Developing The Discipline of BPM

Derek Miers

As some of you may already be aware, I joined Forrester Research a little over a month ago. Some will wonder why, after many years of plowing the independent field, I decided to join the competition. Well, I don’t feel I have joined the competition.

I know it sounds a little sickly, but I feel like I have finally come home. I got so used to working by myself, I forgot what it was like to have colleagues. I really came here to help build a business that caters for the needs of Business Process Professionals. I have known Connie Moore for about 17 years and we have been erstwhile collaborators throughout that time. Clay and I had been exploring partnership opportunities before he joined Forrester.

My first experience inside Forrester was to attend “Starting Blocks” - a 3-day program where the Executive Team come in one at a time, to meet with all new employees that had joined the organization since the last program. What a fantastic eye-opener that was. Here we had the thinkers and strategists sitting down and engaging in a dialogue - exploring what they were doing and listening to feedback - quite an unusual behavior, and a reflection of the culture of the organization.

Now I work in Connie’s team, bringing my own perspectives and capabilities - complementing the skills already here. My research focus could be summarized as follows:

“I am specializing in the methods, approaches, frameworks, tools, techniques and technologies of Business Process Management (BPM), Business Process Improvement, Business Transformation and Organisational Change; with a special emphasis on an outcome-based, customer-focused approaches.”

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A Tale of Two Cities: Two Approaches to Making Cities Smarter, Part III

Jennifer Belissent, Ph.D.

This post is the third in a three part series on Smart Cities. Best to start with Part I.

Two Approaches to Making Smart Cities

As with most things in life, there are a number of ways to approach smart cities. One way is to start from the ground up. A new city is born - a clean slate - to be made smart with the necessary infrastructure for its connected systems to communicate and collaborate to create an efficiently running city. A recent article in Fast Company, highlighted a number of smart cities projects that essentially started from the ground up - or, in one case, from the mud flats up. The most widely written about start-up city is Songdo. The concept was launched as a vision of the South Korean government and eventually, through the work of a real-estate developer and Cisco as the IT infrastructure provider, has become a reality - although the city is not expected to be complete until 2015. Songdo and other start-up cities have become one answer to the nagging concern about increasing urbanization.

Reconciling the rapid urbanization in China with the observation of one World Bank official that "Cities are expensive to retrofit and modify once they are built," start-up cities just might be one answer to China's urban needs.

China's "start-up" smart city: Meixi Lake

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A Tale of Two Cities: Two Approaches to Making Cities Smarter, Part II

Jennifer Belissent, Ph.D.

This is the second in a three part series on Smart Cities. Best to start with Part I.

Urbanization in China Sets the Stage by Defining the Need

According to the World Bank, China's urban population was 191 million in 1980. By 2007, it was 594 million, excluding migrants. About half of China's population now lives in cities, and that trend looks likely to continue particularly as the government relaxes restrictions on internal movement institutionalized in the strict hukou system of residential registration.

And, bigger cities face bigger challenges to meet the needs of their burgeoning populations:

  • Infrastructure and jobs. Between now and 2025, it's likely that another 200 to 250 million people will migrate to China's cities, adding to an existing mobile or migrant population of about 155 million. Providing infrastructure - housing, roads, hospitals etc. - and jobs for this anticipated inflow of people poses major challenges. With new changes to the hukou system, this migration into cities could be even greater.
  • Energy. Urban residents use 3.6 times as much energy as rural residents; suggesting that energy use is far from its peak. In China, energy intensity (consumption of energy per unit of GDP) is 7 times that of Japan and 3.5 times that of the United States, and over 70% of electricity use is coal-produced.
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A Tale of Two Cities: Two Approaches to Making Cities Smarter, Part I

Jennifer Belissent, Ph.D.

This is actually not a tale of two specific cities but of two types of cities, or “smart cities” as the new moniker goes. It will appear in three parts.

Defining Smart Cities 

“Smart” has become the adjective of choice among tech vendors to describe solutions that capture, synthesize and analyze the vast amounts of data being produced by computing and networking systems. Forrester defines Smart Computing as: 

a new generation of integrated hardware, software, and network technologies that provide IT systems with real-time awareness of the real world and advanced analytics to help people make more intelligent decisions about alternatives and actions that will optimize business processes and business balance sheet results. 

What does that mean in layman’s terms?  Every system can be smarter if it can learn from and act on the data it produces. 

A city is a “system of systems” making the potential for efficiency exponential as all of its systems interact.  Therefore, a smart city is:

A city that uses technology to transform its core systems – city administration, education, healthcare, transportation, public safety, real estate, utilities and business — enabling them to capture, analyze and act on the data they produce.

As a result, a smart city’s systems can optimize the use of and return from largely finite resources.  It can, in other words, “do more with less.” Using resources in this smarter way also boosts innovation, a key factor underpinning competitiveness and economic growth.

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Why is Forrester so jazzed up about Business Capability Maps?

Alex Cullen

I recently published a sample business capability map for insurance firms as a way to illustrate many aspects about the description and use of this business architecture methodology. One of the readers of this report commented “It seems the business capability maps provide value as a complement to existing methodologies” and referenced Strategy Maps and Business Process Modeling. This made me realize that I should explain more how Forrester sees capability maps as more than a complement – and why we, along with many of our clients are so ‘jazzed up’ about this methodology.

A bit of background: Forrester views capabilities as stable elements of a business model, where the dynamics of a firm are reflected in the business goals for the capability, and the processes, functions, information and other assets which are how a capability is delivered. A capability map describes all the capabilities, and the relationships between them, which an organization needs to have as part of their business model to achieve outcomes. Think of Sales as a simple example, where there are business goals and associated metrics for Sales, and processes, functions, information and people assets necessary for this capability to be delivered. And Sales has a relationship to Fulfillment, to Customer Service and to Marketing.

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The Secret Of Successful Social Communities: 4 Social Needs

Nigel Fenwick

Ever since I first started working with online social communities I've been thinking about just what it is that makes some communities successful while others fizzle and die. In particular I'm curious why collaboration communities seem to be so hard to make work.

Of course we have plenty of research into the strategies and tactics involved in setting up and running a successful social community, and we continue to publish new research and insights each month. But what do we know about the real reasons why individuals take the time to participate in these communities? What motivates them? And if we can understand what motivates them, is there a connection to figuring out why some communities are more successful than others?

While doing recent research on social computing initiatives I got to thinking on this problem again. Recently I made the connection to Abraham Maslow's work on the hierarchy of needs

Maslow suggested all people are motivated by a desire to fulfill basic human needs in an ascending hierarchy. He also suggested that unless the lower-order needs are fulfilled, the higher-order needs are not motivators of behavior.

The primary needs Maslow identified fall into five groups:

  • Physiological: breathing, food, water, sex, sleep, homeostasis, excretion
  • Safety: security of: body, employment, resources, morality, the family, health, property.
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Forrester's New Blog Network is LIVE

Peter Burris

Cliff Condon, the Forrester VP in charge of research processes, just pulled the trigger on Forrester's new blogging network. I'm very excited about the new platform, for it provides a rock solid foundation for enhancing Forrester's research and service engagement. Let us know what you think!

And while you're thinking, here's what Cliff has to say. 

Forrester's Cliff CondonHey everyone.  Here it is – Forrester’s new blog network. We made some changes to improve the experience for readers and to encourage more analysts to blog. Feel free to poke around and let me know what you think.

There are a few things I’d like to point out to you:
 

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Deloitte’s Two Recent Acquisitions Highlight Broader Market Changes

Christopher Andrews

Deloitte recently made two acquisitions that may not make front-page headlines, but for sourcing professionals, they are noteworthy.  In February/March Deloitte announced the acquisition of 1) dcarbon8, a carbon and sustainability consulting company that specializes in supply-chain management and carbon benchmarking and 2) Simulstrat, a company that pioneers “wargaming” and a spinoff from the department of war studies at King’s College in London. The acquisitions are small, but they highlight some interesting trends in the technology marketplace:

  • Before the recession of 2008, high oil prices pushed interest in “going green” to a peak, but the economic recession cooled some of the green fever --  and many “clean tech” companies we track started repositioning themselves more as enablers of cost savings and efficiency.  The acquisition of a sustainability consultancy like dcarbon8 highlights the fact that the interest in green continues – and companies like Deloitte view the green focus as more than a passing fad.  
  • Simulstrat offers sophisticated risk mitigation consulting to companies – all posited at a simulation or “game-like” setting. In this case, Deloitte looked to the capabilities of an academic institution to bring an innovative risk services offering with its private sector clients.  While simulations have traditionally been applied in government settings (e.g., war games) the potential for businesses (who are increasingly interested in risk mediation strategies to deal with macro-economic shifts) is strong. 

 

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Social BPM and Case Management

Craig Le Clair

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.

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Cisco's IME: Step One In Bringing B2B Voice & Video Into The Internet Era

Ted Schadler

You can use Internet protocols to make phone calls inside your own network. And you don't have to pay for the minutes. But you can't do the same thing with a business partner. Instead, you have to pay a carrier like BT or AT&T to carry the phone call over the public switched telephone network (PSTN).

 

(PSTN is an analog network born in 1878 when Bell opened a switching office in New Haven, CT. It's done us proud, but it's time to move to a digital network.)

 

It's even worse for video conferencing. If you want to have a video conference internally, you can use your IP network to do it. But if you want to do a video conference with a business partner, you have to use a complex business gateway link and pay a lot of money for it.
 
Cisco thinks it's time to change that. We spoke with Cisco executives Tony Bates, Barry O'Sullivan, and Joe Burton about Cisco's intercompany media engine (IME), a new technology to replace PSTN with its Internet equivalent. Cisco's goals are audacious:
 
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