Press Release

STAMFORD, Conn., March 15, 2011 View All Press Releases

Gartner Announces Winners of the 2011 BPM Excellence Awards

Winners to Present at Roundtable Sessions at the Gartner BPM Summit in Baltimore, April 27-29

Gartner, Inc. announced today the five winners of the Gartner Business Process Management Excellence Awards. The winners are Carphone Warehouse, Lincoln Trust Company, MAXIMUS, a U.S.-Based State Department of Finance and Taxation and UPS IT Shared Services Group. MAXIMUS was also named the "BPM Project/Program of the Year" based on its compelling business results achieved with business process management (BPM).

Each company will share its award-winning BPM expertise in a series of winner-user roundtables with conference attendees at the Gartner BPM Summit taking place April 27-29 at the Baltimore Marriott Waterfront in Baltimore, Maryland.

The awards are given to the companies that most clearly demonstrated excellence in their BPM initiatives. The winners were selected by a review team from the Gartner analyst community.

“Business process management continues to grow in popularity because it offers major business performance improvement advantages. Success in the adoption of BPM is heavily dependent on the ability to tackle people, process, and technology issues at the same time, said Michele Cantara, research vice president at Gartner and BPM Summit conference chair. “These organizations are excellent examples of knowing how to apply organization and change management disciplines and appropriate BPM technologies at different levels of BPM maturity.  Each of these companies saw significant contributions to business outcomes, based on their use of BPM.”

These five companies will be presented with their awards in the following five categories

  • Lincoln Trust Company: Advancing BPM Competency— Sustaining BPM in an organization requires building the competency and having a vision about how BPM will function within the enterprise. Lincoln Trust Company was able to deliver 120 percent return on investment (ROI) in the first year of its BPM program. As a result, BPM is now the way the organization works. Attend this session to hear Lincoln Trust Company discuss how BPM competencies have been incorporated into the decision-making and collaboration activities of executives, managers and workers.
  • A U.S.-based State Department of Finance and Taxation: Attaining BPM Metrics and Performance — The bottom line for process improvement is surrounded by solid goals and metrics to measure end-to-end process improvement, as well as functional excellence. This State Department tax agency needed to resolve more than 400,000 exception filings in a timely fashion without adding head count. The department was able to reduce exception cycle time by 60 percent and save over $1 billion with BPM.
  • MAXIMUS: Delivering Innovative BPM Solutions— Many organizations leverage process improvement for cost cutting and this is a staple for continued existence; however, the best processes exhibit innovation for organizations and constituents. MAXIMUS, an $831 million provider of business process outsourcing services to government health and human services agencies, will explain its innovative use of process intelligence and process simulation, as well as its approach to fostering BPM adoption in its own and its clients’ workforces. In addition to winning the award for “Most Innovative Use” of BPM, MAXIMUS also was the overall BPM Excellence Awards winner.
  • UPS IT Shared Services Group: Furthering BPM Disciplines— Spreading the benefits of BPM on a large scale requires demonstrating success and reinvesting returns in deepening the level of process improvement habits and skills. The UPS IT Shared Services Group identified that a formal BPM platform was needed to aid in addressing a number of process and service challenges while driving change for enhanced business value and alignment. The company achieved the needed results utilizing only internal resources without the aid of outside vendor professional services consultants.
  • The Carphone Warehouse: Leveraging BPM Technology — While process improvement is not solely dependent on BPM technology, many implementations utilize BPM technologies. The Carphone Warehouse Group is Europe’s leading independent retailer of mobile phones and services with over 2,400 stores in nine countries. It also includes Best Buy Europe. Carphone Warehouse used a cloud-based BPM platform to deploy 1,800 processes in eight months to 7,000 colleagues. As a result, it was able to increase customer satisfaction by up to 25 percent in 90 days.

Runners up were also selected in each award category:

  • Best Practices in Advancing BPM Competencies – Nokia Siemens Networks
  • Best Practices for Attaining BPM Metrics – Farmers Insurance Group
  • Delivering Innovative Solutions – Nokia Siemens Networks
  • Furthering BPM as a Discipline – Catalina Marketing
  • Leveraging BPM Technology – Farmers Insurance Exchange

The identification of a Gartner Award winner or finalist is not an endorsement by Gartner of any vendor, product or service. More information on the Gartner BPM Excellence Awards is available at or on the Gartner BPM Summit website at

About Gartner BPM Summit
The Gartner Business Process Management Summit 2011 offers the latest insight on creating and sustaining an agile process-powered organization. This Summit will deliver actionable insights to help companies through today's economic pressures and will showcase the latest process management strategies, implementation tactics and leading technologies to place a company in a stronger position to come out ahead. Additional information is available at


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