Gartner’s definition of BPM is “a management practice that provides for governance of a business's process environment toward the goal of improving agility and operational performance.“
The definition implies that BPM has both management and leadership and I agree. I would clarify further: leadership of the environment and management of the practices. Let’s see how they both play out by looking at the What, Who, When, and Where of Process Governance.
There are two important streams to governance:
Leadership includes:
Management includes:
Leadership:
There are several leadership process improvement roles:
There may also be a C-Suite Process Steering Committee or Advisory Committee. If the leadership is not formalized at the enterprise level it might be dispersed throughout the organization in different lines of business and within IT. From my experience, it is critical that Leadership not be exclusively within IT; the best practice is to have leadership at several levels-- at the C-Suite, from the business for each process, and within IT as a partner to the business.
Management
The Who in this category are the managers who are BPM Professionals who maintain the standards and practices, often in a BPM Support organization or a Center of Excellence. It is also possible that external consultants might provide the WHO in this arena because of their particular expertise.
Leadership:
The question here is when should BPM Leadership be established. There are several ways to look at this:
Management:
Again the five Process Maturity Levels provide guidance on when certain practices and standards should be started and incorporated in the organization:
Leadership:
Where means where in the organizational structure do the leaders reside? There are four different models I find useful to distinguish where leaders might reside.
Source: Process Ownership: The Overlooked Driver of Sustained BPR Success, by Gary Neilson and Vinay Coulo, Booz Allen Hamilton, 2004
The Structured around Process model has the whole company built around processes, so Process Owners report directly to the CEO. In this model Process Owners have full accountability for their process from product management to revenue, budget, employee management and performance evaluation. This model is the most advanced process centric culture.
The Structured around Process and Functions model has both process and functions reporting to the CEO. Employees report in one of the two areas and there are employees within each process who have functional expertise. Here Processes and Functions have ‘equal status’ organizationally. Notice there are no lines of business. So if a core process is order to cash it might have different customer segmentation by type or size of customer.
The Structured around Functions with Process Owner model is the closest to most organizations, particularly at level 2 and 3 process maturity. Here Process Owners have two jobs – to be a Process Owner for a process that is cross- functional and to do the specific work of their own function.
The Structured Around Function with Process Councils has a functional organization again and is using Process Councils to lead the process effort. This is the most informal form of leadership. I do not see this organizational structure very often. It could occur from a grass roots effort where the council might be more a community of practice. I know of one organization that had many Process Councils (not just for process) but they found the Councils cumbersome, with no clear authority, and they were eventually disbanded.
The organization might be different depending on organizational Process Maturity. You might expect the organization structure to move from the bottom two models up to the top two models with increasing Process Maturity, but that has not been my experience. Rather I have seen organizations build their process culture more around adopting consistent standards and practices.
Management:
Standards and consistent practices need to be proposed, established, housed and monitored somewhere with the organization. Here are three places where that might be:
Governance has two important aspects – Leadership (the people and their roles in Process Management and process projects) and the management of standards and practices. Both are important. Both need to be established at Level 2, but there is flexibility in how each organization proceeds. Evaluating how the organization is doing at exhibiting leadership behaviors and standard practices is one method of seeing if the organization is becoming more process mature.
I teach the course "Establishing Business Process Governance and Centers of Excellence" with BPMInstitute.org - check it out.
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