A process center of excellence (CoE) is a centralized team or function that drives process improvement, governance and capability building across an organization.
They are the process experts, the ones who know Lean methodology and Gemba Kaizen practices. They are the ones people turn to for ideas on automation, for keys on optimization and they are the ones that lead process training.
“When companies embark on big transformations, they need a way to accelerate speed, keep track of projects through a centralized platform and share best practices across the organization,” says Ekaterina “Katie” Curry, managing director and head of operations, multifamily/leasetrack at MSI and PEX Network Advisory Board member.
A process CoE can assist with each of these three areas and while it may seem counterintuitive, smaller/growing companies can benefit tremendously from process CoEs too, she adds. “They help them design robust, efficient processes and act as a learning center while team members get upskilled on process best practices.”
10 benefits of a process CoE
Here are 10 benefits of creating and implementing a process CoE:
1. Standardization and consistency
Establishes standard methodologies, tools and templates for process management such as business process management (BPM), Agile and Lean Six Sigma. This reduces variability, increases predictability and improves cross-functional coordination.
2. Operational efficiency
Identifies and eliminates process inefficiencies, bottlenecks and redundancies. This helps to drive cost savings, faster cycle times and improved resource utilization.
3. Improved governance and compliance
Implements clear process ownership, KPIs and governance models, which in turn enhances accountability and ensures compliance with regulations and internal policies.
4. Accelerated digital transformation and automation
Supports automation initiatives such as robotic process automation (RPA) and artificial intelligence (AI) by identifying automation-ready processes. This increases speed to value for digital initiatives and avoids fragmented automation efforts.
5. Capability building and knowledge sharing
Centralizes best practices, process knowledge and training programs that help build organizational maturity in process thinking and develops internal expertise.
Join us at All Access: BPM Business Process Management 2025!
6. Customer experience enhancement
Optimizes end-to-end processes that directly impact customer touchpoints. This improves service quality, response times and overall satisfaction.
7. Strategic alignment
Aligns process initiatives with corporate strategy and business goals and helps to ensure that process improvements drive meaningful business outcomes.
8. Change management support
Acts as a facilitator for change initiatives by managing stakeholder engagement and communication, increasing the adoption of new processes and systems across the organization.
9. Performance measurement and continuous improvement
Establishes a system for measuring and monitoring process performance. This supports a culture of continuous improvement through data-driven decision-making.
10. Risk mitigation
Identifies process-related risks and implements controls proactively, reducing exposure to operational, financial and reputational risk factors.
Building a culture of process excellence
A good process CoE provides a focal point for process improvement efforts and a team of experts to support the initiative, sharing the load across the organization, says process expert and PEX Network contributor Thomas Kohlenbach.
“From broad resourcing and communications, platform maintenance and promotion, to laser-focused advice and specialist solutions, the CoE cultivates the heart of a healthy process culture and empowers those who live with it to maintain it. Establishing a culture of process excellence will not happen overnight, but creating a CoE will set you on the right path to see it bloom and grow.”
[inlinead-1]