BPM has always provided fertile ground for new ideas but often results in confusing business process and application professionals. Recently Dynamic Case Management and Social BPM are being spoken of as important directions for BPM. But how do they relate to one another? And since social media is an important part of both, what value does social really add to process improvement and Line of Business professionals if any? No doubt social improves collaboration in process design, and more important is the ability -with analytics to add a new form of input to process improvement -input that may go directly to the CEO. This is part of the BPM advantage but the area of Case Management may have more dramatic value as you collaborate during a critical incident like an adverse drug reaction, or create a stronger community to deliver a more personalized service event -or to gather "voice of the customer" data to improve case handling. But in both BPM and Case -social is an enabler and takes a seat along side important advancements such as analytics, convergence of BPM and ECM, and a stronger domain focus.
When business processes finally become intelligent
Over the past several months I have done a lot of research on the BI market, the trends and the vendor landscape. There is a clear indication that BI solutions are becoming more sophisticated, more intelligent and – more integrated into other applications to enhance the performance of the application supported business processes.
Very recently now, in discussions with BPM vendors like IDS Scheer, HandySoft and many others it became very eminent that from the other side, BPM solutions are moving steadily into the field of Business Intelligence too. The world of BPM and BI solutions are converging to bring intelligent business processes to the market – eventually. However, today we are still some steps away from this picture and the convergence of BPM and BI will likely proceed in smaller steps are outlined in the below BI-BPM convergence model.
Today several BPM vendors have actively integrated business intelligence capabilities into their solutions. Larger ones like IDS Scheer have developed their own analytics while smaller vendors like HandySoft are using OpenSorce components offered by JasperSoft and other OpenSource BI vendors. The integration offers users new and consistent insights along the whole business process. A user in this context means both:
a) Business users that are part of the business process get access to relevant information and reports that increase the efficiency of the process, and
b) Business process owners get an insightful analytics of the process metadata to be able to further enhance and streamline the process.
Interest in case management will climb higher and higher throughout 2010. The drivers are a mix of old and new an include. The most important - there will be an increased need to manage the costs and risks of servicing customer requests — like loans, claims, and benefits. Customer experience has evolved to where fundamentals of the product are secondary. Its now about design and the personality of the experience. I tried to help my daughter buy a car the other day. The Ford Focus didn't make the cut. Why? No lighted mirror. I then knew I was in for a long process.
There is also a greater emphasis on automating and tracking inconsistent "incidents" that do not follow a well-defined process. Does homeland security come to mind? And lots of new pressure on government agencies to respond to a higher number of citizen requests. But this next one is the killer. We will see new demands from regulators, auditors, and litigants on businesses to respond to external regulations. After Bernie "made off" with 50B or so the SEC had an epiphany of sorts. Gee.Lets give the field agents more authority to investigate — and perhaps depoliticize the process. Brilliant. Lets let the folks that actually know the regulatory target actually make decisions. Well. Great. We think this will lead to a ramped up number of investigative inquires and guess what? Each one is best handled as a case where consistent policies, audit trails, and analytics can apply. Lastly, there is the increased use of collaboration and social media to support unstructured business processes.