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For Enterprise Architecture Professionals

Focus On Customers And Business Architecture For Greater Business Process Maturity

Results From The Forrester/IQPC Survey Of Business Process Pros

August 30, 2011


  • By Derek Miers,
  • Alexander Peters, Ph.D.
  • with Connie Moore,
  • Andrew Magarie

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.

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Tools And Templates

Best Practice Assessments

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  • Top Challenges Are Creating A Road Map, Evangelizing, And Ensuring A Customer Focus
  • Not All Process Change Practices Are Created Equal

Models and Calculators

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  • Business Process Pros' Challenges Change As The Organization Matures
  • Business Architecture Efforts Play An Essential Role In Organizational Maturation
  • Organizations' Maturity Levels Are Consistent Across Two Surveys
  • Larger Organizations Struggle To Achieve Higher Maturity Levels
  • Mature Firms Take A More Balanced Approach To Improvement

Table of Contents

  • Challenges Evolve As Organizations Mature Their Business Process Programs
  • An Assessment Of Business Change Practices Shows Relatively Low Scores
  • Building Organizational Maturity Requires A Balanced Approach

  • Balance The Focus Of Your BPM Program To Drive Improvement
  • Supplemental Material
  • Related Research Documents