Summary

You need to ask yourself many questions when setting up your internal business process support group. Tables 9.1 through 9.5 listed the essential considerations along with questions regarding what products and services a support group would offer. Your group must work through the following issues:

• What is your mission and value proposition? What style and degree of control will you strive for?

• What other related services, in addition to process management, will you take on?

• What specific process management phases will you support and what services and products will you offer?

• What tools will you select and support?

• Will use of your services be mandatory, or will your clients have an option?

• Will you build a dedicated group of staff, use other internal staff when you can get them, or use outside service providers? What mix of these do you anticipate?

• What will your own processes look like, and how will you manage them?

• Which processes and services will have priority in the near term?

• How will you develop and roll out your service offerings?

This chapter closes the first part of Business Process Management: Profiting from Process. The remaining chapters provide a phase-by-phase description of how to carry out the work.