The Service Portfolio of a BPM Center of Excellence

Michael Rosemann ()
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Michael Rosemann: Queensland University of Technology

A chapter in Handbook on Business Process Management 2, 2010, pp 267-284 from Springer

Abstract: Abstract A key concept for the centralized provision of Business Process Management (BPM) is the Center of Excellence (CoE). Organizations establish a CoE (aka BPM Support Office) as their BPM maturity increases in order to ensure a consistent and cost-effective way of offering BPM services. The definition of the offerings of such a center and the allocation of roles and responsibilities play an important role within BPM Governance. In order to plan the role of such a BPM CoE, this chapter proposes the productization of BPM leading to a set of fifteen distinct BPM services. A portfolio management approach is suggested to position these services. The approach allows identifying specific normative strategies for each BPM service, such as further training or BPM communication and marketing. A public sector case study provides further insights into how this approach has been used in practice. Empirical evidence from a survey with 15 organizations confirms the coverage of this set of BPM services and shows typical profiles for such BPM Centers of Excellence.

Keywords: Business Process; Process Improvement; Business Process Management; Strategic Alignment; Service Portfolio (search for similar items in EconPapers)
Date: 2010
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DOI: 10.1007/978-3-642-01982-1_13

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