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Process performance measures are the ‘vital signs’ of organizational health, providing a current status assessment, giving clues to possible health issues, and showing progress towards recovery. A government organization implementing a new service did a lot of planning, created a large number of process models, and had many sessions with a wide range of stakeholders. Green lights everywhere, so the service was launched with appropriate ‘ribbon cutting’. Two days later, all were relieved that the launch had gone well; two weeks later, there was a slowly rising murmur of complaint; two months later, service delivery was in virtual gridlock and the murmur was a cacophony. A month after that, it was finally discovered that a key process in the service delivery was often failing, causing significant rework and introducing inordinately long delays. Further analysis found ways to reduce the delays by 95%. After resolving the backlog, normal service delivery resumed. Customer, and staff, memories of the fiasco will, however, never be erased.
Leonardo Consulting has released our BPM training schedule for 2015/16. Our BPM curriculum will assist you to develop all of the required capabilities for effective process-based management. We offer 7 world class courses in our comprehensive BPM Training curriculum, delivered by internationally experienced consultant practitioners who understand the local environment. Our schedule is as follows:
Prof Michael Rosemann is not surprised to see BPM on the list of management disciplines that are going through the so-called trough of disillusionment. For too long now, its practitioners have used BPM only to exploit existing business processes. It’s time to start exploring too – and make BPM exciting again!
