Framing the Benefits of Using a BPMS

(Below is an extract of recommendations I made for IP Australia)

This work should be undertaken using a Business Process Management Suite (BPMS). This suite needs to have as basic features: process modelling, simulation, document management, business activity monitoring, IT systems integration, a business rules engine, a business process repository[1], and a workflow engine to generate the following business benefits:

All of the above benefits relate back to the D-G’s vision and the core principles in the TM Vision documents:

Organisational Effectiveness

Streamline and refine the IP system to improve the alignment of public and applicant interests in a global economy

Strategies

Implement search, examination & IP administration processes to reduce rework & optimise quality & timeframe performance of our products/services

Improve ease of access, cost-efficiency & consistency of customer service delivery across multiple channels

Objective

Pursue continuous improvement in our current products and processes (Moderate)
Improve the efficiency & effectiveness of our operations (Moderate)
Maintain excellence in customer service (Minor)

Description

The objective of the Trade Marks Systems Future Project is to develop a concept for a trade mark business model and supporting IT systems over the next decade. The initial stage of this project will involve a scoping study to determine our needs.

Benefits

Provides a modern IT system that improves accessibility and increases the effectiveness and efficiency of our operations

Increased customer satisfaction and confidence with IP Australia

Stakeholder Confidence & Market Relevance

Strengthen stakeholder relationships and better inform decision-making to remain a competitive provider of high quality products and services

Strategies

Deliver Public Education & Awareness programs to increase understanding & appreciation of the value & importance of IP in targeted community segments

Build our reputation as a competitive provider of high quality products & services & develop opportunities to expand our business

Advocate lower cost & simpler mechanisms that assist the process of IP Rights enforcement

Objective

Increase understanding and awareness of IP within the Australian community (Major)

People & Workplace

Be a great place to work where people can realise their full potential and be recognised for their achievements

Strategies

Create a collaborative & achievement oriented work-place through our leadership & performance management approach, contemporary business practices & tools

An overarching vision of IP Australia’s BPM objectives is not an absolute requirement, but it can be a powerful force in galvanizing people around a BPMS deployment. Value creation is an absolute must. The deployment of a BPMS must be directly linked to improvements in operational performance.

Only when you can demonstrate that the first BPM project has delivered measurable results will other projects follow. Velocity of execution — the ability to rapidly adapt to changing business conditions — is the ultimate promise of BPM and it's something the BPMS must deliver.

Benefit Example

These are real world benefits identified in a 2007 paper by Jim Rudden which different enterprises have derived from implementing a BPMS confirming that automating business processes as advocated by the Director-General does actually realise real benefits:

Efficiency:

Eliminate Manual Data Entry Reduction;
Reduce Process Cycle Time Reduction; and
Reduce Manual Analysis/Routing Elimination.

Effectiveness:

Handle Exceptions Faster and Better;
Evolve process improvement;
Make Better Decisions from improved review process results; and
Consistent Execution Customer satisfaction.

Agility:

Faster Regulatory Compliance Change.
Support New Business Models.

Please share your experiences!