A Study on the Deployment of Enterprise Business Process Management – An Insurance Company Case Study
Date Issued
2010
Date
2010
Author(s)
Chia, Ming-Chin
Abstract
This paper looks at the deployment of Business Process Management(BPM) in an insurance company. In addition to defining BPM, its components, and its life cycle, this paper also analyze the factors affecting BPM deployment, at evaluating key performance indicators, and at the interrelationship between the abovementioned effects and indicators, and their level of interrelationship, from a management-level perspective. This paper includes an analysis of system deployment methods, stages of deployment, steps of deployment, proper timing for deployment, the changes to an organization and its processes, key success factors, and a comparison of BPM and ERP(Enterprise Resource Planning) system deployment.
Further, this paper uses an insurance company as a case study to describe cost-effective analysis, target benefits, metrics, and performance realization, for a BPM deployment. Moreover, internal and external surveys were also conducted on the stages, on the performance realization and time considerations, and on the key influencing factors, for system deployment.
In addition, an analysis of performance before and after BPM deployment at the case study company was also completed. Finally, this research compared the case study company''s system deployment experience with that of other companies, based on surveys collected from those other companies, and then ends with final conclusions and suggestions.
The literature review conducted for this paper on BPM deployment steps, methods, and stages, as well as the specific deployment phases and priorities adopted by the case study company, can both serve as reference information for a company considering how to strategically execute a BPM deployment. It is clear that the stages and methods adopted for a BPM deployment will affect BPM strategy outcomes.
A literature review of BPM deployment timing, combined with the case study company''s BPM deployment in reaction to external customer service competition and internal process optimization needs, reveals insights on the best time to initiate a BPM deployment. Ultimately, proper timing affects the efficiency of a BPM deployment.
Another literature review of key success factors and organizational changes, along with a survey conducted by this paper''s author on factors affecting BPM deployment, provide considerable information about what should be given most attention during the execution of a BPM project. BPM performance realization information collected from a literature review focusing on benefits derived from BPM deployment in an insurance company, the target benefits and metrics set by the company in the case study, and a survey conducted on, and subsequent analysis of, performance realization in other companies, can serve as valuable resources for a company to use when evaluating the performance of a BPM deployment.
BPM deployment and implementation is a long and continuous process. In addition to requiring an investment of money, time, and manpower, BPM is ultimately and integral part of a company''s operational strategy and focus that involves adjustments to processes, organization, people, and technologies, and their interrelationships. Only after a series of discussions, preparations, and method adoptions, can a project begin and goals subsequently be achieved.
BPM is an activity that combines strategy, procedure, management, communication, execution, adjustment, improvement, and value realization. Moreover, a BPM''s successful implementation, or lack thereof, can serve as a performance indicator for a company''s processes and management, and can fully reveal the company''s value and competitiveness.
It is also expected that the literature reviews, case study, and survey analyses conducted for this paper can provide a useful comparison analysis and serve as important reference information for future BPM deployments.
Subjects
Business Process Management
BPM
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