Phase 4: Manage and Monitor the Business Process
Once your business process is in production and people are actively using the system, the process will be monitored and managed by various people within your organization – each with a very specific purpose.
IT Staff – As we mentioned above, the IT Staff will manage the underlying BPMS day-to-day. They may also monitor the process for errors or other technical issues that need to be specifically addressed by IT. In the case that a business unit has a process-related issue that they cannot resolve, they may resort to calling IT for assistance.
Managers - Managers have a broad range of potential responsibilities, so we’ll look at a few variations of manager activities within the business process.
Escalations – At various points in the business process, a work item can be “escalated” to a manager (for approval, assistance, response, etc.). Managers will use components of the BPMS to facilitate working queues, item lookups, decision making, and more.
Process Health – Managers will likely be concerned with how the process (and the underlying system) performs versus their business objectives. They will want to know if the process is running smoothly and need to identify bottlenecks, view a real-time charts or KPI data, or perform other real-time analysis.
Process Productivity –Managers will want to know if Service Level Agreements (SLAs) are being met, if items are being completed accurately and on-time, and whether there is a need to re-allocate resources to alleviate bottlenecks, etc.
Team / Individual Productivity – Since managers are often responsible for running teams of people, your BPMS will need to allow managers to determine who their top performers are, what kinds of contributions each individual is making to the process, and which teams are the most productive, etc.
Costs or Volumes – Keeping costs down and productivity up is what makes businesses successful. Therefore an excellent business process includes metrics, dashboards, and other monitoring tools for watching volumes, costs, and other critical thresholds.
Executives – Executives will want to see much of what Managers see. However, there may be different levels at which they want to see this data. Departmental level performance metrics, branch office cost control, worldwide productivity snap-shots and other types of data should be available to executives and, potentially, hidden from other system users.
Dashboards, KPI indicators, gauges, charts, and other high-level monitoring tools must be available to certain managers and Executives in order for them to effectively manage parts of the business process for which they are responsible.