On recent insights, Gartner reported the benefits of BPM technology for BPO organizations. On this article we bring forward practical BPM implementation guidelines that will ease your path through maturity.

1. BPM & BPO
Business Process Management
BPM enabled BPO: foundations for long
term success
By Pietro Casella, Safira, Portugal
this article we bring forward practical BPM implementation guidelines that will ease your path through
maturity.
lowing aspects as key to future able and ready to cope with dif-
Business Process Management success: ferent but compatible process
approach to improve BPO pro- models. Not only should you de-
viders’ performance have been Prepare performance sign for change but it’s equally
widely pointed out by analysts important that you test and pro-
such as Gartner.
monitoring from start mote reusability on your projects.
Most if not all BPMS vendors ad-
The main highlight of this re- Prepare to manage and
vertise some sort of outstanding
search is the impact that BPM
can have on the client experience
out of the box capabilities. From deploy change
our experience though, to fully
(improve service quality and cli-
leverage those features, perfor- One of the biggest challenges of
ent performance) and on your in-
mance monitoring requires prop- BPM projects is the management
ternal performance (reduce costs,
er design and if not addressed at of constant changes. In particular
increase scale). An important
an early stage, design decisions if you follow an agile methodolo-
point is that BPM initiatives on
may impair your future ability to gy, multiple versions of the same
both ends can be a key driver for
capitalize the monitoring ben- process must coexist. When you
the maturity of the relationship.
are running several customers,
this complexity is even higher.
Despite intuitive, the practical
side of implementing such initia- Implement and verify
Your BPM architecture must
tives poses serious challenges. On reusability be prepared for this constant
this article we provide some ad-
change. Make sure your BPMS
vice to ensure a smoother adop- Reusability is another big tenet
features migration and version
tion of BPM on your BPO centers. of BPM platforms. If your strategy
management mechanisms and
includes providing per-customer
that they are robust and tested at
Whether you’re at an early stage process customization, you need
of BPM adoption or already at a to ensure that the bits and pieces
month).
later stage, we highlight the fol- of your actual processes are reus-
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2. BPM & BPO
Mind the User experience outstanding satisfaction in the knowledge.
long run. From our experience, if
Leading BPMS provide UI build- UI is not addressed early, the later Conclusion
ing capabilities which are de- -
signed for implementation speed whelming and a pose a serious When preparing for BPM-ena-
risk to adoption, satisfaction and bling your BPO secure and test
those out of the box features continuity. the major tenets of BPM from
should be privileged as a way to start. Creating a strong founda-
ensure future change bandwidth, Support is critical tion of reusable blocks, perfor-
even if at cost of a modern more mance metrics and change ready
When you rollout BPM on your teams and infrastructure is what
organization, specialized sup- -
From our experience, a moder- port needs arise. The standard- ity to evolve your processes, and
ate investment, at early stages, to faq based approach must be collect the promise to increase
align the out-of-the-box UI with replaced by process-minded re-
your usability standards, also clients.
with reusability in mind, renders knowledge and cross application
The author:
With an eclectic IT consulting background delivering Process Reengi-
neering, Corporate Performance Management and Business Process
Management programs on the Financial Services, Health and NGO
Sectors, he focuses on improving customers’ business performance
through smart BPM enablement, development and servicing initia-
tives. You can reach him by email on
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3. ORGANIZATIONS
We at Bulpros are a young, dynamic team, who
have done
many success-
ful projects is an independ-
and achieved incredible results together. We are
focused on providing the best value projects in
Software development, Web & Mobile develop- the areas of Anti-trust and Merger Control, Bank-
ment, Customer Service, Technical Support & ing and Finance, Corpo-rate and Commercial,
Dispute Resolution, Employment and Pensions,
Energy, Environment and Regulatory, EU Law,
We pride ourselves in our tailored approach to Mergers and Acquisitions, Public Procurement,
each customer and in our inner drive to always PPP and Concessions, Real Estate and Construc-
achieve better and better results and exceed
our clients’ expectations. We work together founding member of bpv LEGAL, an alliance of
every day with the mission of delivering higher
outsourcing value added and innovation to the Bratislava, Brussels, Bucharest, Budapest, Prague
businesses of our customers. We are dedicated to and Vienna, render-ing cross-border legal ad-
visory services to clients in Central and Eastern
prove that, we have successfully gone through Europe.
-
cesses Framework for IT services and support. For further information, please contact us:
Our ambitions reach beyond the Bulgarian bor- Christina Costa, Communication and Public Rela-
ders, but for now we are located in the Bulgarian tions Manager
market; with our services covered by the main Tel: +40 730 61 47 46
- Email: christina.costa@bpv-grigorescu.com
though our operations are located in Bulgaria, Web: www.bpv-grigorescu.com
we have extensive experience in the setup, tran-
sition, and management of large-scale outsourc-
ing projects, supplying multi-language, multi-
cultural delivery for global clients. SAFIRA is at
the forefront
The solutions we provide are not constrained to of Business
industry – we have clients in the automotive, IT, Process Man-
Telecommunication, Financial services, and many agement and
other areas and strive to provide the best cost/ Operational
quality ratio every day of our work with them. Decision Management service delivery, chang-
ing the game of modern process management in
Web: www.bulpros.com leading organizations across the globe.
Contact: ivaylo.slavov@bulpros.com
SAFIRA drives global companies to achieve top
business process performance, through unique
blend of BPM and ODM. We’ve assisted custom-
ers in the Financial Sector to reach the cham-
pion’s league of Operational Excellence by driv-
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4. ORGANIZATIONS
ing down the cost-to-income ratio, we’ve helped Binary Studio is a
setup pan-european level BPM Centers of Excel- dynamically grow-
lence, we’ve made processes mobile, we’ve pro- ing Ukrainian IT
vided full 360° business visibility by automat- nearshoring com-
ing 800+ processes in a single program, and we pany. The essence
helped saving human lives. of our business is
to create long-term
SAFIRA differentiates by focusing, outranking dedicated teams of software developers working
competition in business value propositions, in- as a part of your company’s team and develop-
novation and domain expertise. With this focus ing your software products on such technologies
customers leverage our more than 250.000h of as Microsoft .Net, LAMP, Java and low-level pro-
project experience with Magic Quadrant leaders, gramming (C++).
a team of 120 professionals, BPM project assets The company showed double growth in 2011
and lessons learned from more than 5 BPM pro- and is expected to exceed this result in 2012 due
grams over the last 6 years.
among west European IT companies. We have
Having been awarded Best Place to Work by Hei-
drick & Struggles for 4 consecutive years, we’re www.mobilexdevelopment.com to serve in-
able to attract, develop and retain top talent, and creased clients’ demand for mobile app. devel-
put it to our client’s service. opment (Android, iPhone and WindowsPhone7).
- Our clients are mostly from EU with more than
saw and Barcelona and deliver solutions On-site, half located in DACH region.
Near/Offshore and Mixed Shore to more than 10
countries in Europe, Middle East and Africa.
offers as a nearshoring location, we at Binary Stu-
Contact: Pietro Casella dio add to this our management experience in
Email: this area. We know how software development
Web: process works, what the risks are and how to
manage them, how developers feel about their
work and what to do to make them available for
our client’s projects in a long run.
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Present your company with a sophisticated
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