1. Info-Tech Research Group1 V2 Implement Business Process Management Realize the full potential of your business processes.

2. Info-Tech Research Group2 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:

3. Info-Tech Research Group3 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 organization’s 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: don’t try to do too much with too little.

4. Info-Tech Research Group4 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 it’s 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-Tech’s 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

5. Info-Tech Research Group5 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 BC 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 still generates the same output, but unnecessary steps and bottlenecks are eliminated. The Process The Result

6. Info-Tech Research Group6 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

7. Info-Tech Research Group7 What’s 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 organization’s BPM maturity level and select the appropriate path.

8. Info-Tech Research Group8 Manage your processes effectively, or suffer the consequences; those without BPM aren’t 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 isn’t 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. 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.

9. Info-Tech Research Group9 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 BPMWith BPM Annual Revenue $1,000,000$1,150,000 Defect rate10%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

10. Info-Tech Research Group10 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.

11. Info-Tech Research Group11 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:

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