Business Process Management

Competency Centre: An Approach

Breakthrough Consultancy Enterprises © 2012 bpm@breakthroughconsultancy.co.uk 1

 BPM matters to the organisation
Problems Business Impact

Lack of maturity in
Lack of maturity in
business process
business process
management
management
Difficult in resourcing
Inconsistency
Lower productivity
Lack of control
Higher costs
Poor responsiveness to customer

Poor customer service

Process Process non-compliance
Operations not under control
improvement not Benefits not realised
adopted Contractual issues

Breakthrough Consultancy Enterprises © 2012 2

 Gartner’s BPM success factors
based on research and experience

1. Ensure business buy-in and alignment

2. Select the right first BPM project for your organisation
3. Find the right BPM expertise
4. Find the right roles for your organisation
5. Define your baseline to measure BPM success
6. Leverage organisational change management

Breakthrough Consultancy Enterprises © 2012 3

 Organisational
Full BPM Delivery Framework

performance
architecture

Understand

Implement
Innovate
strategy

Process

Sustain
Launch

Realise
People

values
Build
pad
Strategic Standards High-level Stake- Process Capability Process Environ- Benefit Process
choice process holders workshop definition elements ment model repository

Objective Guidelines/ Leadership Data To-Be Role Specif- Business Benefit Rewards
alignment templates workshop collection maps design ication change realisation

Profession- Software Scoping Measure- Lean Detailed IT Training Measure Monitor

al lead vehicle ment analysis operations solution reporting

Process Total Delivery As-Is Final HR Testing Accept- Commun- Update

owners picture plan maps design change ance ications

Centre of Commun- Project Root cause Benefits Coaching Commun- Commun- Commun-
excellence ications structure analysis definition ications ications ications

Senior Commun- Commun- Commun- Commun-

approval ications ications ications ications

Project management

People change management

Leadership
Breakthrough Consultancy Enterprises © 2012 4
 Simple BPM Action
approach Executive sponsorship
Right person – technical, leader and change
BPM-Business goals alignment
Culture change – real case and existing levers
Strategy
Process house – approach and delivery framework
statement
Process ownership – gaining commitment
Super-projects as exemplars
IT commitment
Process map to computer code - BPEL

Notation - BPMN 2.0

Standards Software tool – Bizagi, Appian
Solution

In place Assurance checklist and review

PMO governance and configuration control

Process mapping guidelines

Lean Six Sigma Improvement
Toolkit Outcomes and KPIs – baselined and measured
available BPM plan and templates
Resource management – model timings
Communications

Exemplars
Process repository management
Support Training
ongoing Running discovery e.g. workshops
Benefit realisation – BPM and corporate
Business change at all organisational levels
Breakthrough Consultancy Enterprises © 2012 5
 Standards
Strategy

Support

Support

Support

Support

Support

Support
Toolkit
Timeline

M1 M2 M3 M4 M5 M6

Projects

Projects

Projects

Projects
Exemplar

Training
Cost
• One dedicated person
• Virtual team and support
• Process management and notation training
• Software licence and training

Benefits
• Clear understanding of “what’s in it for me”
• Greater business control
• Better continuous change practices
• Improved adaptability and responsiveness to changing needs
• Able to deal with and accomplish radical change
• Defined maturity growth path
Breakthrough Consultancy Enterprises © 2012 6
 Essential for BPM Success

BPM project management

Technology
Maturity Tools
Process Support
Innovation Culture
Re-design Governance
People
Attitude
Skills

Where to start?
• Recognise the dangers
• Accept current maturity
• Relate to capability factors
• Decide on target
• Plan for steady progression
Breakthrough Consultancy Enterprises © 2012 7
 BPM Capability Factors
Strategy Governance Methods Information People Culture
alignment technology

Process Decision Standards, Solution Knowledge Process

improvement making guidelines, software of leadership
plan templates operations

Strategy Roles Process Access to Process Commitment

and process and practice system skills and behaviour
linkage duties specification expertise

Process Metrics Phases, Collaboration Availability Belief

architecture and steps and in service
performance interfaces excellence

Process Project Consulting Support Support Sharing

output management with and
measurement people sponsorship

Customers Customers
Controls Consistency Automation Process Responsive
and and and and ownership to change
stakeholders stakeholders continuity integration

Breakthrough Consultancy Enterprises © 2012 8

 BPM Maturity Ladder
Managed/optimised Chief Process Officer (CPO)
BPM established as • Scale of activities • Strategic orientation
strategically • Maintaining process • CPO appointment
important currency • Process owners
• Escaping the detail • Process automation

Competency centre
Repeatable
• Facilitation without • Exemplary delivery
Recognition of value domination • Proper funding
and drive to • Complete support service • Clear results from BPM
institutionalise BPM • Right lead in BPMCC • Communications

Programme
Defined
• Balancing completion to • BPM programme and lead
Several, unconnected new standards • Agreed approach
successes • Gaining momentum • Standards and templates
• Full understanding • Enough trained resource

Initial state Pilot project

• Generating BPM awareness • Process consultant
Chaotic, inconsistent • Be aligned with projects • Existing tools
approach to process • Realistic objectives • Part of the project
modelling • Delivering - small resources • Senior sponsor
Breakthrough Consultancy Enterprises © 2012 9
 BPM Progression
Initial Repeatable Defined Managed Optimised FUTURE
Strategy
alignment 48 mths
Linkage between of No linkage
corporate priorities
and enterprise
processes 24 mths
Governance
Uncoordinated
Transparent 12 mths
accountability,
decision making,
rewards
Various methods
Methods 6 mths

Approached, tools, Divorced

techniques,
standards, Individual effort Current
templates Limited commitment

Information People Culture

technology
CURRENT Integration, information
sharing, software,
knowledge management
systems, support
Process ownership, Beliefs and values leading
operational knowledge, to attitudes committing to
skills, availability process improvement

Breakthrough Consultancy Enterprises © 2012 10

 BPM Workshops

Workshop Purpose Method Outcome

Kick-off Specify Open mind Scope

Executive Commit Align to strategy Goals

Understand Analyse Multiple Why? Root causes

Innovate Improve Performing Future state

Management Control Review Plan

Breakthrough Consultancy Enterprises © 2012 11

 A good read
Business Process Management:
Practical Guidelines to Successful
Implementations
by John Jeston and Johan Nelis
Routledge PICSIE 2nd Edition 2008

Breakthrough Consultancy Enterprises © 2012 12