Business processes can be incredibly hard to fathom. The more complex they are, the more difficult it is to find the magic blend of tasks, roles, flows, and other factors that distinguish a well-tuned process from a miserable flop. Even the people who’ve been part of the process for years may have little clue. It’s not just that they refuse to look beyond their job-specific perspectives, for fear of jeopardizing their careers. It’s often an issue of them being too close to the problem to see it clearly, even if they try very hard.
Process analytics is all about identifying what works and doesn’t work. It’s a key focus for us here at Forrester, and I’m collaborating with one of our leading business process management (BPM) analysts, Clay Richardson, on research into this important topic. The first order of business for us is to identify the full range of enabling infrastructure and tools for tracking, exploring, and analyzing a wide range of workflows. It’s clear that this must include, at the very least, business activity monitoring (BAM) tools, which roll up key process metrics into visual business intelligence (BI)-style dashboards for operational process managers. Likewise, historical process metrics should be available to the business analysts who design and optimize workflows. And each user should have access to whatever current key performance indicators are relevant to the roles they perform within one or more processes.
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