 0 1 2 2v2h-1.5V2a.5.5 0 0 0-.5-.5H8V0h2Z\" \/>\n\t\t\t<\/svg>\n\t\t<\/button><\/figure>\n\n\n\n<p>Pour 80 % des consommateurs, l\u2019exp\u00e9rience propos\u00e9e par une entreprise est aussi importante que ses produits et services. Ils attendent une exp\u00e9rience sans couture, coh\u00e9rente entre les diff\u00e9rents d\u00e9partements. C\u2019est pr\u00e9cis\u00e9ment l\u00e0 que la gestion des processus m\u00e9tiers entre en jeu. <\/p>\n\n\n\n<p>Simplifier et rationaliser les processus est une premi\u00e8re \u00e9tape qui pr\u00e9sente de nombreux avantages, mais cela ne suffit pas pour se d\u00e9marquer et r\u00e9pondre aux d\u00e9fis du commerce actuel. C\u2019est en connectant les d\u00e9partements entre eux, gr\u00e2ce \u00e0 des solutions technologiques d\u00e9di\u00e9es, et en misant sur la collaboration transversale et le partage des donn\u00e9es que les PME parviendront \u00e0 obtenir le meilleur de leurs ressources humaines et op\u00e9rationnelles.<\/p>\n\n\n\n<p>La gestion et la connexion des processus m\u00e9tier offrent aux PME un avantage concurrentiel r\u00e9el et un potentiel d\u2019innovation \u00e9norme. <\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><b>Quels outils pour la gestion des processus m\u00e9tier ?<\/b><\/h2>\n\n\n\n<p>Les logiciels de gestion des processus m\u00e9tier vont permettre aux entreprises de r\u00e9aliser la cartographie de leurs processus et faciliter leur organisation. Mais, les outils de BPM ne se contentent pas de planifier. Certains offrent aussi des capacit\u00e9s analytiques. Les entreprises ont ainsi l\u2019opportunit\u00e9 d\u2019\u00e9valuer en continu la pertinence de leurs processus et de r\u00e9aliser les ajustements ad\u00e9quats.<\/p>\n\n\n\n<p>Ces cinq derni\u00e8res ann\u00e9es, les technologies sur lesquelles reposent les solutions de BPM, dop\u00e9es par l\u2019<a href=\"https:\/\/www.salesforce.com\/fr\/blog\/2022\/01\/pme-intelligence-artificielle.html\" target=\"_blank\" rel=\"noopener\">intelligence artificielle<\/a>, se sont fortement d\u00e9velopp\u00e9es. Elles prennent aujourd\u2019hui en consid\u00e9ration l\u2019\u00e9cosyst\u00e8me des entreprises et permettent l\u2019int\u00e9gration de collaborateurs externes (partenaires, fournisseurs\u2026). Certaines solutions proposent aussi d&rsquo;<a href=\"https:\/\/www.salesforce.com\/fr\/products\/platform\/solutions\/\" target=\"_blank\" rel=\"noopener\">automatiser des processus m\u00e9tier complexes avec des applications<\/a> n\u00e9cessitant peu ou pas de codage ! <\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><b>6 conseils pour g\u00e9rer efficacement ses processus m\u00e9tier<\/b><\/h2>\n\n\n\n<ol class=\"wp-block-list\">\n<li>\n<p>Documenter et cartographier vos processus actuels. L\u2019objectif est d\u2019obtenir une vue du fonctionnement de votre entreprise et la transparence des flux de travail. <\/p>\n<\/li>\n\n\n\n<li>\n<p>Affiner vos processus en les d\u00e9barrassant des \u00e9tapes redondantes ou obsol\u00e8tes.<\/p>\n<\/li>\n\n\n\n<li>\n<p><a href=\"https:\/\/www.salesforce.com\/fr\/products\/sales-cloud\/features\/workflow-process-software\/\" target=\"_blank\" rel=\"noopener\">Automatiser les actions qui peuvent l\u2019\u00eatre<\/a>. Cela permet \u00e0 la fois de lib\u00e9rer l\u2019emploi du temps de vos \u00e9quipes et de r\u00e9duire le risque d\u2019erreur humaine.<\/p>\n<\/li>\n\n\n\n<li>\n<p>Consultez vos \u00e9quipes notamment \u00e0 travers <a href=\"https:\/\/www.salesforce.com\/fr\/blog\/2021\/10\/analyse-swot-pme.html\" target=\"_blank\" rel=\"noopener\">la r\u00e9alisation d\u2019un SWOT<\/a>. Les collaborateurs sont les mieux plac\u00e9s pour vous donner du feedback sur les \u00e9tapes des processus qui sont probl\u00e9matiques et gagneraient \u00e0 \u00eatre am\u00e9lior\u00e9es. Par ailleurs, impliquer les collaborateurs permet de diminuer leur potentielle r\u00e9sistance au changement et les encourage \u00e0 collaborer avec les autres d\u00e9partements.<\/p>\n<\/li>\n\n\n\n<li>\n<p>Tirez parti des informations que vous avez mis \u00e0 jour et d\u00e9ployez de nouveaux processus qui correspondent aux objectifs que vous vous \u00eates fix\u00e9s. <\/p>\n<\/li>\n\n\n\n<li>\n<p><a href=\"https:\/\/www.salesforce.com\/fr\/blog\/2021\/08\/customer-service-automation-improvement.html\" target=\"_blank\" rel=\"noopener\">Mesurez les r\u00e9sultats obtenus<\/a> et r\u00e9alisez des ajustements si n\u00e9cessaire. <\/p>\n<\/li>\n<\/ol>\n\n\n\n<p><b>Vous souhaitez en savoir plus sur ce sujet ? T\u00e9l\u00e9chargez gratuitement <a href=\"https:\/\/www.salesforce.com\/fr\/form\/pdf\/connected-small-business-processes\/?nc=7013y000002lWUTAA2\" target=\"_blank\" rel=\"noopener\">notre livre blanc d\u00e9di\u00e9 \u00e0 la gestion des processus pour les PME.<\/a><\/b><\/p>\n\n\n\n<div class=\"layout-one wp-block-salesforce-blog-offer\">\n\t<div class=\"wp-block-offer__wrapper\">\n\n\t\t<div class=\"wp-block-offer__content\">\n\t\t\t<h2 class=\"wp-block-offer__title\"><span>CRM pour les PME : la recette du succ\u00e8s<\/span><\/h2>\n\t\t\t\t\t\t\t<p class=\"wp-block-offer__description\">D\u00e9couvrez comment un CRM vous aide \u00e0 d\u00e9velopper des liens solides avec vos clients, \u00e0 l\u2019\u00e8re du tout num\u00e9rique.<\/p>\n\t\t\t\n\t\t\t\n\t\t\t\t\t\t\t<div class=\"wp-block-button\">\n\t\t\t\t\t<a class=\"wp-block-button__link\" target=\"_self\" href=\"https:\/\/www.salesforce.com\/fr\/form\/pdf\/entrepreneurs-guide-to-CRM\/?d=inc-blog-banner&#038;nc=7013y000002hQfmAAE\">T\u00e9l\u00e9charger le guide<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\n\t\t<div class=\"wp-block-offer__media\">\n\t\t\t\t\t<\/div>\n\t<\/div>\n\n\t\t\t<div class=\"wp-block-offer__graphics wp-block-offer__contour\"><\/div>\n\t\n\t\t\t<!-- Standard Illustration -->\n\t\t<img decoding=\"async\" class=\"wp-block-offer__graphics wp-block-offer__illustration\" src=\"https:\/\/www.salesforce.com\/fr\/blog\/wp-content\/themes\/salesforce-blog\/dist\/images\/offer-block\/offer-illustration-layout-one.png\" alt=\"\">\n\n\t\t<!-- Small Accent Illustration -->\n\t\t\t\t\t<img decoding=\"async\" class=\"wp-block-offer__graphics wp-block-offer__accent\" src=\"https:\/\/www.salesforce.com\/fr\/blog\/wp-content\/themes\/salesforce-blog\/dist\/images\/offer-block\/offer-accent-layout-one.png\" alt=\"\">\n\t\t\n\t\t<!-- Left Side Illustration -->\n\t\t\n\t\t<!-- Cloud Illustration -->\n\t\t\t\t\t<img decoding=\"async\" class=\"wp-block-offer__graphics wp-block-offer__cloud\" src=\"https:\/\/www.salesforce.com\/fr\/blog\/wp-content\/themes\/salesforce-blog\/dist\/images\/offer-block\/offer-cloud-layout-one.png\" alt=\"\">\n\t\t\n\t<\/div>\n","protected":false},"excerpt":{"rendered":"<p>La gestion des processus m\u00e9tier dop\u00e9e \u00e0 l\u2019intelligence artificielle ouvre la voie au fonctionnement optimal et \u00e0 l\u2019am\u00e9lioration continue. D\u00e9couvrez comment les PME peuvent en tirer profit.<\/p>\n","protected":false},"author":1,"featured_media":589,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"sf_justforyou_enable_alt":true,"optimizely_content_id":"0571803f9c0e44ea82403b6ed4c48a7b","post_meta_title":"","ai_synopsis":"","_jetpack_memberships_contains_paid_content":false,"footnotes":""},"sf_topic":[1],"sf_content_type":[],"blog":[365],"coauthors":[27],"class_list":["post-587","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","sf_topic-small-business","blog-small-business"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.2 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Business Process Management : l&#039;enjeu de la gestion des processus m\u00e9tier pour les PME \u2022 Salesforce<\/title>\n<meta name=\"description\" content=\"La gestion des processus m\u00e9tier dop\u00e9e \u00e0 l\u2019intelligence artificielle ouvre la voie au fonctionnement optimal et \u00e0 l\u2019am\u00e9lioration continue. 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