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The Service Portfolio of a BPM Center of Excellence

In: Handbook on Business Process Management 2

Author

Listed:
  • Michael Rosemann

    (Queensland University of Technology)

Abstract

A key concept for the centralized provision of Business Process Management (BPM) is the Center of Excellence (CoE). Organizations establish a CoE (aka BPM Support Office) as their BPM maturity increases in order to ensure a consistent and cost-effective way of offering BPM services. The definition of the offerings of such a center and the allocation of roles and responsibilities play an important role within BPM Governance. In order to plan the role of such a BPM CoE, this chapter proposes the productization of BPM leading to a set of fifteen distinct BPM services. A portfolio management approach is suggested to position these services. The approach allows identifying specific normative strategies for each BPM service, such as further training or BPM communication and marketing. A public sector case study provides further insights into how this approach has been used in practice. Empirical evidence from a survey with 15 organizations confirms the coverage of this set of BPM services and shows typical profiles for such BPM Centers of Excellence.

Suggested Citation

  • Michael Rosemann, 2010. "The Service Portfolio of a BPM Center of Excellence," International Handbooks on Information Systems, in: Jan vom Brocke & Michael Rosemann (ed.), Handbook on Business Process Management 2, pages 267-284, Springer.
    • Handle: RePEc:spr:ihichp:978-3-642-01982-1_13
    DOI: 10.1007/978-3-642-01982-1_13
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    Citations

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    Cited by:

    1. Emre S. Ozmen, 2013. "Project Management Methodology (PMM): How can PMM serve organisations today? [Méthodologie de gestion de projets (PMM): Comment peut servir PMM organisations aujourd'hui?]," Post-Print halshs-01200828, HAL.
    2. Rahimi, Fatemeh & Møller, Charles & Hvam, Lars, 2016. "Business process management and IT management: The missing integration," International Journal of Information Management, Elsevier, vol. 36(1), pages 142-154.
    3. Wai Wong & Noor Hazlina Ahmad & Aizzat Mohd. Nasurdin & Marini Mohamad, 2014. "The impact of external environmental on business process management and organizational performance," Service Business, Springer;Pan-Pacific Business Association, vol. 8(4), pages 559-586, December.
    4. A. Van Looy & M. De Backer & G. Poels, 2011. "A theoretical framework and classification of capability areas for business process maturity," Working Papers of Faculty of Economics and Business Administration, Ghent University, Belgium 11/743, Ghent University, Faculty of Economics and Business Administration.

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