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A Business Process Management (BPM) Communication Strategy Is Essential
Project leaders, when embarking on a new process management project, need to be aware of the importance of establishing a communication plan when developing and validating a team charter. A finely executed business process managment (BPM) project can suffer disappointing results if an efficient mechanism is not already in place to ensure that vital information is relayed to those members who need it. Typically, team charters include such deliverables as a business case, problem and goal statements, scope, milestones, and roles. What should be added, perhaps in the team charter or as a initiation deliverable, is a plan or strategy for communicating information that is related to the BPM project to its appropriate recipients. At a minimum, Project Leaders should give thought to how the proceedings of team meetings and project work will be communicated so that others in the organization who are on a need-to-know basis will be assured that they remain in the loop. A simple table could be constructed that would display what will be communicated, who will do the communicating, when the communication will take place, to whom the communication will be delivered, how the communications will be delivered, and where the information will be stored. Business Process Management (BPM) Communication Plan ConsiderationsWho – Person who is responsible for delivering the communication, e.g. Project Champion, BPM Project Leader, Business Analyst, Process Owner, Subject Matter Experts, Team Member, etc.What – The type of communication, e.g. team meetings, meeting minutes, team work/action items, project status reports, project timeline, project reviews/tollgates, project success stories/storyboards, etc. Why – The rationale for the communication plan, i.e. to establish and enforce a contract for communication. Where – The location where the recipient will find the communication, if specified. When – The time and/or frequency at which the communication is delivered, e.g. every Friday at close of business, weekly, within 24 hours or next day close of business, etc. How – The delivery mechanism that will facilitate the communication, e.g. electronic mail, voice mail, conference call, video presentation, etc. To Whom – The audience or recipients of the communication, e.g. senior management, the process owner, IT department, team members, etc. Below is a sample communication tool that could be employed in a BPM project that addresses all of the considerations listed on above.
By establishing this communication tool up front and verifying its usage with the project team, the Project Leader becomes indoctrinated on the importance of having an effective communication plan and the team becomes aware of the important role of communicating the team's work. The members who need information the most are often subject matter experts who are not part of the project team, but whose knowledge on a particular aspect of a related process, or a constituent sub-process, is valuable to the team or to the organization. These experts need to be kept in the loop as the project progresses so that when key meetings are to ensue, they are informed, and they can participate in the discussions when important business decisions are made. A well conceived communication plan helps to ensure that potential contributors are not left out of the loop. About the Author:Patrick Waddick is a contributing writer to iSixSigma.com. His full biography can be viewed online at http://www.isixsigma.com/library/bio/pwaddick.asp.Reproduction Without Permission Is Strictly Prohibited – Request Permission Publish an Article: Do you have a process management tip, learning or case study? Share it with the largest community of Business Process Management professionals, and be recognized by your peers. It's a great way to promote your expertise and/or build your resume. Read more about submitting an article.
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