Towards a Framework of Process Owner Competencies and Tasks

Process owners are vital to the establishment and functioning of process oriented organisations. However there is a paucity of understanding regarding the tasks process owners should undertake and what competencies they require. Sets of process owner competencies and process owner tasks emerged from interviews with executives from three financial services organisations in South Africa. The first set highlighted business process management, interpersonal, and holistic thinking competencies while from a tasks perspective process measuring, customer experience, staffing, and process improvement were highly ranked. Nonetheless process orientation was found to be more aspirational than applied which was ascribed in part to a lack of business process education.