using metrics to drive bpm excellence...focus of the right metrics 5 source: august 29, 2012,...
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Using Metrics To Drive BPM Excellence Craig Le Clair, Vice President, Principal Analyst
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Agenda Survey overview and goals
Current BPM metrics do not prepare for the future.
Expanded BPM metrics must capture CxP and agility.
BPM metrics do not get C-suite visibility.
BPM improvements are uneven across metric categories.
BPM showed good but not great success across value streams.
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Agenda Survey overview and goals
Current BPM metrics do not prepare for the future.
Expanded BPM metrics must capture CxP and agility.
BPM metrics do not get C-suite visibility.
BPM improvements are uneven across metric categories.
BPM showed good but not great success across value streams.
3
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Runs created = (hits + walks) * total bases / at bats
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Business Needs To Start Playing MoneyBall and Expand View Of Metrics
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Focus of the right metrics
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Source: August 29, 2012, “Embrace Five Disruptive Trends That Will Reshape BPM Excellence” Forrester report
Only 22% of enterprise use CxP measures for decision-making in C-suite.
There are 82% of business executives, IT, and business process professionals who believe that agility is critical to measure.
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Process pros weigh in, so do business execs and IT
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Request-to-service value streams are best known for BPM
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Agenda Survey overview and goals
Current BPM metrics do not prepare for the future.
Expanded BPM metrics must capture CxP and agility.
BPM metrics do not get C-suite visibility.
BPM improvements are uneven across metric categories.
BPM showed good but not great success across value streams.
8
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Productivity metrics are the main focus — with cycle efficiency the most used
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Percent complete and accurate dominates quality metrics
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Digital disruption generates better ideas faster
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Source: October 27, 2011, “The Disruptor’s Handbook” Forrester report
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Measuring agility is valuable to enterprises
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Measuring agility is a work in progress . . .
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. . . and not a BPM focus today
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Business process management projects with an agility focus are winning
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Agenda Survey overview and goals
Current BPM metrics do not prepare for the future.
Expanded BPM metrics must capture CxP and agility.
BPM metrics do not get C-suite visibility.
BPM improvements are uneven across metric categories.
BPM showed good but not great success across value streams.
16
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The C-suite does not exploit business process management metrics
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Agenda Survey overview and goals
Current BPM metrics do not prepare for the future.
Expanded BPM metrics must capture CxP and agility.
BPM metrics do not get C-suite visibility.
BPM improvements are uneven across metric categories.
BPM showed good but not great success across value streams.
18
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Voice of the customer emerges as primary customer experience metric
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Voice of the customer is top metric for customer experience
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Productivity metrics are the most measured and improved with BPM
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Process cycle efficiency is the most used productivity metric
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Good improvement for customer-experience-focused BPM efforts
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Good improvement for quality-focused BPM efforts
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Percent complete and accurate dominates quality metric usage
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Agenda Survey overview and goals
Current BPM metrics do not prepare for the future.
Expanded BPM metrics must capture CxP and agility.
BPM metrics do not get C-suite visibility.
BPM improvements are uneven across metric categories.
BPM showed good but not great success across value streams.
26
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Manufacturing and request to service see best productivity gains
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Agility is not a current focus and not measured
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Manufacturing leads in customer quality improvement
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Service value streams show excellent results for customer experience
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Thank you Craig Le Clair +1 617.613.6176 [email protected]