The Service Portfolio of a BPM Center of Excellence

Rosemann, Michael (2010) The Service Portfolio of a BPM Center of Excellence. In vom Brocke, Jan & Rosemann, Michael (Eds.) Handbook on business process management 2 : strategic alignment, governance, people and culture. Springer, pp. 267-284.

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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.

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ID Code: 71376
Item Type: Book Chapter
DOI: 10.1007/978-3-642-01982-1_13
ISBN: 9783642019821
Divisions: Current > Schools > School of Information Systems
Current > QUT Faculties and Divisions > Science & Engineering Faculty
Copyright Owner: Copyright 2010 Springer
Deposited On: 11 May 2014 23:38
Last Modified: 19 May 2016 14:47

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