Most BPM practitioners already know that social networks and analytics play an important role in today’s BPM suites. Here’s how:
Social BPM provides an effective way to bring more workers into process discovery. This is true both for the “as-is” phase and, more importantly, for the “to-be” effort. The result? More voices are heard and more knowledge gets captured, providing better insights into process improvement and transformation. This leads to more buy-in from workers. Plus, companies can go to social BPM sites, like IBM Blueworks Live, and share process best practices, frameworks, and code with others outside their company. In short, social BPM helps expand the inputs during process discovery.
Analytics provide performance metrics and KPIs during the optimization phase. This gives business and IT leaders more insight into operations. For example, the business can quickly spot bottlenecks and take action, monitor customer service levels, track how top-tier customers are served, and determine if SLAs are met. Using analytics to monitor performance greatly enhances the value of BPMS from the executive perspective.