Best Practices: Essential Capabilities For Advanced Business Process Centers Of Excellence
How To Turn Process Initiatives Into Sustainable Engines Of Process Optimization
November 22, 2010
Why Read This Report
To turn initiatives into sustainable programs that continuously improve and transform processes, business process professionals must establish centers of excellence (COEs) as quickly as the organization can support them. Advanced COEs in areas like ERP and BPM drive process innovation from the customer perspective, support business transformation led by senior executives, while also optimizing investments in process resources across the enterprise. When implemented as a shared service, or distributed across functional units and cross-functional processes, COEs connect business stakeholders with skilled process pros, service suppliers, and IT vendors through five essential capabilities: 1) clearly articulated portfolios of business process services; 2) formalized relationships with business stakeholders and suppliers; 3) effective working structures for delivering the portfolio; 4) efficient service management processes; and 5) integrated quality assurance. Best practices and case studies show that while business process technologies, methods, and tools may differ from initiative to initiative, mature COEs employ similar organizational and management practices for greatest impact.
Already a Client?
Log in to read this document.
Become a Forrester Client
Customers are the new market-makers, reshaping industries and changing how businesses compete and win. Success depends on how well and how fast you respond. Forrester Research gives you insights and frameworks aligned to your role to shorten the time between a great idea and a great outcome, helping your teams win in the age of the customer. Contact us to learn more.
This report is available for individual purchase ($499 USD).Purchase
Tools And Templates
Models and Calculators
- Business Process Self-Diagnostic Tool For Improving Essential COE Capabilities
Table of Contents
- Set Up COEs To Focus On Process Transformation, Innovation, And Efficiency
- Build Your Core: Responsibility, Profiling, Specialization, Service Management
- Identify Your Challenges
- Case Studies Provide A Wealth Of Best Practices Across Many Processes
- Supplemental Material
- Related Research Documents
The Evolution Of India-Centric Management Consulting
November 23, 2011 | Stephanie Moore
It's High Time You Explored Application Maintenance And Support Automation
December 7, 2016 | Somak Roy
Bring Your Applications Management Services Into Your Digital Future
April 5, 2016 | Bill Martorelli