The Business Process Management Benchmark Report


Explore how CIOs can harness the power of Business Process Management (BPM) to drive innovation, control, and performance within their organizations. This study provides practical insights into solving real-world problems using BPM


In the fast-paced 24x7 global economy, the Global 5000 are searching for means to gain faster, real-time visibility into crucial business processes such as capital risk management, claims tracking, compliance, and inventory management. These processes are integral to successful corporate performance management. However, modern enterprise software applications often lack in-built visibility and “autopilot” control. Furthermore, business processes usually span multiple IT applications, leading to complexities in management and control.

Approximately half of the Global 5000 have adopted Business Process Management (BPM) technology to achieve better control and faster time-to-market for both human-centric and system-centric processes. BPM technology usually encompasses modeling, design, simulation, business rules, monitoring, management, and other IT run-time services.

So what is the problem?

  • Limited Visibility and Control: Many businesses suffer from a lack of real-time insights into critical business operations. Traditional enterprise software often does not offer immediate visibility, leading to a disconnect between business expectations and technological capabilities. A typical challenge expressed by a telecom executive was, “All I wanted to do was see a better slice of our call center queue numbers. IT basically said they could not do that.”
  • Organizational Challenges: Another significant issue is organizational resistance. With more than 70% of companies identifying the need for greater visibility, there exists a dichotomy between widespread need and lack of support from executives. Misunderstandings about technology's potential impact and adherence to traditional methods are common obstacles.
  • Technological Complexities: Data integration, loading, and cleansing are often more complex than anticipated, and there's no one-size-fits-all approach. Different companies have varied requirements based on their budgets, technology maturity, and business objectives. Defining “real-time” also varies, leading to inconsistencies in expectations and implementations.

The solution then would follow:

  • Implementing Business Process Monitoring (BPM): Business Process Monitoring has proven to be an effective solution for gaining real-time visibility into business processes. An average 9% improvement in revenues, a median 12% decrease in process-related expenses, and an 18% return on investment (ROI) have been achieved by companies using this technology.
  • Focusing on Specific Metrics: The top-performing companies succeed by focusing on specific metrics, such as customer satisfaction, rather than broader goals. They also prioritize projects based on expected ROI, invest in technology to extend benefits, develop best practices, and keep an eye on competition.
  • Utilizing BPM and BAM Technologies: These technologies can monitor processes and Key Performance Metrics (KPMs) without the need for a complex data warehouse. Focusing on customer-facing processes has been a common starting point for many companies, aiming to improve customer satisfaction and service levels.
  • Embracing the Technology Aggressively: The Best in Class companies are not risk-averse but are implementing Business Process Monitoring aggressively. There is a direct correlation between this aggression and success metrics, showing the importance of an active approach.

The Global 5000's quest for real-time visibility into critical business processes is both a challenge and an opportunity. By embracing Business Process Monitoring and related technologies, aligning specific metrics, and aggressively pursuing implementation, companies can overcome the existing barriers. The results, as demonstrated by leading companies, can lead to significant improvements in revenue, process-related expenses, and overall customer satisfaction. As Business Process Monitoring interest continues to grow, it stands as a promising strategy for management enhancement across various industries.

The insights derived from the study of BPM and Business Process Monitoring offer valuable lessons for CIOs looking to drive innovation, efficiency, and alignment within their organizations. By taking a hands-on approach to implementing these learnings, CIOs can tackle real-world challenges, ranging from operational visibility to organizational resistance, delivering tangible benefits that align with business objectives.




This The Business Process Management Benchmark Report has been accessed 301 times.
Must Login To Download


Signup for Thought Leader

Get the latest IT management thought leadership delivered to your mailbox.

Mailchimp Signup (Short)

Join The Largest Global Network of CIOs!

Over 75,000 of your peers have begun their journey to CIO 3.0 Are you ready to start yours?
Mailchimp Signup (Short)