BPM Projects Show Good But Varied Performance

A business process — at its highest level — is any activity that helps an enterprise achieves its goals. Measurement via metrics and comparison via benchmarks are critical to achieve emerging age of the customer goals. So how are our business process management (BPM) programs doing? To find out, Forrester surveyed 739 business architects, process analysts, process executives, technology management professionals, and senior business executives to understand what metrics they found valuable for a value stream or capability they had recent history or experience with. Based on the value stream selected, we then asked baseline information pre- and post-BPM for the selected value stream. This report provides the results as a benchmark for enterprise architects to help shape the BT agenda for investment decisions in BPM programs. This report was originally published on September 21, 2012; Forrester reviewed it for continued relevance and accuracy, found that only light changes were needed, and updated it accordingly.