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Technologies

A4

Identify and implement technologies for documenting, organizing, and evaluating process improvements.​

Improvement Planning

Practices-Outcomes-Metrics (POM)

Representative POMs are described for Technologies at each level of maturity.

2Basic
  • Practice
    Apply workflow technologies to some high-volume processes within discrete projects.
    Outcome
    Competency in process automation technologies develops.
    Metrics
    • Number of processes in which process automation technologies are used.
    • Number of different process automation technologies in use.
  • Practice
    Evaluate the use of process documentation, modelling, or analysis tools in some projects or business units.
    Outcomes
    • A vision emerges of a portfolio of BPM technologies that addresses key needs.
    • Awareness of the need for a coordinated approach to BPM technologies emerges.
    Metric
    Number of different BPM technologies in use.
3Intermediate
  • Practice
    Have a BPM technology specialist take responsibility to ensure BPM technologies meet business needs and oversee the performance of the required technical support.
    Outcome
    Approved BPM technologies meet business needs.
    Metric
    Satisfaction levels of developers and users with approved BPM technologies.
  • Practice
    Adopt and deploy a small number of approved BPM technologies across the organization.
    Outcome
    Organizational skills coalesce around approved BPM technologies.
    Metric
    Percent of business units and departments using approved BPM technologies.
4Advanced
  • Practice
    Support and promote a functionally rich set of BPM technologies to meet business needs.
    Outcome
    BPM technologies are embraced by IT personnel as a powerful toolset for interactions between IT and the business, and terms associated with these technologies are integrated into the broader IT lexicon.
    Metric
    Satisfaction of all relevant stakeholder groups with BPM technologies.
  • Practice
    Assign responsibility to a designated person or group for BPM technologies to address business needs, oversee application performance, ensure compliance with the enterprise architecture, and to communicate with vendors.
    Outcome
    BPM technologies are managed as a portfolio of critical functionalities.
    Metric
    Profile statistics of performance parameters for each BPM technology.
  • Practice
    Have a technical support group support BPM technologies and provide first-tier problem resolution and user guidance.
    Outcome
    Technical support is efficient and responsive.
    Metric
    Number of issues that require escalation to tier 2 technical support.
5Optimized
  • Practice
    Assign internal technology experts as active participants in the product development planning process of BPM software vendors.
    Outcome
    BPM technologies support a high percentage of activities across the organization.
    Metric
    List of BPM initiatives/projects that add value.
  • Practice
    Conduct continual research to identify new technological options to improve process performance.
    Outcome
    The organization's BPM technology capability is constantly kept at a “leading edge” state.
    Metric
    List of public citations for the organization's use of BPM technologies.