This framework directs thought to how business process management can be introduced successfully. It uses a maturity model to illustrate how involved the steps can be in this intervention. What it does not cover is the technical effort such as BPM notation and software requirements.

1. Business Process Management Competency Centre: An Approach [email_address]

2. Problems Business Impact Process improvement not adopted Poor customer service Process non-compliance Operations not under control Benefits not realised Contractual issues Lack of maturity in business process management Difficult in resourcing Inconsistency Lower productivity Lack of control Higher costs Poor responsiveness to customer Lack of maturity in business process management BPM matters to the organisation

4. Full BPM Delivery Framework Project management People change management Leadership Strategic choice Objective alignment Senior approval Standards Guidelines/ templates Software vehicle High-level process Leadership workshop Delivery plan Stake- holders Measure- ment As-Is maps Process workshop Final design To-Be maps Role design Detailed operations Capability definition Process elements IT solution Testing Business change Environ- ment Benefit model Measure reporting Process repository Total picture Commun- ications Project structure Commun- ications Root cause analysis Scoping Lean analysis Data collection Commun- ications Commun- ications Commun- ications Commun- ications Commun- ications Commun- ications Benefits definition HR change Training Accept- ance Specif- ication Benefit realisation Rewards Monitor Update Profession- al lead Centre of excellence Process owners Commun- ications Coaching

5. Action Strategy statement Toolkit available Standards In place Support ongoing Process mapping guidelines Lean Six Sigma Improvement Outcomes and KPIs – baselined and measured BPM plan and templates Resource management – model timings Communications Executive sponsorship Right person – technical, leader and change BPM-Business goals alignment Culture change – real case and existing levers Process house – approach and delivery framework Process ownership – gaining commitment Super-projects as exemplars IT commitment Process map to computer code - BPEL Exemplars Process repository management Training Running discovery e.g. workshops Benefit realisation – BPM and corporate Business change at all organisational levels Notation - BPMN 2.0 Software tool – Bizagi, Appian Assurance checklist and review PMO governance and configuration control Simple BPM approach

8. BPM Capability Factors Strategy alignment Governance Methods Information technology People Culture Process improvement plan Strategy and process linkage Process architecture Process output measurement Customers and stakeholders Decision making Roles and duties Metrics and performance Project management Controls Customers and stakeholders Standards, guidelines, templates Phases, steps and interfaces Process practice Consulting with people Consistency and continuity Solution software Automation and integration Access to system specification Collaboration Support Process skills and expertise Knowledge of operations Availability Support and sponsorship Process ownership Responsive to change Commitment behaviour Process leadership Belief in service excellence Sharing

10. BPM Progression Initial Repeatable Defined Managed Optimised Current 6 mths 12 mths 24 mths 48 mths CURRENT FUTURE Strategy alignment Governance Methods Information technology People Culture Linkage between of corporate priorities and enterprise processes Transparent accountability, decision making, rewards Approached, tools, techniques, standards, templates Integration, information sharing, software, knowledge management systems, support Process ownership, operational knowledge, skills, availability Beliefs and values leading to attitudes committing to process improvement No linkage Uncoordinated Various methods Divorced Individual effort Reviews Standards Corporate agenda External expertise Involvement Positive support Sophisticated software Automation Structured approach Competency centre Training Internal champions Widely accepted Routine Early warning Full control End-to-end oversight Process initiated Limited commitment

11. BPM Workshops Kick-off Executive Innovate Understand Management Purpose Method Outcome Specify Commit Analyse Improve Control Open mind Align to strategy Multiple Why? Performing Review Scope Goals Root causes Future state Plan Workshop

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