Independent analyst Intercai Mondiale conducted a research study on behalf of BPM software provider TIBCO Software Inc. to gain insight into the benefits that customers are realizing from the deployment of BPM software in their organizations, the processes they are applied to, and the management environment that supports the achievement of these benefits.
The results indicate that customers are taking a more strategic, “process-centric” approach to the management of their organizations, linking customer facing and back office operations to form “end-to-end,” core business processes. BPM software is increasingly being deployed as a key enabler of this strategy, and the use of BPM within customer organizations appears to be extending across the enterprise and deepening within existing processes.
Respondent Profile
The average number of employees of responding organizations was approximately 11,100. In general, respondents had significant experience using BPM operationally in their organizations, with 59% of respondent organizations having implemented it at least 2 years previously.
Benefits Reported
100% increased productivity
95% improved quality of service
82% reduced operating costs
82% saw faster process cycle times
Benefits vs. Plan
While a level of benefits would be expected from such an investment in technology, respondents were further questioned as to how the benefits realized compared to those expected at the planning stage
80% reduced operating costs more than they expected
89% increased productivity more than they expected
82% reduced IT costs more than they expected
88% improved their quality of service more than they expected
Conclusions
The study provides valuable insight into current and future trends in the implementation of BPM software, the environment in which it is deployed in and the objectives and benefits that customers have achieved.
Increasingly customers are taking a more strategic, “process-centric” approach to the management of their organizations, linking customer facing and back office operations to form “end-to-end,” core business processes.
BPM software is increasingly deployed as a key enabler of this strategy, and is instrumental in the adoption of modern management practices, as well as being used as a tool to improve business agility and a platform for systems integration and development.
The use of BPM within customer organizations appears to be extending across the enterprise and deepening within existing processes.
Overall those business benefits realized are greater than expectation in as many as 80% of cases in some areas of performance.
Significant benefits are widely reported from existing deployments, notably improvements in productivity and customer service quality in excess of 50%.
Against any conventional investment criteria, the tangible and intangible benefits experienced by existing customers from deploying BPM would suggest the basis for a compelling business case to potential users within the Telecoms, Insurance, Finance and Government Sectors.
