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James Taylor's Decision Management

James Taylor

Building a business process competency center Gartner BPM

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A panel discussion from multiple companies (Wells Fargo, Iron Mountain and Kaiser Permanente) on BPCCs. I am not going to attempt to capture the whole conversation but here are some key lessons/hints/critical success factors:

  • Case studies of the people, process and technology - scheduled presentations help build momentum
  • Best practices templates for people (organization), process (approaches and artifacts), technology (core tools involved)
  • Several of the speakers are in charge of both business process innovation/improvement as well as the business process competency center
  • Three areas of resources - process services (document and understand the process), program services (to help people run large, strategic efforts) and alignment services (standards, governance approach)
  • Follow the money and an urgency for results not just using the tools
  • Many opinions, one set of facts to drive process improvement
  • You need to be willing to change measurement approaches, compensation plans to match process changes
  • Recognize that lots of BPM is going on under multiple different names and bring those people into a BPM Community of Practice
  • Adopt a common methodology, tools and training
  • Staying focused on areas where there is an urgent driver for change like price pressure or compliance problems
  • Sponsorship is essential but so is a shared definition of the problem/possible solution
  • Teach people how to fish so you can move on to new problems
  • Charge for your services as soon as you can

Some interesting suggestions, most of which would be true for any competency center.

James Taylor blogs about decision-management technologies such as predictive analytics and business rules, discussing how they deliver agility, improve business processes and bring intelligent automation to SOA.

James Taylor

James Taylor blogs on decision management for ebizQ, and is an independent consultant on decision management, predictive analytics, business rules, and related topics.

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