BPM and Case Management Cloud Integration

As well as introducing (to me anyway) yet another Gartner addition to the cloud taxonomy in the form of “integration platform as a service (iPaaS)” this article by Ross Mason “Will loud hit the wall without good integration?” poses some interesting questions for BPM and Case Management.

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Gaming or Shaming? Questioning the benefit of Gamification in Business

First of all I’m in agreement with many in the gaming community with my dislike of the term “Gamification”. Gamers have criticised the term gamification because in many cases business only adopt the incidental features of games e.g.  Leader boards, points, badges and levels ignore the real reasons people are passionate about gaming e.g.  scenarios, role play, collaboration, strategy etc.

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If you were designing an organization today, how would you do it?

Interesting video update from Gartner’s David McCoy on the key challenges for Business Process Management. He indicates that he thinks the greatest challenge to business process improvement is the organizational change aspect and states that political resistance within organizations can make or break a BPM effort.

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Customer Service – The Rise of the Machines

What links a celebrity shoplifting incident, the UK’s biggest retailer Tesco and a Channel 4 program called “On Hold”? The answer is automatic customer service (hopefully you weren’t thinking this was a review of the latest Michael Bay movie). In the UK this week customer service and customer experience has just become a hot topic.

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Not Again! Why do Customer Complaints Continue to Rise?

Customer Complaints continue to rise in the UK energy sector, British Gas alone saw a 30% rise in 2011. Common themes include incorrect billing, poor call center response and poor treatment by staff. Fundamentally mistakes in bills and meter reading are a failure a failure of business processes. On many occasions what is perceived as poor treatment by staff is in reality a staff member tied to an inflexible business process and poorly integrated business applications.

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Mobile BPM Apps and Agile Businesses

Most of the leading BPM and Case Management vendors emphasise the business  agility benefits delivered by their solutions. Whether it’s Dynamic BPM or Adaptive Case Management the vendor focus is on enabling businesses to be responsive to change, delivering business fluidity and managing the unpredictable. The mobile ecosystem with its multitude of device types, form factors, operating systems and speed of evolution epitomises this dynamic, unpredictable environment across which today agile business processes must now be able to operate.

Currently mobile app developers have three choices; Native, Web or Hybrid. All three can be used to extend BPM or Case Management solutions to mobile employees or customers however as I’ll discuss below, at present, only the Web apps can deliver business agility.

Native mobile apps have a number of difficulties when it comes to delivering business agility, specifically approval time, extensibility and cost.

Approval Time

At the moment it can take two weeks or more to get a native app approved on the Apple app store, post-Christmas this could be even longer. This fact does not sit well with the requirement for BPM applications to deliver real time process change. Leading BPM vendors are selling solutions today that allow business processes to be modified in real time in response to changes in their business environment. Waiting two weeks to deliver a change to a CEO’s mobile dashboard or to change the process steps required to execute a sale in the field just won’t cut it.

Extensibility

BPM mobile applications are unlike applications traditionally found on mobile devices such as games, social media or retail apps where the app is identical for all clients. No two BPM customers will have identical business processes and back end integration requirements. Business process improvement is a continuous process and customer requirements will evolve over time. Mobile BPM applications must therefore be easily extensible and allow organisations to react quickly to change which today is difficult to achieve via the native app route.

Cost

Business Process Management solutions are now increasingly to be found at the edge of the organisation through integration with for example with CRM systems. Mobile will take this a step further delivering BPM solutions not only to your mobile employees but directly to customers, all of whom will be using a variety of mobile devices. Within the organisation operating system fragmentation will continue to grow as organisations increasingly allow employees to bring their own devices to work. The onus will be on BPM vendors to deliver mobile apps across a multi-device, multi-operating system infrastructure. Developing and supporting Native Apps for this multi device landscape is prohibitive and as a result will constrain business agility.

While Native apps have definite advantages for specific market segments and business models e.g. gaming and retail where user experience and route to market are key factors for BPM customers these advantages are less strong and are outweighed by the business agility benefits of Web Apps that bypass the approval time, extensibility and cost difficulties of native apps.