On 22 October, Hanna Lukash, Head of the Process Transformation Office at Piraeus Bank, delivered an online lecture, “Process Management Without Illusions: What Actually Works at Each Maturity Level,” for the European Business Association community. 

During the lecture, Hanna explained how to assess a company’s readiness for process changes and choose those that will deliver tangible results. Drawing on her 11 years of experience in process management, she shared a key observation: approaches that work in one company may not work in another because their levels of process maturity differ. 

Hanna also explored problems that arise when work moves between departments: each team completes its part, but no one takes responsibility for the final outcome. In such cases, it is important to agree on how tasks are handed over and appoint an owner for the entire process. The people who carry out the work should also be involved in reviewing it, so that new procedures address the practical difficulties they face. 

The lecture also covered automation. If a process includes unnecessary approvals or duplicated tasks, a new system will retain those shortcomings. Before investing in technology, it is therefore important to simplify the process and then configure the tools to support it. 

To conclude, Hanna proposed a 30-day action plan: select one problematic process, document how it actually works together with the people involved, remove one bottleneck and assess the results. 

Piraeus Bank thanks the European Business Association’s Professional Development Centre for the opportunity to share practical experience with the business community.