IMPROVING BUSINESS PROCESS MANAGEMENT TRENDS: HYPERAUTOMATIZATION, CUSTOMIZATION, ESG-ORIENTATION

The article explores trends and key directions for improving business process management taking into account current tendences in the socio-economic environment development and evolution. These key directions include hyperautomation, customization, and ESG-orientation. The essence of hyperautomation is determined and the distinctive features of hyperautomation and automation are identified with an emphasis on their distinctive features and practical possibilities of their application. It is substantiated that hyperautomation significantly expands traditional automation, using a set of advanced technologies, such as artificial intelligence, machine learning, etc. An example of the architecture of an automated time accounting complex is given. Customization in the context of business process management is implemented through the priority of the end user's point of view when modeling business processes compared to the point of view of the executor, the owner of the process. It is considered that the business process model from the end user's point of view is built on the basis of customer journey mapping and provides a unique customer perspective on the business process; the key metric for assessing the effectiveness of the business process – customer journey is the characteristic of the customer experience, namely the CSAT satisfaction index. The article explores the essence and practical aspects of implementing ESG (Environmental, Social, and Governance) principles in organizing and improving business processes: the environmental component can be reflected in resource management, ensuring energy efficiency of production processes, the social aspect covers issues of personnel management and interaction with society, while the govermental component is focused on ensuring the principles of compliance, transparency and ethics of business. It is demonstrated that improving business process management is closely related to the integration of digital and intelligent technologies, customer-focused design in the context of increasing the importance of ESG principles.