Steven S Smith, chief technology officer for the US bank Wells Fargo Financial, introduced his company to business process management last year.

Note how he did it: “I didn’t go to our divisional chief executive and say: ‘We are going to invest in this tool’. Instead, we brought the technology in and worked together with the business on a specific issue. It was the business manager who presented to the divisional CEO. He said: ‘Look at the benefits of this new technology’.