The Service Portfolio of a BPM Center of Excellence

Michael Rosemann ()
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Michael Rosemann: Information Systems School, Queensland University of Technology

A chapter in Handbook on Business Process Management 2, 2015, pp 381-398 from Springer

Abstract: Abstract Centers of BPM Excellence (CoE) are a popular organizational setup for the centralized provision of Business Process Management. 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 Business Process Management 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 15 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 process improvement, process training or process forensics. A public sector case study provides further insights into how this approach has been used in practice. Empirical evidence from a survey with 18 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 Model; Compliance Management; Strategic Alignment (search for similar items in EconPapers)
Date: 2015
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DOI: 10.1007/978-3-642-45103-4_16

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