Forrester

Why Read This Report

Over the past decade, business process transformation and continuous improvement initiatives have gained strategic traction. Despite C-suite attention, most organizations still fall relatively low on the business process change maturity curve. Fifty-three percent of the respondents to a recent Forrester/IQPC survey of more than 400 business process pros across a wide spectrum of industries reported that their firms use immature management practices and have not moved from isolated, tactical projects focused on cost reduction toward a more holistic, strategically aligned business process management (BPM) program. More mature companies are adopting a target operating model (TOM) to guide their initiatives and help them focus on customer experience and value innovation. Larger organizations see TOM adoption as crucial; without it, enterprises are destined to stumble as they attempt to elevate their business process maturity levels.