We use cookies and other similar technologies (Cookies) to enhance your experience and to provide you with relevant content and ads. By using our website, you are agreeing to the use of Cookies. You can change your settings at any time. Cookie Policy.

Organizations are increasingly recognizing that the sustainable deployment of process management can create significant customer and shareholder value. While technology is an integral component of any process management program, it is by no means the most important element. That’s not to say that Business Process Management Systems (BPMS) are not important. They are. Nor can we say that there aren’t issues around BPMS such as the seamless integration of BPMS with Service Oriented Architecture (SOA) and Business Intelligence (BI). There are indeed such issues to be resolved.

That having been said, establishing the right set of leadership behaviors is arguably the most critical factor in the sustainable deployment of process management. Call it process ownership or process stewardship if you will, but process management governance is a more encompassing and descriptive phrase. Process management governance is an essential ingredient in moving from one-time improvement efforts to the continuous improvement of a company’s critical business processes. It is no less important in assuring sustainability.

Process management governance relies upon the disciplined measurement of what’s important to customers and the explicit assignment of accountability for the performance of a company’s large, cross-functional business processes. The handful of companies who are making progress in establishing robust process management governance have found it to be essential to monitor metrics such as the organization’s performance in delivering ‘perfect orders’ (on-time, complete, defect-free, with an accurate, user-friendly invoice) and the organization’s level of responsiveness to customer inquiries, complaints and requests. Are you monitoring these metrics? Do you understand the current level of performance? Have you estimated the required level of performance? Do you have a plan to close the gap?

Similarly, these process oriented companies have found it important to develop a high level schematic which depicts the organization’s critical business processes along with a supporting document that details where each process starts, where it ends, what output it creates, and which departments need to collaborate in creating value. Such a high level schematic is indispensable in shifting perception from the traditional functional view of business to a more customer-focused business process view.

Know this – if the only schematic you have of the organization is an org chart, then that will influence how your leaders view the business. A high level schematic of how the company operates in process context is equally useful in assigning accountability for the performance of the company’s key business processes and communicating to employees. It equips the leadership team with the context to ask and answer the question, “Which of our business processes need to be improved by how much in order to deliver on our strategic priorities?”


1  2  3  

   Next Page

Explore Our Topics

  • Virtual Conferences
  • Webinars
  • Roundtables

BPM in Action

March 10, 2011

The sixth annual BPM in Action 2011 Virtual Conference will explore cutting-edge market developments in BPM and describe how to leverage them for improved business operation and performance. More

View All Virtual Conferences

Smart Case Management: Why It's So Smart.

Date:Nov 05, 2009
Time:12:00 PM ET- (17:00 GMT)


Date:Oct 29, 2009
Time:15:00 PM ET- (19:00 GMT)

View All Roundtables
  • Research Library
  • Podcasts
  • News

Joe McKendrick: Part II of II: Designing Evolve-ability into SOA and IT Systems

In part two of Joe McKendrick's recent podcast with Miko Matsumura, chief strategist for Software AG, they talk about how SOA and IT systems need to change and grow and adapt with the organization around it.

Listen Now

Phil Wainewright: Helping Brands Engage with Social Media

Phil Wainewright interviews David Vap, VP of products at RightNow Technologies, and finds out how sharing best practices can help businesses understand how best to engage with online communities.

Listen Now

Peter Schooff: Making Every IT Dollar Result in a Desired Business Outcome: Scott Hebner of IBM Rati

Scott Hebner, Vice President of Marketing and Strategy for IBM Rational, discusses a topic on the top of every company's mind today: getting the most from IT investments.

Listen Now

Jessica Ann Mola: Where Will BI Fit In? Lyndsay Wise Explains

In BI, this tough economy and the increasing role of Web 2.0 and MDM are certainly topics on people's minds today. WiseAnalytics' Lyndsay Wise addresses each of them in this informative podcast.

Listen Now

Dennis Byron: Talking with...Deepak Singh of BPM Provider Adeptia

Deepak Singh, President and CTO of Adeptia, joins ebizQ's Dennis Byron in a podcast that gets its hand around the trend of industry-specific BPM.

Listen Now
More Podcasts
  • Most Popular
  • Quick Guide
  • Most Discussed

Quick Guide: What is BPM?

Learn More

Quick Guide: What is Event Processing?

Smart event processing can help your company run smarter and faster. This comprehensive guide helps you research the basics of complex event processing (CEP) and learn how to get started on the right foot with your CEP project using EDA, RFID, SOA, SCADA and other relevant technologies. Learn More

Quick Guide: What is Enterprise 2.0?

A lot of people are talking about Enterprise 2.0 as being the business application of Web 2.0 technology. However, there's still some debate on exactly what this technology entails, how it applies to today's business models, and which components bring true value. Some use the term Enterprise 2.0 exclusively to describe the use of social networking technologies in the enterprise, while others use it to describe a web economy platform, or the technological framework behind such a platform. Still others say that Enterprise 2.0 is all of these things. Learn More