Using Metrics To Drive BPM Excellence...Focus of the right metrics 5 Source: August 29, 2012, “Embrace Five Disruptive Trends That Will Reshape BPM Excellence” Forrester report

Using Metrics To Drive BPM Excellence Craig Le Clair, Vice President, Principal Analyst

© 2012 Forrester Research, Inc. Reproduction Prohibited

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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Runs created = (hits + walks) * total bases / at bats

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Business Needs To Start Playing MoneyBall and Expand View Of Metrics


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.


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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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


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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The C-suite does not exploit business process management metrics

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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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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]

Documents

Using Metrics To Drive BPM Excellence...Focus of the right metrics 5 Source: August 29, 2012, “Embrace Five Disruptive Trends That Will Reshape BPM Excellence” Forrester report