Impact of BAM (Business Activity Monitoring) on company performance
Nanterre, March 8th 2012,
Companies increasingly require solutions to optimize their performance. There is a prerequisite: the ability to analyze and measure the activity of business process. IT Departments have invested hugely in market tools or platforms developed internally but the supervision of business processes is complex and needs specific treatment. BAM meets this need.
BAM means acquiring, incorporating, analyzing and presenting data associated with the company’s activity in real time. The data are usually acquired by modeling company processes upstream of Business Process Management. However, BAM can be used regardless of the existence of a BPM solution.
BAM is a corporate solution aimed at providing Key Performance Indicators and malfunction alarms to operations managers and company management in real time. The BAM platform facilitates a reaction as soon as possible in the event of failure and ideally allows the company to be proactive.
BAM is a key process to increase quality of service. It is particularly useful in finance and human resources. In customer services management, BAM approach can help to define key factors such as the average waiting time or the total number of calls resolved. BAM also facilitates the implementation of a quality policy (data protection). BAM systems help to provide performance reports adapted to the expectations of the operating management: Contextualised operation reports, real time information on the activity, etc.
This technology provides a response to companies’ business problems. BAM guarantees that an operation will be carried out end-to-end. It becomes important for strategic operations. An industrial technical architecture is necessary to guarantee the continuous availability of this information. It becomes a necessary element in establishment of a services centre, even more so when the latter is externalized. The information manager must respect commitments made to clients. Hence the need to establish a proactive surveillance system in order to anticipate any problems and to check consistency with service commitments or SLA (Service Level Agreements).
To summarize, BAM objectives are tactical and strategic: to manage business in real time by monitoring the evolution of key performance indicators; to carry out an end-to-end monitoring of business processes but also to personalize activities or accelerate decision-making based on relevant information. The combination of these elements means that the company is more flexible towards its clients’ requirements and the organization is optimized.