Table Of ContentBusiness Process Management
To our families
Yvonne, Brittany, Connor, Cassie and Kurt
and
Sandra, Angelique and Mystique
Without the support and inspiration of our families this would not have been possible;
we know it has been tough at times, your understanding will never be forgotten. Thank you.
We will now endeavor to make up the time we have lost with you.
John and Johan
Business Process Management
Practical Guidelines to Successful
Implementations
Second Edition
John Jeston and Johan Nelis
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First edition 2006
Second edition 2008
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Contents
Contributors xi
Foreword xiv
Preface xviii
Introduction xx
Introduction to the second edition xxiii
Acknowledgements xxviii
Training Services xxix
Part I Frequently asked questions 1
Chapter 1 How can we demystify business process management? 3
Brief history of business process management 3
The next big thing (or how mystification begins) 4
BPM hype cycle 4
What is mystifying about BPM? 5
The iceberg syndrome 6
Exploring ‘reality’ 7
Change management and performance measurement 8
Conclusion 8
Chapter 2 What is business process management? 9
Chapter 3 Why is it important to improve business processes before automating them? 12
So, what’s the problem? 12
Why isn’t this working? 13
Why do automated solutions fail to deliver expected benefits? 13
What have we learned from history? 14
Conclusion 15
Chapter 4 When should you do BPM – what are the main drivers and triggers? 16
vi Business Process Management
Chapter 5 Who should be involved in BPM? 20
Management of business processes 20
Use of external BPM experts 23
Chapter 6 Why are organizational strategy and process architecture important in BPM
implementation? 25
Organization strategy 25
Process architecture 27
Chapter 7 How do you sell BPM technology to the organization? 29
Who is buying BPM technology? 32
Who is selling BPM technology? 33
Chapter 8 What are the critical success factors in a BPM project? 35
Chapter 9 What are the critical implementation aspects for a BPM solution? 39
Chapter 10 Why do you need a structured approach to implementing BPM? 41
Conclusion 45
Part II The framework 47
Chapter 11 Framework overview 49
The 7FE project framework 52
Organizational approach to BPM implementations 54
Framework phases 56
Project essentials 59
A process-centric organization 60
Chapter 12 Guidelines on how to use the framework 62
Why a ‘one approach fits all’ philosophy does not work 62
How are BPM projects initiated? 63
Four scenarios in implementing BPM 67
How to determine which scenario is applicable 67
Skipping of a phase 69
Iterative approach 70
Chapter 13 Organization strategy phase 71
Why? 71
Why involve strategy in BPM? 72
Results 74
How? 74
Organization strategy outputs 83
Organization strategy phase risks 84
Chapter 14 Process architecture phase 85
Why? 86
What is process architecture? 87
Results 89
Contents vii
How? 89
Realize value 102
Process architecture outputs 102
Process architecture phase risks 103
Chapter 15 Launch pad phase 106
Why? 106
Results 107
How? 108
Realize value 128
Launch pad phase outputs 128
Launch pad phase risks 128
Chapter 16 Understand phase 132
Why? 132
Results 133
How? 133
Realize value 149
Understand phase outputs 149
Understand phase risks 150
Chapter 17 Innovate phase 152
Why? 152
Results 153
How? 154
Realize value 172
Innovate phase outputs 172
Innovate phase risks 173
Chapter 18 People phase 179
Why? 179
Results 180
How? 181
Realize value 196
People phase outputs 196
People phase risks 197
Chapter 19 Develop phase 200
Why? 200
Results 202
How? 203
Realize value 215
Develop phase outputs 215
Development phase risks 216
Chapter 20 Implement phase 217
Why? 217
Results 218
How? 219
viii Business Process Management
Realize value 226
Implement phase outputs 226
Implement phase risks 227
Chapter 21 Realize value phase 228
Why? 228
Results 230
How? 230
Critical success factors 240
Realize value phase outputs 240
Realize value phase risks 241
Chapter 22 Sustainable performance phase 242
Why? 243
Results 243
How? 243
Realize value 256
Sustainable performance phase outputs 256
Sustainable performance phase risks 257
Chapter 23 Essentials introduction 258
Chapter 24 Project management 260
Why? 260
Results 263
How? 263
Project management risks 280
Chapter 25 People change management 281
Step 1: Resistance to change 283
Step 2: Why change and leadership’s role? 284
Step 3: Components of the change program 286
Step 4: Getting ready for change 290
Step 5: Required behavior 292
Step 6: How do you get there? 293
Chapter 26 Leadership 296
Why? 296
How? 297
What is leadership in the context of a BPM program/project? 297
Summary 307
Part III BPM and the organization 311
Chapter 27 BPM maturity 313
Introduction 313
Business process management maturity 314
Contents ix
The BPMM model 317
Application of the BPMM model 327
Related work 328
Summary 329
Chapter 28 Embedding BPM within the organization 330
Why do we need a special BPM organization structure? 330
What are the results of embedding BPM into the organization? 331
Ownership of processes 341
Part IV: Appendices – tools and techniques 343
7FE Project Management Overview 344
Appendix A: Organization strategy phase 345
Checklist: Organization strategy phase 345
Self-assessment strategy 346
Appendix B: Process architecture phase 355
Checklist: Process architecture phase 355
Sample architecture 356
Appendix C: Launch pad phase 359
Checklist: Launch pad phase 359
Project team structure and roles 360
Business case template 364
Sample report structure 366
Project plan schedule 368
Appendix D: Understand phase 373
Checklist: Understand phase 373
Overview of process model levels 374
Understand workshop – initial workshop presentation 381
Modeling guidelines 382
Issues and opportunities register 383
Appendix E: Innovate phase 384
Checklist: Innovate phase 384
Innovate executive kick-off workshop 386
Steps of an Innovate workshop 387
Questions for an Innovate workshop 392
Innovate case study 393
Sample process gap analysis 397
Appendix F: People phase 399
Checklist: People phase 399
Appendix G: Develop phase 401
Checklist: Develop phase 401
Components of an automated solution 402
Description:Business Process Management. Practical Guidelines to Successful. Implementations. Second Edition. John Jeston and Johan Nelis. AMSTERDAM
