Pivotal Resources - Portfolio & Process Management


Business Process Management & Transformation

 Overview of Business Process Management & Transformation

Often misunderstood to be solely about process automation, Business Process Management (BPM) is really a system of best practices – applied foremost by leaders and managers – that help an organization more effectively focus on and achieve value for customers. Business Process Management offers the strongest and most flexible infrastructure around which to build operational excellence and a more responsive, efficient business.

Pivotal’s Change Leadership™ consultants work with you to establish BPM goals and a realistic, sustainable plan to bring end-to-end process management from idea to reality. We engage leadership teams to define strategic (value-stream) processes, clarify critical customer outcomes, highlight cross-business dependencies, refine key metrics and establish roles and responsibilities in the BPM system.


 Rationale & Benefits of Business Process Management & Transformation

As businesses become more complex, as product/service lifecycles shrink, and as stakeholders’ expectations increase, the need for tighter integration and coordination across an organization grows. Business Process Management tackles this challenge head-on by developing knowledge, structures and tools that facilitate cross-functional and cross-business communication and shared responsibility. BPM is based on a simple, common sense principle: that the fundamental systems and processes that deliver value and financial returns should be managed holistically rather than piecemeal.

As many companies have discovered, shifting from traditional organization chart management to real Business Process Management can’t be accomplished overnight. Nor can it happen by assigning it to the IT group. At the same time, it does not require a drastic reorganization to be effective. Our support focuses on building your BPM capability through phases that are as much about evolving as they are implementing.

Critical elements of that evolution include:

  • Process structures and linkages – Building a clearer “big picture” view of your core processes is key to helping senior and middle managers broaden their perspective, and is the starting point for BPM management methods.
  • Strategic customers, outputs and outcomes – What is the “reason for being” behind your existing processes and how well do they address the real needs of customers and your business? This discovery process guides the way to greater alignment of goals, measures and voice of the customer systems.
  • Measures, scorecards and dashboards – The earliest benefit of BPM systems is often the development of more meaningful metrics that can be tied to key business performance and financial indicators. For more, see our services focused on Process Metrics Development.
  • Governance and response systems – BPM begins to pay off when its elements are linked to more informed, collaborative oversight of essential business activities. Determining ownership, responsibilities and methods for proactive response to short and long-term opportunities leads the way to real end-to-end process management.


The value of Business Process Management is supported by many other Pivotal Resources services, including our Project Selection & Portfolio Management consulting and the Fundamentals of Process Ownership workshop for leaders and managers.

Contact us for more information.