learning to implement bpm in your organization: how deep you should go?
TRANSCRIPT
ECQA Certified Business Process Manager
Learning to implement BPM in your organization: how deep you should go?
EUROSPI 2012 - Networked Workshop 2012: Business Process Management
25. – 27. 6. 2012
Vienna - Austria
dr. Tomislav Rozman
Agenda
• Motivation for BPM• How much BPM is enough (process
maturity)• CertiBPM course content presention• CertiBPM project, info
BUSINESS PROCESS MANAGEMENT (BPM) – WHY ?
Topic: Introduction
Let us build common terminology
• BPM is the discipline, which covers:– identification, – modeling, – analysis, – documentation, – automatization, – maintenance and – optimization of
business processes
Why should we care about BPM?
•major drivers of introducing BPM to a company*:– need to save money– reduce cost– improve productivity– improve management coordination– improve organizational responsiveness– improve customer satisfaction– improve products
*according to research -P. Harmon & C. Smith, 2010
What is a business process?P01
Training andlearning
P02Examination
P03Certification
Process group - CertiBPM P01 Training and learning
P01-02Register for
training
P01-03Attend live training
P01-04Attend e-learning
based training
P01-05Attend live webinars
based training
P01-07Provide feedback
GOTO P02 Examination
Self assesment = good
yes
P01-06Attend self-study
based training
Choose anycombination
P01-01Self-assessknowledge
P01-00Register onECQA portal
no training (enough experiences)
ECQA training and certification example
What is a business process?P01
Training andlearning
P02Examination
P03Certification
GOTO P03 Certification
P02-01Prepare
case studyCase study = passed?
yes
From P01 Training
P02-02Register for
examExam = passed
Yes
Less than minimum elements passed
P02-03Attend the
examChoose
Self assessment?
yes
No
P01-01Self-assessknowledge
ECQA training and certification example
What is a business process?P01
Training andlearning
P02Examination
P03Certification
GOTO P02 Certification
FromP02 Examination
Want to passadditional elements?
P03-03Exploit your knowledgeand gather evidences
P03-01Receive thecertificate
Yes
Want to become a trainer?
P03-02Register as a certificate
holder and join thecommunity
No
GOTO P1 Become a trainer
Yes
No
ECQA training and certification example
What is a business process?
BPM – HOW MUCH DETAILS DO WE NEED?
Topic: BPM
DETAILS == MATURITY ?
• Process documenting & modelling – a burden?
• Who reads process documentation anyway?• Why bother drawing nice pictures (of
processes)?• Does business changes too frequently
and the process documentation can not follow with the same pace?
• Do detailed process descriptions imply maturity?
Maturity models...
• CMMI (Capability Maturity Models)• SW, Acquisition,...
• IT Management Process Maturity Model• SPICE (ISO 15504• ....• BPMM (Business Process Maturity Model)
• Are you familiar with any other maturity models?• ?
BPMM
• Business Process Maturity Model (OMG)
• Summary: a framework for evaluation of processes' maturityo based on CMMI (Capability Maturity Model Integrated)o maturity levels:
1. Initial - ad-hoc processes, 2. Managed - repeatable processes 3. Standardized - uniform work descriptions 4. Predictable - process results are statistically analysed and
used for optimizations 5. Innovating - the processes are pro-actively improved
o 30 process areas• For process managers, quality managers• More info:
o http://www.omg.org/spec/BPMM/1.0/PDF/
BP Maturity Model = an agreed measure for processes
Process maturity level 1 (initial)
• Chaotic processes• Firefighting• No central process responsibility (process
manager)• Successfull process performance = more by
luck than by analysis• Just get the job done• Everybody has his/her own idea of the workflow• WHAT‘S YOUR EXPERIENCES ? (for your
business!)
Process maturity level 2 (managed)
• Processes are repeatable, – but not documented
• Processes are in ‚employee‘s heads‘• Hard time planning process performance• Planning – to some extent• Process support tools not integrated
(‚islands‘)• WHAT‘S YOUR EXPERIENCES ? (for your
business!)
Process maturity level 3 (standardised)
• standard processes are synthesized from best practices
• A basis for ‚economy of scale‘• No more questions like ‚What‘s the next
step? Or ‚What should I do next?‘ • Documented processes
– Process description documents, Manuals– Graphical process models• WHAT‘S YOUR EXPERIENCES ? (for your
business!)
Process modelling motivation (1/2)• Responsibilities can be easily seen (from the process
model)
• Interactions with information systems can be easily seen
• Communication paths can be easily seen
• Document flow can be easily seen • Bottlenecks can be identified
• Starting phase for optimization
• Great requirements for future process automation
Process modelling motivation (2/2)• We can design an overview of an organization’s
processes
• Quality management standards can be acquired quickly
• The quality manual can be improved with graphical process representations
• New employees can get insight into their work quicker (if learning from process model)
• There are over 75 process modelling tools!
How to achieve level 3?
• Document and model the processes!– How?
• Example:– Process description document– Process model – live modelling
• Group involvement:– Choose & Sketch your most valuable process!
Relation to ECQA Certified Business Process Manager: U1E3 (Modelling) and U1E4 (Documenting)
Level 3 – modelling details
• 1st level: process map or process landscape:
P01Training and
learning
P02Examination
P03Certification
Level 3 – modelling details
• 2nd level: Process group / rough process with major steps
Process group - CertiBPM P01 Training and learning
P01-02Register for
training
P01-03Attend live training
P01-04Attend e-learning
based training
P01-05Attend live webinars
based training
P01-07Provide feedback
GOTO P02 Examination
Self assesment = good
yes
P01-06Attend self-study
based training
Choose anycombination
P01-01Self-assessknowledge
P01-00Register onECQA portal
no training (enough experiences)
Level 3 – modelling details
• 3rd level: process details (+ roles + message flows)
Trai
nee
ECQ
A se
lf-as
sesm
ent
port
al
Choose registrationto Learning portal
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Help wizard opens ina new window
Browse through the skillstree of skills units, learning
elements, andperformance criteria
Self assessperformance criteria,
whole elements orwhole units
Select "Self test" totest your skills
Check your achievedskills profile
Collect evidences toprove your
competence
http://www.ecqa.org/index.php?id=23
Registration
Process - CertiBPM P01-01 Self-assesment
Level 3 – modelling details
• 4th level: IT details– User interfaces– IT systems connectors– Scripts,..
• Purpose = automatization
Process maturity level 4 (predictable)
• Quatitative management of processes– ... which meand MEASURING
• ... Or, KPI‘s (Key performance indicators)• Usage of statistics and methods (e.g. Six Sigma)
• „Predictable“ in reality means:– The product will be produced within X hours– Your case will be resolved within X hours– We‘ll need X of resources to perform the process– The length of the product will fall within the
tolerance +- X%
Process maturity level 4 (predictable)
• Examples of KPIs:
• Where can you find ideas for KPIs?• VRM – Value reference model, SCORM for supply chains
•WHAT‘S YOUR EXPERIENCES ? (for your business!)
• What do you measure?
Process maturity level 5 (innovating)
• Process change management– Means: modifying your processess according to
KPI‘s or feedbacks– ... controlled roll-outs of improved processes– ... Everybody starts working according to new
process at the planned time– Example: Actros
• Planned innovations• Main process: Continuous process improvement
• WHAT‘S YOUR EXPERIENCES ? (for your business!)
FOCUS GROUPWhich processes in your org. are at:•Level 1 (initial/ad-hoc):
– ?
•Level 2 (managed):– ?
•Level 3 (standardised):– ?
•Level 4 (predictable):– ?
•Level 5 (innovating):– ?
BPM COURSE CONTENTTopic: ECQA Certified Process Manager
Brief Description of the CertiBPM Training Brief Description of the CertiBPM Training Program ContentProgram Content
U0; U1.E1 – E5U0; U1.E1 – E5BPM.U0.E0 – IntroductionBPM.U0.E1 - ECQA and Certification InfoBPM.U0.E2 - Conclusions and References BPM.U1.E1 - Process oriented managementBPM.U1.E2 - Managing BPM projectsBPM.U1.E3 - BPM and ModelingBPM.U1.E4 - Documenting Business ProcessesBPM.U1.E5 - Process Simulation & Analysis basics, tools and techniques
U3.E1 – E3U3.E1 – E3BPM.U3.E1 - Human factors in BPMBPM.U3.E2 - Motivating people for process changeBPM.U3.E3 - BPM models, frameworks and standards
U2.E1 – E3U2.E1 – E3BPM.U2.E1 - Choosing your BPM tool/platformBPM.U2.E2 - BPM tools/platformBPM.U2.E3 - BPM and Enterprise architecture
Structure of the CertiBPM Qualification and Certification Structure of the CertiBPM Qualification and Certification Program:Program:
Learning Units and Elements Code
Learning Units and Elements Title
BPM.U0 Informative package
BPM.U0.E0 Introduction
BPM.U0.E1ECQA and certification information (demonstration on www.ecqa.org and the Learning Portal)
BPM.U0.E2 Conclusions and References data base
BPM.U1 Process Oriented Management
BPM.U1.E1 Management System (ISO 9001:2008)
BPM.U1.E2 Managing BPM projects
BPM.U1.E3 BPM and Modeling
BPM.U1.E4 Documenting Business Process
BPM.U1.E5 Process Simulation & Analysis basics, tools and techniques
BPM.U2 BPM and Information Technologies (IT)
BPM.U2.E1 Choosing your BPM tool/platform
BPM.U2.E2 BPM tools/platform
BPM.U2.E3 BPM and architecture
BPM.U2.E4 BPM systems and IT integration
BPM.U3 BPM human aspects. Frameworks and Standards
BPM.U3.E1 Human factors in BPM
BPM.U3.E2 Motivating people for process change
BPM.U3.E3 BPM models, frameworks and standards
BPM.U4 BPM Specializations
BPM.U4.E1 BP manager for IT processes
BPM.U4.E2 BP manager for core sales & marketing processes
FOCUS GROUP
• Which types of BPM knowledge is most needed in your organizations?– Management:
– Technology:
– Pscychology:
Thank you for your patience!
Please register for an on-line BPM training!
More Info about CertiBPM:More Info about CertiBPM:
www.certibpm.info
• We are social: http://www.linkedin.com/groups search for CertiBPM group and join, to get latest updates!
CERTIFIED BUSINESS PROCESS MANAGER – PROJECT INFO
Topic: CertiBPM project
Project objectives
• OBJECTIVE 1: to adapt existing Business Process Management course to ECQA (European Certification and Qualification Association) certification scheme and establish job role, which is valid across the Europe, translate it to Romanian and English language
• OBJECTIVE 2: to adapt the course to the University - Bologna Masters level for Romanian Universities
Project objectives
• OBJECTIVE 3: to transfer the knowledge (CertiBPM project) to the Romanian market (to students from the Universities, industry representatives)
• OBJECTIVE 4: to educate 110 trainees and 14 trainers (regardless of the age, sex, nationality, religion)
• OBJECTIVE 5: to create distant learning course, that will allow training people from different locations
Partners• Applicant organisation: Universitatea Politehnica din
Timisoara (RO)– Contact: prof. dr. Anca Draghici
• Management co-ordinator & idea: BICERO Business Informatics Center Rozman Ltd.– Contact: asst. prof. dr. Tomislav Rozman
• Core partner: proHUMAN Cooperation and Business Management – Contact: asst. prof. dr. Romana Vajde Horvat
• Core partner: I.S.C.N. GesmbH– Contact: dr. Richard Messnarz, Damjan Ekert
• Core partner: DENKSTATT Romania SRL– Contact: Gabriela Fistis
Reference to Authors and Project
Training Materials/Dissemination materials were developed within international consortium “Certified Business Process Manager Committee (CertiBPM-TMC)”:
• BICERO, Business Informatics Center Rozman Ltd, Slovenia, www.bicero.com (Manager of CertiBPM-TMC, initial author of the course)
• proHUMAN, Cooperation and Business Management Ltd., Slovenia, www.prohuman.si• I.S.C.N., International Software Consulting Network, Ireland, www.iscn.com• UPT, Politehnica University of Timisoara, Romannia, www.upt.ro/• DENKSTAT, Sustainable thinking, Romania, www.denkstatt.ro
Development of Training Material was funded with support of European Commission under:• Leonardo da Vinci programme, Transfer of Innovation, Project no. 2010-1-RO1-LEO05-
07445
This publication reflects the views only of the authors, and the Commission cannot be held responsible for any use which may be made of the information contained therein.