It's Time To Reinvent BPM For The Age Of The Customer

Clay Richardson

Over the last 12 years, I've seen – and helped drive – a lot of change in the BPM market.  First, I watched BPM move from a heavy focus on integration to a greater focus on collaboration and social interaction.  And then, BPM expanded from highly structured and ‘automate-able’ processes to address unstructured, more dynamic business processes.  It is safe to say that over the last decade, demand for BPM was driven by key characteristics of the "Information Age" - a relentless drive towards improving the flow and sharing of information across people and systems.

Now, the most compelling business cases powering fresh demand for BPM focus on characteristics of the new age we are moving into - what Forrester calls the "Age Of The Customer."  If you look closely at most of today’s BPM initiatives, they tend to hide behind an imaginary firewall that separates what external customers experience and what internal business operations feel they need to be efficient. In this new age, business leaders are waking up to the realization that they can no longer divorce process improvement from the people and systems that touch customers, partners, and customer-facing employees. 

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Forrester Wave™: BPM Suites Grow Up And Move Beyond The Culture Wars

Clay Richardson

As some of you know, I’m a bit of a political junkie. I believe I picked up the political bug from years of riding shotgun with my dad as he listened to Rush Limbaugh blaring on the car radio. As a kid, I loved listening to Rush and trying to understand where he was coming from, trying to understand his perspective, trying to understand his ideology. The term “culture wars” in U.S. politics is used to define a clash between two different political ideologies – conservatism and liberalism.

Over the past few years, I’ve also started using the term “culture wars” to describe the clash and fragmentation we’ve seen in the BPM market. In the BPM space, the clash has primarily been around dynamic case management (DCM), human-centric workflow, and straight-through processing ideologies.

I’m the first to admit that fragmentation and categorization is not always a bad thing, since it can help software buyers and decision-makers better understand which solutions best match their business requirements and desired business outcomes. However, the fragmentation in BPM sometimes overlooks the primary purpose and value proposition of BPM – to help support creating a sustainable business change program.

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Think Like A Lean Startup For BPM Success

Clay Richardson

Outside of BPM, one of my other passions is mentoring college students through the process of launching new startups. I enjoy helping students tighten up their business ideas and seeing them build business plans that can attract the funding they need to stand up and implement their ventures.

Recently, after reviewing and providing feedback on a student’s business plan, the student responded, “I can launch my business without a business plan; all this planning seems like a waste of time.” At first, I thought he was joking. However, I could read by the look on his face that he was serious. I am sure you can imagine the conversation that followed.

The next day when I reflected on the conversation, I had a moment of satori. I could see that startups share the same risk/reward profile as business process management initiatives. Just like startups, BPM initiatives promise huge returns to investors and stakeholders. Additionally, just like startups, BPM initiatives are fraught with risks such as inadequate funding, low adoption, and difficulty attracting skilled resources.

My conversation with the student about the importance of business planning seemed to parallel conversations I often have with enterprise architects and business architects launching or retooling their BPM initiatives. Most tend to overestimate the BPM’s potential rewards and downplay — or do not fully understand — the risks involved with launching a BPM initiative. However, for the most successful BPM initiatives, I have found that their leaders tend to have a “lean startup” mentality.

What does it mean to have a “lean startup” mentality?

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Business Process Transformation Is A Marathon. Are You Ready For The Race?

Clay Richardson

As some of you know, I am hopelessly addicted to golf. I can already hear you asking, “What does golf have to do with marathons, and what do marathons have to do with business processes?” Well, I’m glad you asked. Before becoming a golf addict, I was a runner – running 5Ks, 10Ks, and half marathons. My goal was to work my way up to a marathon. This is still my goal, but I learned a while ago that you can’t be a serious golfer and also be a serious runner – they both compete for long stretches of time on Saturday mornings (although I did have someone recommend that I combine the two into "marathon golf").

When I was a runner, I quickly learned that how you run a 5K or 10K is different from how you run a half-marathon. It seems obvious now, but when I trained for my first half marathon I didn’t realize how critical it was to hydrate all the way through and to also change your breathing technique. Ultimately, I found a training program that helped me get ready for my first race, and I ended up crossing the finish line in pretty good time and without killing myself.

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Is Social BPM A Methodology, A Technology, Or Just A Lot Of Hype?

Clay Richardson

Over the past three months, I've been heads down working on our upcoming "Forrester Wave™ For Human-Centric BPM Suites, Q3 2010" report.  I've also been on the road over the past five weeks attending and presenting at different BPM vendor conferences - gotta love Vegas!  I must admit I have barely had time to keep tabs on my different BPM tribes - blog sites, Twitter conversations, and LinkedIn discussions.  I've been checking in here and there around different camp fires and adding a little spark occasionally when something interesting caught my eye.  

But today, I ran across a simmering debate around social BPM on different blog sites, here and here.  Seems like this is fast becoming the hottest topic in BPM.  Guess I shouldn't be surprised since I helped drive the conversation around social BPM over the last year.  It's very good to see the conversation evolve and also good to see different perspectives on how social can help improve all aspects of BPM initiatives.

Earlier this month I delivered a presentation on social BPM at IBM's Impact 2010 event. This presentation provided the most up to date perspective on how we see customers using and applying social techniques and methodologies to BPM initiatives. During the session, we framed social BPM in the following way:

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Customer Experience Increases the Bottom-Line and Social Media Makes Changing the Customer Experience Easier

91% of executives say customer experiences are critical or very important to their businesses, nearly 5,000 consumers prefer better customers experiences over lower prices and better customer experiences drive higher revenue and profits,—according to Forrester Research .

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