<img height="1" width="1" style="display:none" src="https://www.facebook.com/tr?id=1907245749562386&amp;ev=PageView&amp;noscript=1">
Event_bg

The Leonardo Blog

All Posts

Crossing the Chasm toward BPM Maturity

Drawing on the lifecycle chasm concept first made popular by Geoffrey Moore (1), Paul Harmon has spoken of a BPM maturity development chasm (2), as shown below. Surveys of BPM Maturity, including the biennial review by BPTrend(3) , show that most organizations that are undertaking some form of process improvement and management are between levels 2 and 3, with many never crossing the chasm to level 3. This is a serious problem because the significant, whole-of-organization benefits are realized at level 3 and above.

 15_BPMM_GAP-717551-edited.png

Fig 1:  The Harmon BPM Maturity Chasm

Most illustrations of the five-step maturity model imply a linear progression from level to level. This is misleading. The biggest step change is from level 2 to level 3. As Paul Harmon eloquently, if graphically, suggests, many don’t make it across the chasm and face a difficult, perhaps impossible, climb to recover.

“We might say that the level 2 team gets up a lot of momentum and then runs and jumps... but it’s in the nature of things that they can never jump completely across the gap, and they hit the wall and slide into the gap – and then crawl out again on the level 2 side. There needs to be a senior executive on the level 3 side of the gap to reach out and give them a hand and pull them up. (4)

At level 2, an organization has a growing acceptance of the importance of processes, some processes have been documented, and process improvement projects are becoming more common, but the process improvement scope is still quite limited and process work itself remains largely siloed. This level of BPM maturity is comparatively easy to achieve.

To achieve and sustain level 3 requires important differences. The key change is that an enterprise process architecture has been developed and is in common use to guide management decisions, and process improvement and management. Process performance begins to be monitored and any anomalies are detected and addressed resulting in proven beneficial business outcomes. Based on a thorough understanding of the process and its operational context, opportunities for small and large improvement can also be sought quite separate to solving performance problems. This makes the process view and resulting activities a strategic, as well as operational, imperative. At BPM maturity level 3, the organization is showing signs of a genuine process-aware culture.15_BPMM_Aspiration_Chasm.png

For most organizations there is a significant gap between their aspirations for higher levels of BPM maturity and the lived reality. This is not to say that crossing the chasm is too hard or too dangerous to be attempted. The lesson is that to be successful organizations need to understand what is involved and prepare properly for the crossing.

 

 

Crossing the Chasm – 2 Virtuous Circles

To their significant benefit, many organizations cross the chasm. In the latest published data from the BPTrends State of BPM Survey(5), about 38% of respondents are at levels 3-5 with approximately 60% of those at level 3. They make it to a point where process-based management is the instinctive approach and process thinking is embedded in the organization’s culture and practice. This is not to say that they have reached enlightened perfection, a process nirvana, but they have created, and increasingly entrenched, a systemic approach to continuous improvement and innovation in how they create, accumulate, and deliver value to their customers and other stakeholders.

How do they do that?

Two virtuous circles facilitate and deliver process-based management at high levels of BPM maturity. The general concepts have been derived by the author from projects across a range of industries and in several different countries. Implementation details vary, but the basic structures are present in successful process-based management environments.

The two virtuous circles are the PO Circle (Process Ownership) and the PI Circle (Process Improvement) as shown in Figure 8. Key activities in the PO Circle are Target-Assess- Respond. In the PI Circle the key elements are As Is-To Be-To Do.

The PO circle is continuously and deliberately testing the performance of all processes to see if their actual or emergent performance gaps or innovation opportunities require a response. Set a performance target for a process, measure what is really happening, and do something if the results are not what they should be. In a process-centric organization this is the core of the Process Owner’s role. This sequence of target-assess-respond ensures an unrelenting focus on the management of process, and therefore organizational, performance.

15-2VC.gifThe PI circle is the process improvement cycle where we identify the current state, define the future state, and then make the required changes. Where real or potential process performance requires intervention, it is the PI circle that delivers process change. The PO circle determines if process adjustment is required in response to a current or emergent performance anomaly, or a development opportunity, and the PI circle discovers, details and delivers the change.

Note that the conscious process management activity starts with the PO circle. The requirement is to be continuously aware of performance gaps or opportunities to challenge the status quo and making evidence-based decisions about which gaps need to be partially or completely closed, and in what order. Processes are selected for PI circle treatment because of the results of PO circle analysis. Pervasive process improvement should be a deliberate management act. Effective ongoing process improvement requires a constant search for processes that can be improved.

The real benefit of continuous improvement comes after the easy changes have been made and this demands, not just the PI circle to effect changes, but the PO circle to continue to uncover the opportunities.

With these two circles consistently working well in a controlled way across the process architecture, an organization is working at the higher levels of BPM maturity. Creating the circumstance were the two circles are ‘consistently working well’ is not a trivial exercise, but once achieved, there is a mental and physical fly-wheel effect that is continuously  optimizing process performance, i.e. continuously assessing and adjusting the organization’s delivery of value to customers and other stakeholders.

Plotting a Course for  Process-Based Management


 

1    Geoffrey A. Moore. Crossing the Chasm, HarperBusiness, 1991.
2    Paul Harmon. The State of Business Process Management, presentation at Building Business Capability Conference, Las Vegas, November 2013.
3   Harmon, Paul and Celia Wolf, 2014. The State of Business Process Management 2014. Accessed 23 August 2014. http://www.bptrends.com/bpt/wp-content/uploads/BPTrends-State-of-BPM-Survey-Report.pdf
4   Personal correspondence between Paul Harmon and the author, 26 August 2014.

5   ibid

 

.

Roger Tregear
Roger Tregear
Roger is a Consulting Associate with Leonardo. He delivers consulting and education assignments around the world. This work has involved many industry sectors, diverse cultures, and organization types. Roger briefs executives, coach managers, and support project teams to develop process-based management. Several thousand people have attended Roger's training courses and seminars in many countries - and Roger frequently presents at international business conferences. Roger has been writing a column on BPTrends called Practical Process for over 10 years. This led to the 2013 book of the same name. In 2011, he co-authored Establishing the Office of Business Process Management. He contributed a chapter in The International Handbook on Business Process Management (2010, 2015). With Paul Harmon in 2016, Roger co-edited Questioning BPM?, a book discussing key BPM questions. Roger's own book, Reimagining Management, was published in 2016.

Related Posts

Leonardo wins 2019 Red Hat Hackathon - Customer Experience with OpenSource

      We're thrilled to share with you that Leonardo has won 2019 Red Hat Hackathon 'ReBoot Customer Experience with Open Source'. Early on Friday morning ( 5am AEDT 13th December 2019),  Leonardo awarded first place from a field that included 320 participants from across the globe.  The Hackathon's brief was to reinvent customer experience using Open Source. Providing an outstanding customer experience that customers actually love is especially challenging in more traditional industries like banking, insurance, telecommunication, public sector/government, healthcare, manufacturing, or transportation. These markets offer great opportunities for change and disruption as has been shown by many examples such as Uber disrupting transportation, Twilio disrupting telcos and Stripe or Transferwise disrupting banking.  We want you to be the next disrupter who creates a customer experience that users actually love.  An Open Source solution - ACE  Airline Customer Experience Our project is an application using a Red Hat Process Automation Manager process-as-microservice developed for "ACE Airlines", our fictional client (see video above for the demo). It communicates personalised, event-driven (gate change, delay, etc.) messages to passengers in the language of their choice, using their preferred communications type (SMS, push notification, email).

How data-driven insights can transform your business

All businesses have processes, from payroll to patient admissions. Often, the larger the organisation, the more unwieldy its processes can become.

Leonardo at 2019 Gartner Symposium ITXPO Gold Coast

Leonardo will be exhibiting at 2019 Gartner Symposium / ITXPO Gold Coast. We will be talking about how we drive end-to-end process improvement - from business architecture and modelling to process mining and automation, integration and platform- implemented for clients using an agile, scalable delivery model.