Enterprise Social, Meet Dynamic Case Management

Craig Le Clair

I must be direct. I never got the hype about social business process management (BPM). Sure, it's great to collaborate better when creating process models. No group could use more help communicating then the process geeks that do this work. And I used to be one. And leveraging social data — voice of the customer — as input into transforming processes. Well, isn't this the whole point of "outside-in" process transformation? So who can argue with that. But here is my twist on this which I am researching now —which means I really don't know anything yet. I think the killer combination is enterprise social platforms and dynamic case management. The former is a much discussed area today, and why not? (Our guy Rob Koplowitz BTW has written some geat stuff in this area.) Enterprise social serves goals like innovation, collaboration, and workforce productivity that few can argue with. Yet real productivity has to connect to core business processes and enterprise social has yet to do that. At the same time, growing interest in dynamic case management, to reform and transform processes, continues, with a growing interest in providing stronger human connection at scale — and this is where the two can help each other. We are seeing a pendulum shift toward people needing a more "localized" and human experience to increase overall happiness (one happiness index for US residents peaked in 1956). Bottom line: we believe companies will be evaluated — brand-wise — on a fourth dimension — a human and "feel-good" dimension — not just on price, intimacy, and service. I want to examine the link between these two growing areas and take a deep look at the trajectory of these emerging areas and review the enterprise social plans of primary case management providers, but more importantly find some companies actually exploiting both.

Getting Down To (Social) Business At SXSW 2011

Clay Richardson

I've always heard great buzz about Austin's South By Southwest Conference (often simply referred to as SXSW). The conference brings together indie film, music, and tech to discuss and collaborate on building the future. The tech side of the conference — SXSW Interactive — is often where up-and-coming tech ventures break major news. In short, SXSW Interactive often serves as a petri dish for testing out new ideas and innovations.

Last week I attended SXSW to zoom in on emerging trends in social and consumer tech that would likely spill over into the business process — and social BPM — world over the next several years. Of the 15-20 keynotes and sessions I attended, three or four really resonated with the overall direction we see for social BPM and social business:

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The Next Big Thing In BPM: Real-Time Process Guidance

Clay Richardson

Over the past few months I’ve been interviewing companies that have successfully applied social to their BPM initiatives. As part of this research, we’re identifying best practices for combining social with BPM and identifying specific patterns on how BPM and social are coming together. The patterns identified thus far include:

  • Collaborative Discovery – Extending process discovery and design to include interactive real-time involvement of business users, customers, and partners.
  • Shared Development – Extending process development methodology and tools to support development collaboration between business and IT roles.
  • Process Guidance – Provide real-time suggestions and guidance for completing a particular activity based on real-time analytics and/or social network analysis (e.g., crowdsourcing techniques).
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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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