What are the best practices for measuring and communicating BPR outcomes?

SMART objectives are crucial for BPR success. They provide clarity & direction, but don't forget to align em with your enterprise architecture blueprint. It's like building a house - you need a solid foundation before you start decorating!

For defining SMART Objective these are the strategies are serving me well - Assign 1 in charge and 1 deputy in charge person for the smart objective - Review and align them with the enterprise architecture blueprint - Get them reviewed by board members and communicate clearly with them how smart objectives will be a factor in our success and communication moving forward.

Defining SMART objectives is an underrated way of achieving any goal. Personal or professional, doesn't matter. But don't rush while defining your SMART objectives. Take your time with it.

To measure and communicate BPR results in business transformation, focus on key indicators like efficiency, cost reduction, and customer satisfaction. Share progress through clear and concise visual reports to ensure transparency, foster engagement, and support strategic decision-making.

I believe that the best practices in Business Process Reengineering (BPR) include defining key performance indicators (KPIs) aligned with the company's strategic goals, using both quantitative metrics like cost savings and cycle times, and qualitative ones such as customer satisfaction. Additionally, it is crucial to communicate results regularly through visual reports or clear dashboards, keeping stakeholders informed and engaged throughout the transformation process, promoting transparency and continuous improvement.

Além de SMART precisam ser sobre PEOPLE. P - pessoas/clientes como resultado final E - expectativas, precisamos entender e ouvir as expectativas de todos os envolvidos O - organizar, construir ações e relações entre as expectativas e o produto/serviço P - produtivo, é necessário criar um ciclo de evolução contínua, não adianta iniciar e "descer do play" nas primeiras dificuldades L - learning, precisa produzir aprendizado, precisa gerar mudança e agregar valor na relação E - executável, transformado em resultado perceptível pelo cliente. De forma resumida, só ter indicadores SMARTs, sem a sua relação com a pessoa que realmente importa (cliente), estaremos alimentando a vaidade e não o negócio

Measuring and communicating the outcomes of Business Process Reengineering (BPR) initiatives is essential for demonstrating value and ensuring continuous improvement. clearly articulate what the BPR initiative aims to achieve, such as cost reduction, improved efficiency, or enhanced customer satisfaction

In my experience measuring BPR is in establishing KPI's. If the goals have not been defined clearly and aligned with the organization's objectives then you cannot really measure any outcomes such as quality, customer satisfaction, customer retention, customer effort score, net promoter score or other metrics. It all boils down to how customer-centric is the organization. Are they using data to make decisions. Are they involving the right stakeholders to the table. What communication channels are they using? Ans most importantly, how are they addressing feedback concerns?

Choosing right KPI is like picking the right food. If you aren't mindful and measurable of them, it can do you more harm than good. In BPR projects, make sure to include the error rate, cost reduction and revenue increase as KPIs

From my experience, I found that the most important and impactful KPI which I often use in almost all related initiatives are - Cost Reduction - Revenue Increase - Customer Experience / Satisfaction

Choosing the right KPIs is like picking the perfect outfit - it's gotta fit just right! Make sure your KPIs align with your enterprise architecture goals & are measurable across different layers. Don't forget to consider both leading & lagging indicators.

It’s important to select KPIs that are not just measurable but also realistic and relevant to your goals. In one of my BPR projects, tracking cycle time and error rate gave us a clear sense of improvement. The key is to pick metrics that provide real insight into how well you're meeting your objectives.

I believe that measuring and communicating BPR results in a business transformation requires using KPIs aligned with strategic objectives, including metrics like efficiency and customer satisfaction. Additionally, sharing progress through clear, visual dashboards and periodic reports helps ensure transparency and engagement from all stakeholders.

Os KPIs mais relevantes, são aqueles que mudam a relação com seu cliente, seja o CAC, LTV, Churn e demais. Sendo bem pragmático, se não mexer na relação com seu cliente, é vaidade.

Successful BPR requires not just choosing the right KPIs, but also measuring them accurately and establishing a clear benchmark before implementation.

These are the Strategies that are helping me in terms of communication with stakeholders. - Constant and the same content for all stakeholders do not work. Even just sending through Slack or email is not effective at all. - In terms of communication I use the stakeholder segmentation - Engaged, Contorl, Involved and informed. Then build my communication based on that. - I use personalization in communication like CEO wants highlights, CFO wants more finance talk, CIO wants to hear tech talk, COO wants to hear about operational improvement etc. - I setup Steering committee meeting in a schedule basis and put together all the related communication to ensure everyone got the full context

Look for simple ways, yet practical. Create a real-time feedback loop using instant communication channels (e.g., Slack, Teams). This ensures ongoing dialogue with key stakeholders, allowing for immediate adjustments based on live data from process improvements. Scenario: For a company implementing Business Process Reengineering (using transformation principles) to reduce order processing time, set up a dedicated Slack channel where daily performance metrics and updates are shared with stakeholders. Team members can raise concerns or propose improvements in real time. Ahead of any project execution, communcate the purpose, the model & ways of operating. During the transformation, ensure there is communications approach, plan to execute

Stakeholder communication is key, but don't forget to tailor your message to different architecture domains. It's like speaking different languages - your CIO might want tech talk, while your CFO needs financial lingo. Use your EA models to bridge the gap!

Não só se comunique, mas convide-as para a construção. De nada adianta você comunicar que fará algo sensacional a todos os seus clientes, sem isso estar conectado com suas expectativas e dores. Traga-os para a construção, para contribuições constantes (ágeis).

These are the strategies and lession learned that serve me well in this - The more complicated you do the less effective the communication. - I use SMART goal as part of the communication and highlight where we are against it should be - Data and numbers are great a major visual graph is like an energy vampire and confusing in communication material for the reader. - Storytelling approach is helpful but I keep that straight to the point. - For steerco meetings, slide packs and dashboards are the best approaches to present and communicate. - User feedback is a great approach to show before and after situations.

Using visualization tools, you can present data such as a summary of an event or project in the form of a graph, and arrange an informational or analytical collection of information: - DataCraft - Databox (Market leader in data visualization solutions) - Tableau (for those who need to easily visualize data and view results for work) - Zoho Analytics.

I believe that to effectively measure and communicate BPR results in business transformation, it’s essential to use KPIs aligned with strategic goals, including efficiency metrics and customer satisfaction scores. Visual tools, like dashboards, heat maps, and interactive data charts, play a key role in presenting these results clearly. By using periodic reports enhanced with visual elements, you ensure transparency, streamline information flow, and engage stakeholders in the ongoing process and outcomes of transformation.

Use flow charts, Visio, Miro etc to draw out maps. Utilize interactive dashboards (e.g., Power BI or Tableau) that allow stakeholders to drill down into specific metrics, workflows and visualize real-time outcomes of transformation efforts. These tools enhance transparency and clarity by making complex data accessible, making easy to understand the information.

On a recent project, we supported a financial services client through a major business process reengineering (BPR) initiative using visual tools to bring clarity and alignment. At the start, we mapped the “as-is” process in a flowchart, highlighting bottlenecks. For each improvement phase, we used dashboards to track progress and bar charts to compare performance metrics, ensuring all stakeholders could easily grasp the transformation. When presenting the final “to-be” state, we used before-and-after infographics that resonated with the executive team, making the results of BPR tangible. Visual tools enabled us to communicate changes effectively, driving buy-in and excitement across the organization.

When it comes to communicating BPR outcomes, visual tools have been game-changers in my own experience. Here's why they work: Simplify complexity → In one of my projects, using flowcharts to break down complicated processes made it easier for stakeholders to grasp the changes quickly. Show measurable improvements → Graphs and dashboards have helped me clearly illustrate key performance boosts—nothing conveys progress faster than a well-designed chart. Visual storytelling → Presenting before-and-after scenarios with diagrams not only showed results but built a narrative that resonated with both leadership and teams. Visual tools transform how you communicate, making the impact of your BPR clear and persuasive.

Use a tecnologia para escalar e potencializar a captura de feedbacks, expectativas, frustações e diversas outras fontes de dados que podem qualificar a sua relação com os clientes. Utilize a tecnologia como meio, para uma jornada duradoura com o cliente.

In terms of celebration, these are the strategies are helping me the most - I Celebrate small successful that lead to building bigger success - Monthly team activities - Yearly / BRP Program Award - Regularly recognize the great contribution of the team member - Regularly provide feedback and put that as a coaching aspect - Share regularly different team success stories and case studies to the overall transformation team, and mention the team members who are behind those.

I believe that to measure and communicate BPR results in business transformation, it is essential to use strategic metrics (efficiency, costs, and customer satisfaction), along with dashboards for real-time monitoring and clear reporting. Additionally, showcasing success stories helps illustrate the impact and ensure organizational commitment.

Celebrating and sharing the success of your BPR project is key to recognising your team’s contributions. Organising events, awards, or simple recognition ceremonies boosts morale and reinforces the collaborative effort behind the project. Sharing success stories and case studies is equally important. It highlights the outcomes and creates valuable resources for future initiatives. This reinforces the long-term benefits of the BPR, ensuring everyone understands the value it delivered.

Post-celebration, we need to establish a mechanism for continuous monitoring and improvement. Iterative feedback is key to ensuring BPR remains an ongoing process and not a one-time occurrence.