Business process management: practical guidelines to successful implementations

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سفارشات و کتابهای الکترونیک 2009

مدیریت ، اقتصاد و حسابداری

Business process management: practical guidelines to successful implementations

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Business process management: practical guidelines to successful implementations

عنوان کتاب:Business process management: practical guidelines to successful implementations

نویسنده:John Jeston, Johan Nelis

ناشر:Butterworth-Heinemann

سال انتشار:2006

زبان کتاب :انگلیسی

تعداد صفحه:437

حجم فایل کتاب:5.44 مگابایت

فرمت فایل کتاب:pdf با کیفیت عالي

فروشنده:Science Archive

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Table of Contents

Contributors xi

Foreword xiii

Preface xvii

Introduction xix

Acknowledgements xxiii

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 5

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

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? 31

Who is selling BPM technology? 33

Chapter 8 What are the critical success factors in a BPM project? 34

Chapter 9 What are the critical implementation aspects for a BPM solution? 38

Chapter 10 Why do you need a structured approach to implementing BPM? 40

Conclusion 44

Part II The framework 45

Chapter 11 Framework overview 47

The BPM implementation framework 50

Organizational approach to BPM implementations 51

Framework phases 53

Project essentials 55

A process-centric organization 57

Chapter 12 Guidelines on how to use the framework 59

Why a ‘one approach fits all’ philosophy does not work 59

How are BPM projects selected? 60

Four scenarios in implementing BPM 62

How to determine which scenario is applicable 62

Skipping of a phase 63

Iterative approach 64

Chapter 13 Organization strategy phase 66

Why? 66

Why involve strategy in BPM? 67

Results 69

How? 69

Organization strategy outputs 78

Organization strategy phase risks 79

Chapter 14 Process architecture phase 80

Why? 81

What is process architecture? 83

Results 84

How? 85

Realize value 98

vi Business Process Management

Process architecture outputs 98

Process architecture phase risks 98

Chapter 15 Launch pad phase 100

Why? 100

Results 102

How? 102

Realize value 121

Launch pad phase outputs 121

Launch pad phase risks 123

Chapter 16 Understand phase 124

Why? 124

Results 125

How? 125

Realize value 140

Understand phase outputs 140

Understand phase risks 141

Chapter 17 Innovate phase 143

Why? 143

Results 144

How? 145

Realize value 165

Innovate phase outputs 165

Innovate phase risks 166

Chapter 18 People phase 167

Why? 167

Results 168

How? 169

Realize value 184

People phase outputs 184

People phase risks 184

Chapter 19 Develop phase 187

Why? 187

Results 189

How? 190

Realize value 201

Develop phase outputs 201

Development phase risks 203

Chapter 20 Implement phase 204

Why? 204

Results 205

How? 206

Realize value 213

Implement phase outputs 213

Implement phase risks 214

Contents vii

Chapter 21 Realize value phase 215

Why? 215

Results 217

How? 217

Critical success factors 226

Realize value phase outputs 227

Realize value phase risks 228

Chapter 22 Sustainable performance phase 229

Why? 229

Results 230

How? 230

Realize value 243

Sustainable performance phase outputs 243

Sustainable performance phase risks 243

Chapter 23 Essentials introduction 245

Chapter 24 Project management 247

Why? 247

Results 250

How? 250

Project management risks 266

Chapter 25 People change management 267

Step 1: Resistance to change 269

Step 2: Why change and leadership’s role? 270

Step 3: Components of the change program 272

Step 4: Getting ready for change 276

Step 5: Required behavior 278

Step 6: How do you get there? 279

Chapter 26 Leadership 282

Why? 282

How? 283

What is leadership in the context of a BPM program/project? 283

Summary 293

Part III BPM and the organization 297

Chapter 27 BPM maturity 299

Introduction 299

Business process management maturity 300

The BPM maturity model 303

Application of the BPMM model 313

Related work 314

Summary 315

Chapter 28 Embedding BPM within the organization 316

Why do we need a special BPM organization structure? 316

viii Business Process Management

What are the results of embedding BPM into the organization? 317

Ownership of processes 327

Part IV: Appendices – tools and techniques 329

Appendix A: Organization strategy phase 331

Checklist: Organization strategy phase 331

Self-assessment strategy 332

Appendix B: Process architecture phase 340

Checklist: Process architecture phase 340

Sample architecture 341

Appendix C: Launch pad phase 344

Checklist: Launch pad phase 344

Project team structure and roles 345

Business case template 349

Sample report structure 351

Project plan schedule 352

Appendix D: Understand phase 358

Checklist: Understand phase 358

Overview of process model levels 359

Understand workshop – initial workshop presentation 365

Modeling guidelines 367

Issues and opportunities register 368

Appendix E: Innovate phase 370

Checklist: Innovate phase 370

Innovate executive kick-off workshop 372

Steps of an Innovate workshop 373

Questions for an Innovate workshop 377

Innovate case study 379

Sample process gap analysis 383

Appendix F: Develop phase 384

Checklist: Develop phase 384

Components of an automated solution 385

Appendix G: People phase 392

Checklist: People phase 392

Appendix H: Implement phase 394

Checklist: Implement phase 394

Training guidelines 395

Appendix I: Realize value phase 398

Checklist: Realize value phase 398

Benefits tracking matrix 400

Contents ix

Appendix J: Sustainable performance phase 401

Checklist: Sustainable performance phase 401

Appendix K: People change management essential 403

Drivers for cultural change 403

Appendix L: Embedding BPM in the organization 405

BPM interest group 405

BPM Forum 406

Outline for process modeling convention 408

Checklist for process modeling and management tool 410

Business process outsourcing (BPO) 416

Important BPM methodologies 418

References and bibliography 429

Index 433

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