1. ECQA Certified Business Process Manager
Learning to implement BPM in your organization:
how deep you should go?
dr. Tomislav Rozman
EUROSPI 2012 - Networked Workshop 2012: Business Process
Management
25. – 27. 6. 2012
Vienna - Austria

2. Agenda
• Motivation for BPM
• How much BPM is enough (process maturity)
• CertiBPM course content presention
• CertiBPM project, info

3. Topic: Introduction
BUSINESS PROCESS MANAGEMENT
(BPM) – WHY ?

4. Let us build common terminology
• BPM is the discipline, which covers:
– identification,
– modeling,
– analysis,
– documentation,
– automatization,
– maintenance and
– optimization of
business processes

5. Why should we care about BPM?
•major drivers of introducing BPM to a company*:
– need to save money
– reduce cost
– improve productivity
– improve management coordination
– improve organizational responsiveness
– improve customer satisfaction
– improve products
*according to research -P. Harmon & C. Smith, 2010

6. What is a business process?
P01
P02 P03 ECQA training and
Training and
learning
Examination Certification certification example
Process group - CertiBPM P01 Training and learning P01-03
Attend live training
Choose any
combination
P01-04
P01-00 P01-01 P01-02 Attend e-learning P01-07
Register on Self-assess Register for based training Provide feedback
ECQA portal knowledge training
P01-05
Attend live webinars
Self assesment = good based training
P01-06
Attend self-study
based training
no training (enough experiences)
yes
GOTO P02 Examination

7. What is a business process?
P01
P02 P03 ECQA training and
Training and
learning
Examination Certification certification example
Less than minimum elements passed
P02-01 P02-02 P02-03
No
Prepare Register for Attend the
case study exam exam
m P01 Training
Case study = passed? Choose Exam = passed
Self assessment?
yes
Yes
P01-01
Self-assess
knowledge
yes
GOTO P03 Certification

8. What is a business process?
P01
P02 P03 ECQA training and
Training and
learning
Examination Certification certification example
P03-01 P03-02
Receive the P03-03
Register as a certificate
certificate Exploit your knowledge No
holder and join the
and gather evidences
From community
P02 Examination
No
Want to pass Want to become a trainer?
additional elements?
Yes Yes
GOTO P02 Certification GOTO P1 Become a trainer

9. What is a business process?

10. Topic: BPM
BPM – HOW MUCH DETAILS DO WE
NEED?

11. DETAILS == MATURITY ?
• Process documenting & modelling – a burden?
• Who reads process documentation anyway?
• Why bother drawing nice pictures (of
processes)?
• Does business changes too frequently and the
process documentation can not follow with
the same pace?
• Do detailed process descriptions imply
maturity?

12. Maturity models...
• CMMI (Capability Maturity Models)
• SW, Acquisition,...
• IT Management Process Maturity Model
• SPICE (ISO 15504
• ....
• BPMM (Business Process Maturity Model)
• Are you familiar with any other maturity
models?
•?

13. BPMM
• Business Process Maturity Model (OMG)
• Summary: a framework for evaluation of processes' maturity
o based on CMMI (Capability Maturity Model Integrated)
o maturity levels:
 1. Initial - ad-hoc processes,
 2. Managed - repeatable processes
 3. Standardized - uniform work descriptions
 4. Predictable - process results are statistically analysed and
used for optimizations
 5. Innovating - the processes are pro-actively improved
o 30 process areas
• For process managers, quality managers
• More info:
o http://www.omg.org/spec/BPMM/1.0/PDF/
BP Maturity Model = an agreed measure for processes

14. BPMM framework
Source: http://www.primepmg.com/bpmm.html

15. Process maturity level 1 (initial)
• Chaotic processes
• Firefighting
• No central process responsibility (process
manager)
• Successfull process performance = more by
luck than by analysis
• Just get the job done
• Everybody has his/her own idea of the
workflow
• WHAT‘S YOUR EXPERIENCES ? (for your business!)

16. Process maturity level 2
(managed)
• Processes are repeatable,
– but not documented
• Processes are in ‚employee‘s heads‘
• Hard time planning process performance
• Planning – to some extent
• Process support tools not integrated (‚islands‘)
• WHAT‘S YOUR EXPERIENCES ? (for your business!)

17. Process maturity level 3
(standardised)
• standard processes are synthesized from best
practices
• A basis for ‚economy of scale‘
• No more questions like ‚What‘s the next step?
Or ‚What should I do next?‘
• Documented processes
– Process description documents, Manuals
– Graphical process models
• WHAT‘S YOUR EXPERIENCES ? (for your business!)

18. Process modelling motivation (1/2)
• Responsibilities can be easily seen (from the process
model)
• Interactions with information systems can
be easily seen
• Communication paths can be easily seen
• Document flow can be easily seen
• Bottlenecks can be identified
• Starting phase for optimization
• Great requirements for future process automation

19. Process modelling motivation (2/2)
• We can design an overview of an organization’s
processes
• Quality management standards can be acquired quickly
• The quality manual can be improved with graphical
process representations
• New employees can get insight into their work quicker
(if learning from process model)
• There are over 75 process modelling tools!

20. How to achieve level 3?
• Document and model the processes!
– How?
• Example:
– Process description document
– Process model – live modelling
• Group involvement:
– Choose & Sketch your most valuable process!
Relation to ECQA Certified Business Process Manager: U1E3 (Modelling)
and U1E4 (Documenting)

21. Level 3 – modelling details
• 1st level: process map or process landscape:
P01
P02 P03
Training and
Examination Certification
learning

22. Level 3 – modelling details
• 2nd level: Process group / rough process with
major steps
Process group - CertiBPM P01 Training and learning P01-03
Attend live training
Choose any
combination
P01-04
P01-00 P01-01 P01-02 Attend e-learning P01-07
Register on Self-assess Register for based training Provide feedback
ECQA portal knowledge training
P01-05
Attend live webinars
Self assesment = good based training
P01-06
Attend self-study
based training
no training (enough experiences)
yes
GOTO P02 Examination

23. Level 3 – modelling details
• 3rd level: process details (+ roles + message
flows)
Process - CertiBPM P01-01 Self-assesment
Registration
No Select "I am a new user
Fill out the
and I would like to create
registrati
an account."
Choose registration Select and confirm Select the training
to Learning portal profession body
Already registered to the system before?
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r
i
Select "I have registered to
Yes the system before and Log in with
have a username and existing crede
password."
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24. Level 3 – modelling details
• 4th level: IT details
– User interfaces
– IT systems connectors
– Scripts,..
• Purpose = automatization

25. Process maturity level 4
(predictable)
• Quatitative management of processes
– ... which meand MEASURING
• ... Or, KPI‘s (Key performance indicators)
• Usage of statistics and methods (e.g. Six Sigma)
• „Predictable“ in reality means:
– The product will be produced within X hours
– Your case will be resolved within X hours
– We‘ll need X of resources to perform the process
– The length of the product will fall within the
tolerance +- X%

26. Process maturity level 4
(predictable)
• Examples of KPIs:
• Where can you find ideas for KPIs?
• VRM – Value reference model, SCORM for supply chains
•WHAT‘S YOUR EXPERIENCES ? (for your business!)
• What do you measure?

27. Process maturity level 5
(innovating)
• Process change management
– Means: modifying your processess according to
KPI‘s or feedbacks
– ... controlled roll-outs of improved processes
– ... Everybody starts working according to new
process at the planned time
– Example: Actros
• Planned innovations
• Main process: Continuous process improvement
• WHAT‘S YOUR EXPERIENCES ? (for your business!)

28. FOCUS GROUP
Which processes in your org. are at:
•Level 1 (initial/ad-hoc):
– ?
•Level 2 (managed):
– ?
•Level 3 (standardised):
– ?
•Level 4 (predictable):
– ?
•Level 5 (innovating):
– ?

29. Topic: ECQA Certified Process Manager
BPM COURSE CONTENT

30. Brief Description of the CertiBPM Training Program Content
U0; U1.E1 – E5
BPM.U0.E0 – Introduction
U2.E1 – E3 BPM.U0.E1 - ECQA and Certification Info
BPM.U2.E1 - Choosing BPM.U0.E2 - Conclusions and References
your BPM tool/platform BPM.U1.E1 - Process oriented
BPM.U2.E2 - BPM tools/ management
platform BPM.U1.E2 - Managing BPM projects
BPM.U2.E3 - BPM and BPM.U1.E3 - BPM and Modeling
Enterprise architecture BPM.U1.E4 - Documenting Business
Processes
BPM.U1.E5 - Process Simulation &
Analysis basics, tools and techniques
U3.E1 – E3
BPM.U3.E1 - Human factors in
BPM
BPM.U3.E2 - Motivating people
for process change
BPM.U3.E3 - BPM models,
frameworks and standards

31. Structure of the CertiBPM Qualification and Certification Program:
Learning Units and Elements
Learning Units and Elements Title
Code
BPM.U0 Informative package
BPM.U0.E0 Introduction
ECQA and certification information (demonstration on www.ecqa.org
BPM.U0.E1
and the Learning Portal)
BPM.U0.E2 Conclusions and References data base
BPM.U1 Process Oriented Management
BPM.U1.E1 Management System (ISO 9001:2008)
BPM.U1.E2 Managing BPM projects
BPM.U1.E3 BPM and Modeling
BPM.U1.E4 Documenting Business Process
BPM.U1.E5 Process Simulation & Analysis basics, tools and techniques
BPM.U2 BPM and Information Technologies (IT)
BPM.U2.E1 Choosing your BPM tool/platform
BPM.U2.E2 BPM tools/platform
BPM.U2.E3 BPM and architecture
BPM.U2.E4 BPM systems and IT integration
BPM.U3 BPM human aspects. Frameworks and Standards
BPM.U3.E1 Human factors in BPM
BPM.U3.E2 Motivating people for process change
BPM.U3.E3 BPM models, frameworks and standards
BPM.U4 BPM Specializations

32. FOCUS GROUP
• Which types of BPM knowledge is most needed
in your organizations?
– Management:
– Technology:
– Pscychology:

33. Thank you for your patience!
Please register for an on-line BPM training!

34. M o r e In f o a b o u t C e r t iB P M :
w w w . c e r t ib p
m . in f o
• W e a r e s o c ia l:
h t t p : //w w w . l i n k e d i n . c o m /g r o u p s s e a r c h f o r
C e r t iB P M g r o u p a n d jo in , t o g e t la t e s t
up d a te s !

35. Topic: CertiBPM project
CERTIFIED BUSINESS PROCESS
MANAGER – PROJECT INFO

36. Project objectives
• OBJECTIVE 1: to adapt existing Business
Process Management course to ECQA
(European Certification and Qualification
Association) certification scheme and establish
job role, which is valid across the Europe,
translate it to Romanian and English language
• OBJECTIVE 2: to adapt the course to the
University - Bologna Masters level for
Romanian Universities

37. Project objectives
• OBJECTIVE 3: to transfer the knowledge (CertiBPM
project) to the Romanian market (to students from
the Universities, industry representatives)
• OBJECTIVE 4: to educate 110 trainees and 14
trainers (regardless of the age, sex, nationality,
religion)
• OBJECTIVE 5: to create distant learning course,
that will allow training people from different
locations

38. Partners
• Applicant organisation: Universitatea Politehnica din
Timisoara (RO)
– Contact: prof. dr. Anca Draghici
• Management co-ordinator & idea: BICERO Business
Informatics Center Rozman Ltd.
– Contact: asst. prof. dr. Tomislav Rozman
• Core partner: proHUMAN Cooperation and Business
Management
– Contact: asst. prof. dr. Romana Vajde Horvat
• Core partner: I.S.C.N. GesmbH
– Contact: dr. Richard Messnarz, Damjan Ekert
• Core partner: DENKSTATT Romania SRL
– Contact: Gabriela Fistis

39. Reference to Authors and Project
Training Materials/Dissemination materials were developed within international consortium “Certified
Business Process Manager Committee (CertiBPM-TMC)”:
• BICERO, Business Informatics Center Rozman Ltd, Slovenia, www.bicero.com (Manager of CertiBPM-
TMC, initial author of the course)
• proHUMAN, Cooperation and Business Management Ltd., Slovenia, www.prohuman.si
• I.S.C.N., International Software Consulting Network, Ireland, www.iscn.com
• UPT, Politehnica University of Timisoara, Romannia, www.upt.ro/
• DENKSTAT, Sustainable thinking, Romania, www.denkstatt.ro
Development of Training Material was funded with support of European Commission under:
• Leonardo da Vinci programme, Transfer of Innovation, Project no. 2010-1-RO1-LEO05-07445
This publication reflects the views only of the authors, and
the Commission cannot be held responsible for any use
which may be made of the information contained therein.