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The Service Portfolio of a BPM Center of Excellence

In: Handbook on Business Process Management 2

Author

Listed:
  • Michael Rosemann

    (Information Systems School, Queensland University of Technology)

Abstract

Centers of BPM Excellence (CoE) are a popular organizational setup for the centralized provision of Business Process Management. 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 Business Process Management 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 15 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 process improvement, process training or process forensics. A public sector case study provides further insights into how this approach has been used in practice. Empirical evidence from a survey with 18 organizations confirms the coverage of this set of BPM services and shows typical profiles for such BPM Centers of Excellence.

Suggested Citation

  • Michael Rosemann, 2015. "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, edition 2, pages 381-398, Springer.
    • Handle: RePEc:spr:ihichp:978-3-642-45103-4_16
    DOI: 10.1007/978-3-642-45103-4_16
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    Cited by:

    1. Jurczuk Arkadiusz, 2021. "Barriers to implementation of business process governance mechanisms," Engineering Management in Production and Services, Sciendo, vol. 13(4), pages 22-38, December.

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