Info-Tech Research Group 1

V2
Implement Business Process Management
Realize the full potential of your business processes.

Info-Tech Research Group 2
Business Process Management (BPM) implementation projects require a
unique blend of business and technology resources working together to be
successful, delivering operational and strategic value to the organization.
Introduction
IT managers, CIOs, and decision makers
involved in the implementation of BPM.
Small and mid-sized organizations looking
to adopt more process-oriented approaches
to running their business.
Large enterprises wanting more visibility
into, and control of their processes.
Any size organization looking to understand
more about technology options for
implementing BPM.
Organizations wanting to understand more
about how to fit BPM initiatives into larger
initiatives.
Understand the costs, benefits, and time
investment required for a successful BPM
implementation.
Discover the BPM activities that will deliver
the biggest benefits to your organization.
Learn how to take an agile iterative
approach to BPM implementation so that
benefits are realized early.
Understand the challenges commonly faced
during BPM implementation, and how to
avoid them.
Model, Simulate, Streamline, Automate, and
Manage processes within three different
levels of BPM maturity.
This Research Is Designed For: This Research Will Help You:
Info-Tech Research Group 3
Executive Summary

1. Compliance with regulations is a greater
BPM benefit than shorter cycle times:
Survey results show that BPM
implementations provide more control and
auditability of processes with higher
accountability from staff executing activities
in the processes.

2. Organizational culture, business
support, process and technology
maturity are inputs to overall BPM
maturity levels:
BPM can be done with or without
technology. Understanding your
organizations position on these four levers
will help you select an appropriate BPM
implementation path.

3. There are tangible and intangible
benefits to BPM:
Organizations who set out to improve
tangible measurements with BPM discover
many intangible benefits as well.
Info-Tech Insight
Streamline, Automate, and Manage Processes
Identify process bottlenecks and implement corrective actions by
changing process flow, resourcing, and/or improving process control.
Use an iterative process automation approach for faster time to value.
Use automation technology appropriate for your level of BPM maturity.
Monitor and manage processes to measure KPIs and see
improvement.

Discover, Model, and Simulate Processes
Use traditional workshops, job shadowing, or innovative social
collaboration and data mining to discover processes.
Select repeatable and finite core business processes to ease your way
into BPM and demonstrate business value.
A range of tools exist to model processes from inexpensive
diagramming to advanced process modeling: understand the
cost/benefit ratio for each alternative.
Define Your Implementation Strategy

Address cultural challenges first or progress will be slow: fear of
process change and poor process knowledge are the biggest
challenges to BPM implementation success.
Assess your level of BPM maturity to select an appropriate
implementation path: dont try to do too much with too little.
Info-Tech Research Group 4
Develop a Business Process Management (BPM) Strategy

Business Process Management (BPM) is a nebulous term with vague descriptions, blurry
technology definitions, but very real benefits. BPM manages the entire lifecycle of a process,
with technology merely supporting that lifecycle and only where it makes sense.
This solution set will help you understand what BPM is, what its not, and how to build a BPM
strategy. Discover the BPM activities that deliver the biggest benefits. Learn how to get BPM
benefits regardless of technology investment.
Implement Business Process Management

This solution set will help you understand how to implement a BPM initiative regardless of the level of technology that
will be used to support the initiative. It will provide insight and guidance on technology solutions available to assist with
the initiative but is about approaching BPM as an organizational discipline.
Follow Info-Techs Business Process Management Roadmap
for additional BPM guidance and advice
Vendor Landscape:
The Right eForms Solution

Determine which eforms vendor fits best
with your needs and budget.
Vendor Landscape Plus: Business Process
Management (BPM) Suites
Determine what type of BPM software your
organization requires.
Evaluate BPM vendors on price, features,
and products.
Understand the benefits and challenges of
each product for selection and use.
BPM Strategy
Info-Tech Research Group 5
1
2
3
4
5
BPM is a collection of methods and tools used to document, improve, and
monitor business processes.

Streamline processes, improve consistency, increase visibility,
and highlight opportunities; do it all with BPM
The process is monitored to ensure it is
efficient and effective.
Automation is introduced into the process
wherever possible.
The process is streamlined through re-
engineering to fill gaps and eliminate
bottlenecks.
The model is simulated in order to identify
gaps.
A business process is modeled to document
its current state.

=
A B
D
=
E
C
A B C
An undefined,
inconsistent, and
over-complicated
process...
A simplified,
consistent, and
streamlined
process.
BECOMES
The process still generates the same output,
but unnecessary steps and bottlenecks
are eliminated.
The Process The Result
Info-Tech Research Group 6
Implement BPM with a five-step lifecycle to maximize your
chances of success
1. Modelling
Discover and document your processes.
2. Simulation
Simulate process execution and measure
the results.
3. Streamlining
Use simulation and real world process
metrics to identify and remove bottlenecks
for more effective processes.
4. Automation
Take an iterative approach to automate
processes for faster time to value.
5. Management
Monitor, manage, and measure processes
for continual improvement.
Follow these steps to guide your organization through its BPM
implementation.
The Lifecycle
Info-Tech Research Group 7
Whats in this Section: Sections:
Define your implementation strategy
Implementation Strategy
Process Modelling
Process Simulation
Process Streamlining
Process Automation
Process Management
Understand the costs, benefits, and time investment
required for a successful BPM implementation.
Understand the challenges commonly faced during
BPM implementation, and how to avoid them.
Assess your organizations BPM maturity level and
select the appropriate path.

Info-Tech Research Group 8
Manage your processes effectively, or suffer the consequences;
those without BPM arent realizing their full potential
Organizations with poorly managed business
processes suffer from the following symptoms:

Lack of knowledge sharing and collaboration among line
managers limits process streamlining to individual teams.
Processes that achieve similar aims vary from department
to department with no single best practice.
Even when process outputs are specified there isnt a
defined way of achieving objectives.
Consistently missed service delivery targets.
It is impossible to predict when and where process
bottlenecks occur.
Unwillingness of staff to comply with standards and
processes.
Inability to point auditors to proof of compliance
documentation.
Implement BPM to meet targets, increase compliance, and to improve
communication.
IT departments are managing their business processes by:
Equipping the business with the technology necessary to effectively test, optimize, and track processes.
Implementing standardized IT processes.
Continually monitoring the effectiveness and efficiency of business processes in order to make changes when required.
Info-Tech Research Group 9
Lower defect rates, reduce delays, shorten cycle times, and
gain more flexibility in your business processes
BPM
Performance
Metrics
How?
Average
Improvement
Defect rates
BPM improves the predictability
of processes by helping
organizations understand how
they really function.
10%
Frequency of
service or
product
delays
BPM minimizes the likelihood
of surprises that can delay
product or service delivery.
10%
Cycle time
Process evaluation can reduce
the number of steps in
processes.
15%
Customization
and flexibility
By providing a window into
organizational processes, BPM
facilitates mixing and matching
components to produce new
products and services.
15%
*BPM improvement statistics are based on
Info-Tech survey data, N=73.
Based on a survey of Info-Tech clients, BPM implementation leads to
improvements of major factors that can increase profitability.
Without BPM With BPM
Annual
Revenue
$1,000,000 $1,150,000
Defect rate 10% 9.000%
Defect cost $100,000 -$103,500
Results $900,000 $1,046,500
Example:
An organization with a 10% defect rate
implements BPM. Improved process
consistency, efficiency, and effectiveness drives:
A 10% improvement in the defect rate.
A 15% reduction in cycle time, enabling the
output and selling of 15% more product.
The organization increased revenues by
$150,000 per year, and saved $3,500 per year
for a net benefit of $146,500 per year.
Difference
$150,000
-1.000%
-$3,500
$146,500
Info-Tech Research Group 10
Improve compliance with regulations rather than focusing on
BPM for reducing cycle times
Over 80% of organizations saw clear benefits as a result of BPM
implementation most significantly in improving regulation compliance.

Source: Info-Tech Research Group, N = 40
1. The positive impact score was calculated by taking the percentage of respondents
who selected 4, 5 or 6 on the impact scale that went from 1 = Very Negatively
Impacted to 6 = Very Positively Impacted.
2. The improvement score was calculated by taking the percentage of respondents
who selected 5 or 6 on an agreement scale that went from 1 = Strongly Disagree
to 6 = Strongly Agree.
BPM brings a host of other benefits to the
table, including:

Reliability: Processes are repeatable,
automated, and streamlined.
Improved reputation: Business unit perception
of IT improves as reliability improves.
Work-life balance: IT staff can more accurately
plan for their workload based on process
tracking and estimates in order to avoid
overtime.
Profitability: Aligning IT activities closely with
the goals and needs of the organization
positively impacts the bottom line.
Improved efficiency: Repeatable, service-
oriented IT processes result in a smoother-
running business.
Predictability: More projects and tasks will be
completed on time and on budget.
Increased productivity and efficiency:
Resolution of requests mean that end users
have what they need to do their job.
Info-Tech Research Group 11
Dealing with the challenges of BPM revolves around being proactive rather than reactive.
Many factors challenge the success of BPM implementation, but fear of
process change and poor process knowledge are foremost.
Address cultural challenges first or progress will be slow
Fear of burdensome complexity makes both the
business and IT unite in resistance.
- Operations Manager, Financial Services
[Getting] buy-in [was our greatest challenge].
Employees are resistant to change and the benefits
of the change in processes must be clearly
conveyed or the project will be met with resistance.
- CEO, Professional Services
The lack of business unit knowledge [is our greatest
BPM hurdle]. IT is expected to be the holder of all
business process knowledge. [But] business units
have not historically taken the responsibility to map
processes (particularly cross-departmental
processes) or to update them.
- IT Director, Financial Services
Source: Info-Tech Research Group, N = 65
Business leaders weigh-in on the challenges
they faced when implementing BPM:
Info-Tech Research Group 12
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