Chapter 2 - Business Process Management

Business Process Management (BPM)

_____ is a systematic approach to improving an organization’s processes to increase efficiency, effectiveness, and adaptability

Streamline operations
Enhance customer satisfaction
Foster innovation
Support digital transformation

Key goals of BPM

process

A ___ is a collection of related tasks that produce a specific service of product

BPM

---

focuses on designing, modeling, executing, monitoring, and optimizing business processes

BPM

It aligns processes with organization goals

Processes are assets

Just like people or equipment, processes must be managed strategically

Processes should be managed and continuously improved

No process is ever perfect; improvement should be constant

Information technology (IT) is an essential enabler

IT tools support automation, data collection, and visibility

Organizational culture
Structure leadership
Technology

BPM is implemented through ______, ____, and ______

process-oriented

Goal is to build an adaptive, ______ organization

end-to-end

Move from departmental silos to _____ process focus

collaborate

Cross-functional teams ____ to achieve shared goals

owner

Each key process needs a dedicated ____

responsible, accountability

The dedicated owner should be ____ for process performance and continuous improvement and ensure _____

Top-Down

Leadership supports BPM with resources and vision

Bottom-Up

Employees execute and contribute to improve ideas

SAP, Oracle, Zoho, Camunda

BPM software

Workflow automation
Real-time monitoring
Data-driven decision making

BPM software enables

ERP
CRM
Workflow engines

IT to manage processes

Kaizen

Encourage ____ mindset (small, continuous improvements)

Key Performance Indicator

KPI

process success

Employee recognition should reflect ___, not just individual performance

Business Process Reengineering (BPR)

Radical redesign for major improvement

Total Quality Management (TQM)

Organization-wide quality focus

Lean
Six Sigma
PDCA (Plan-Do-Check-Act)

Other tools

Design
Model
Execute
Monitor
Optimize

Phases of BPM

Design

Map and plan the process

Model

Simulate and test the process

Execute

Deploy the process with automation and resources

Monitor

Track performance using KPIs

Optimize

Improve the process based on data and feedback

Agile project management
Digital transformation
Data analytics

BPM integrates with

holistic

A ___ approach boosts resilience, efficiency, and customer value