Following closely behind is the IT team using the same methodology - understand and define the existing systems/processes, gather business user requirements to meet project goals, and study how those users envision interacting with the new system. Systems alignment is crucial to ensure that the process automation solution to be created has a holistic systemic approach that reduces or eliminates the information silos that plague so many businesses.

Throughout the solution planning phase, the business analyst serves as liaison between business and IT. The BA's ability to speak both languages is crucial, as are listening and facilitating skills. The BA must work with the technical and business team project managers to develop detailed project and resource plans, and document/clarify issues and communications between the two teams. Above all, the BA confirms that requirements are met and usability issues are addressed.

I believe that if more BPM projects would follow these guidelines, the perceived value of BPM would be assured in the market:

• Focus on business strategy,

• Align your strategy with your people

• Align your strategy with your processes

• Align your strategy with your systems

• Align, align, align, and then execute.

• Be disciplined in your opportunity assessment and project planning.

• Do not attempt a project that is too large or too complex.

• Break big projects into manageable phases.

We followed each of these steps for the global technology client mentioned above. Now in our fourth year of rolling out the plan, cost savings are near $US1 billion to date and ROI was achieved within two months of go live. BPM transformation and optimization delivers phenomenal returns when executed strategically.

Yash Pandhi has led multiple BPM projects at Fortune 500 manufacturing and high-tech companies. Prior to founding CollabraLink Technologies, he was senior director of Global e-Business and Supply Chain Technologies for Motorola