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Generally, the ROI associated with a BPM project is generated from a number of sources, both
quantifiable and not. The first step towards getting a plausible ROI number for the tangible benefits of a
BPM project is to identify your metrics. Once you have identified metrics that are likely to generate ROI
for your organization, it’s really just a question of “plug and chug.”
The following example -- based on the case of false positives mentioned above -- shows how to
calculate potential ROI by making inferences from available data:
Identify the number of customers being turned down based on the likelihood that their
application is fraudulent. In this case: 50%. Call this number fraudcurrent
Using available information, identify what the likely actual fraud rate is. In this
case: 3%. Call this number fraudactual
Find out the average revenue generated from a customer for this type of product. In this case:
$1000. Call that number revenuecust
Identify, based on historical data, the number of applicants for this product over a given period.
In this case: 100,000 over the past year. Call this customersyear
This is just one example of how to calculate one type of ROI. The validity of the calculation is obviously
dependent on the accuracy of the numbers used and the surrounding business conditions and
objectives. For example, even though the actual number of fraudulent applications is 3%, you still may
not be able to fine-tune your system to reach this level; you may still have 7% false positives in addition
to the 3% of real positive identifications. For this reason, it is important to understand that any ROI
projection is only a ballpark number. On the other hand this type of mathematical calculation of ROI will
also exclude the many intangible benefits that come from implementing BPM software.