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Stakeholder Management

A5

Generate understanding, motivation, and commitment to process management. This may include communication about process management approaches, success stories, lessons learned, potential value opportunities, and value realized.

Improvement Planning

Practices-Outcomes-Metrics (POM)

Representative POMs are described for Stakeholder Management at each level of maturity.

1Initial
  • Practice
    Encourage project managers to highlight any benefits of using improved processes.
    Outcome
    Awareness of the existence and potential value of BPM begins to emerge.
    Metric
    No metrics.
2Basic
  • Practice
    Have a person or group with assigned authority, begin to propagate common messages about some aspects of BPM among members of an informal community of interest and among potential sponsors of BPM.
    Outcome
    Enthusiasm about the benefits of BPM builds among employees and decision-makers. A sense of community among practitioners takes hold.
    Metrics
    • Number of standard BPM communications or demonstrations given.
    • List of business units and departments receiving BPM communications or demonstrations.
3Intermediate
  • Practice
    Ensure that the BPM Community of Practice meets on regular basis to learn and propagate best practices among BPM practitioners.
    Outcome
    BPM Practitioners feel as if they are part of a unified community.
    Metric
    Satisfaction levels of participants in the BPM Community of Practice.
  • Practice
    Develop a BPM Stakeholder Plan that includes targeted messages for key stakeholders, such as senior managers and project managers.
    Outcome
    Managers understand the rationale for improved process management.
    Metric
    List of key stakeholders receiving targeted messages and frequency of messaging.
  • Practice
    Capture and propagate BPM case studies and testimonials.
    Outcome
    Employees are receptive to participation in process improvement efforts.
    Metric
    Sampling of the degree of effectiveness of case studies and testimonials.
  • Practice
    Launch and maintain a website providing information about BPM.
    Outcome
    BPM practitioners and other personnel can find the information they need about BPM in a self-service environment.
    Metric
    Satisfaction levels with the effectiveness of and ease of access to information in the BPM website.
4Advanced
  • Practices
    • Dedicate full-time resources to gather, develop and communicate case studies, best practices and benefits.
    • Support a management culture that values process management.
    Outcome
    A growing reputation for process excellence is considered a valuable attribute of the organization.
    Metric
    BPM reputational measures from shareholders, employees, and prospective employees.
  • Practice
    Report and communicate, throughout the organization, on BPM progress, BMP insights, and lessons learned.
    Outcome
    Personnel have a good understanding of the ongoing journey associated with BPM
    Metric
    Percentage of sampled personnel receiving targeted messages.
5Optimized
  • Practice
    Have the organization's BPM practitioners and senior managers give presentations to various internal and external forums using materials designed by communications personnel to convey key messages about the organization's BPM initiative.
    Outcome
    The organization is broadly recognized as a paragon of BPM excellence.
    Metric
    List of awards for process management and process excellence.
  • Practice
    Incorporate into stakeholder plans, the requirement to leverage the value of BPM, broadly across the business ecosystem.
    Outcome
    Stakeholder groups serve as key advocates for the organization's process management approach.
    Metric
    Table of recommended advocacy positions agreed or endorsed.
  • Practice
    Use public relation programmes to externally promote the organization as a leading example of BPM best practice.
    Outcome
    The value of the organization's reputation and goodwill increases
    Metric
    Price-Earnings Ratio (For-profit organizations only).