Gartner Research

Improving Business Processes

Published: 01 May 2009

ID: G00168002

Analyst(s): Andy Rowsell-Jones , John P. Roberts


Improving business processes is the top CIO business priority. Successful CIOs work with business leaders to identify process improvement opportunities, build competencies for managing change and demonstrate IT's ability to improve business outcomes.

Table Of Contents


Executive summary

  • Engage with business leaders
  • Develop process teams and skills
  • Deliver better business outcomes

Engage With Business Leaders

  • Secure a mandate for process change
  • Develop a process orientation
  • Communicate IT's contributions to reinforce process focus
  • Implement early benefits to secure and retain business support
  • Embrace process governance to sustain process focus
  • Are you ready to lead process change?

Develop process teams and skills

  • Create cross-functional process design teams
  • Build process improvement skills
  • Promote business process champions to deliver improved business outcomes
  • Establish and develop business process owners
  • Do you have the team you need?

Deliver better business outcomes

  • Redesign processes and roles before implementing technology
  • Seek further process innovation
  • Conclusion
  • Case Study: Chatsworth Products—Change processes before applications
  • Case Study: Comgas—Restructure IT to contribute to BPI
  • Case Study: Corporate Express—Standardize processes before implementing technology
  • Case Study: Department of Immigration and Citizenship (Australia)— Crisis-driven business transformation
  • Case Study: Freescale Semiconductor—Developing a business process approach to value management
  • Case Study: Harris County Hospital District—New leadership team drives process transformation
  • Case Study: HBO—Shortening time-to-market
  • Case Study: Reliance Communications—Piloting process improvements
  • Case Study: Statkraft—BPI led by IT via strong engagement with the business
  • Case Study: Telstra—Implementing transformational process change
  • Case Study: Toyota Australia—Using cross-functional teams to achieve stretch goals
  • Case Study: Williams Scotsman—Improving customer service processes
  • Case Study: Yorkshire Water—Focusing on core business processes

Further Reading

  • Gartner Executive Programs reports
  • Core research

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