Effective business process management centres of excellence

Abstract

This paper explains and describes how Business process management (BPM) Centre’s of Excellence (CoEs) can be effective. Thematic analysis of data collected from two large South African financial services corporations with operational CoEs produced a model based on the Integrated Team Effectiveness Model that shows the factors influencing effectiveness of a CoE. The services the CoE provides as well as the industry standards it chooses to align with were found to have the largest impact. This research provides practical value by highlighting factors organisations can include in their planning and be mindful of when establishing or improving the services of a CoE. The BPM CoE Effectiveness Model presented in this work is a theoretical contribution in this field and an extension to the ITEM model previously used in healthcare.