Best Practice Report

Best Practices: Centers Of Excellence For BPM

COEs Help Bridge Organizational Silos

March 26th, 2008
Mary Pilecki, VP, Principal Analyst
Mary Pilecki VP, Principal Analyst
AS
Andy Salunga
With contributors:
Sharyn Leaver , Colin Teubner , Mary Ann Rogan , Connie Moore

Summary

Businesses across all industries are looking to business process management (BPM) to help gain new efficiencies, create a more consistent customer experience, and provide better data insights. Yet many firms have multiple implementations of the same type of BPM tools, or their siloed departments don't leverage work done in other divisions when improving processes. Forrester spoke with a variety of large firms adopting an emerging trend: developing centers of excellence (COEs) for BPM. We uncovered best practices in five areas: 1) executive sponsorship; 2) process methodology and governance; 3) staffing skill sets; 4) vendor alignment; and 5) key performance indicators (KPIs).

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