The Basics Of Business Process Management

ey to efficiency in any business or organization is itsthe organization's overall practices, policies and
processes. By processes, we mean the steps andmethods of operation.
actions that must occur for a particular outcome toSolving business problems
be achieved. When those processes go wrong, occurPut simply, BPM solves business problems by
too slowly, or simply don't work, the business orimproving business processes. This is done using a
organization does not succeed.four step method:
Just as processes are the heart of every business or• Map an existing process or design a new
organization, business process management (BPM) isprocess
the heart of making those processes work efficiently.• Execute the process by making the most
Understanding the basics of BPM is the first step inof people and applications
learning how the concept can transform your• Manage the process by managing
business.information flow as well as specific actions and
BPM applicationsactivities
Business process management is generally described• Analyze performance and metrics to feed
in terms of three different levels of application:continuous process improvement
• SoftwareLet's look at a practical example of how BPM solves
• Suitebusiness problems.
• SystemPractical application
Each level brings the concept of BPM to bear in aConsider the case of a small retailer that consistently
different way, expanding in depth and breadth ofreceives complaints from customers regarding poor
BPM as it spreads further and further throughout ancustomer service. With a bit of investigation she
organization. Let's take a look at each level in turn.discovers that employees are not receiving the
Softwaretraining they need to be knowledgeable about the
This level uses software tools to improve businessmost in-demand products. To solve this problem she
processes. It allows the business to automatetakes a BPM approach.
processes, execute them more efficiently, andThe first step is to map the training process. With
monitor progress toward the desired outcome. BPMinput from employees, she creates a flow chart that
software brought a dramatic shift to processshows how product information flows into the store
management because for the first time, informationand is disseminated to employees. The mapping
could flow freely between applications as well asexercise shows that product training is conducted on
between applications and people.the sales floor at the beginning of each shift. Training
BPM software is generally used for simple,time is short and because it takes place right on the
uncomplicated processes within a single group orsales floor, sessions are often interrupted to take
department. It automates manual processes andcare of customers.
streamlines inefficient processes, while allowingThe retailer decides to improve the process by
comprehensive tracking and analysis of execution.conducting training in the back conference room
This information can be used for audit purposes andfifteen minutes before employees are due on the
as a driver for continuous process improvement.sales floor. She assigns a floor supervisor to run the
Suitetraining sessions and collect feedback from
This level allows a business to apply BPM practicesemployees on how well it works.
across multiple departments or groups. Because mostAt the end of two weeks, she analyzes the sales
processes inevitably cross departmental lines at someperformance and notes it has improved dramatically.
point, BPM improves efficiency and performance byShe also notes that employees feel they are better
streamlining inter-departmental connections.informed than before, but would still like periodic
Through the use of a work portal, multiple users canopportunities for more in-depth training, especially
contribute to the process by sharing knowledge, taskwhen new products are introduced. This analysis
management, documents and more.prompts her to introduce monthly two-hour training
A BPM suite is generally used to help a business buildsessions that feature product demonstrations and
composite applications that quickly and easily allow allinteraction from manufacturer representatives.
users to view a process from start to finish,This is a simplistic example of business process
regardless of where they touch or affect thatmanagement, but it effectively illustrates the basic
process.steps that make up BPM, whether at a software,
Systemsuite or system level.
This is the highest level of BPM application, designedSummary
to apply process management concepts across allBusiness process management allows a business or
aspects of an organization. It is a managementorganization to improve and streamline processes to
practice that allows a business to use BPM conceptsincrease efficiency, improve performance, and boost
as a way to focus expertise, improve businessprofitability. It can be applied to a single process, to
structures or culture, and manage activities in asingle or multiple processes that cross departmental
comprehensive manner.lines, or to overall business management practices.
A BPM system takes a holistic view of theThe results can transform a business from just good
organization and helps to bring structure andenough to peak performance – all by paying
consistency to process management. The focus isattention to processes.
not just on software and IT applications, but also on