Having just finished the dynamic case management Forrester Wave™ — it will probably appear in mid-January — I was struck by the variation in the approaches between the vendors; especially how they represent the organization, and the variety of wrinkles associated with work assignment. This was not so much related to an individual case management vendor, but it became apparent when you looked across the products. And that got me thinking and discussing with colleagues, customers, and vendors around the challenges of realistically supporting the organization as it looks toward BPM generally. Of course, there are many different issues, but the one I want to focus on here is around organizational structures, roles, skills, and responsibilities.
The central issue I want to highlight is one that many folks just do not see coming in their BPMS and dynamic case management implementations. Very often, there is only a loose concept of “role” within an organization. When the word “role” is used, it is usually equated to an existing job title (part of the organization structure), rather than responsibility (at least initially). It is further complicated by the fact that within a given job title, there are usually wide variations in the skills and expertise levels of those who work in that area. And while this is not a problem where people manually coordinate their work, when it comes to automating work routing (to the most appropriate person to deal with a given work item or case), there are often major complications.