Jon Pyke Keynote Address

Jon Pyke

Chairman Workflow Management Coalition

Founder and CEO The Process Factory

SessionTitle:

Understanding your Organization’s Processes

Welcome to Transformation and Innovation 2007 The Business Transformation Conference Welcome

A Definition Business Process Management (BPM) is a natural and holistic management approach to operating business that produces a highly efficient, agile, innovative, and adaptive organization that far exceeds that achievable through traditional management approaches.

What’s it really all about? Wikipedia defines Business Process Management thus: “ The term Business Process Management (or BPM ) is a set of activities which organizations can perform to either optimize their business processes or adapt them to new organizational needs. As these activities are usually aided by software tools, the term BPM is synonymously used to refer to the software tools themselves.”

Think Data SOA Transactions Business Process Management Layer Main Business Process Compliance Risk Service Levels Regulations

Why we do BPM *

Makes it easier to improve business processes and create new ones

Enables the automation of processes across the entire organization and beyond

Provides managers with real-time information on performance

Allows organizations to take full advantage of new computing services.

Puts existing and new processes under the direct control of business managers – no technology

* Source: Understanding your organization’s Processes – Pyke et al - CUP

Business Process Management

It’s about People

It’s about Business

It’s about managing performance

It’s about improved control

It’s not about SOA!!!

It’s not about Web Services

Yucky technical stuff The business need

BPM Evolution

where these two technologies overlap

where they are different

which mathematical models to use

which standards are applicable to which part of the stack

and all that associated puff.

Origin discussions are behind us:

One technology begat the other

But now they appear to be diverging

Some platform vendors suggest BPM:

It’s only about system-to-system

People not involved

But we know different!!!

It sucks

Workflow sucks because poor assumptions

Too inflexible

People don’t tend to work that way

The unexpected is ever present

Not any of my products you understand

It sucks

BPM sucks because it ignores carbon

But it’s good because of heritage

Systems do as you expect

BPEL4PEOPLE won’t fix the problem

It sucks

The Web sucks because it bombards us with too much info – most of which we can’t absorb

Web 2.0 will suck harder – because we’ll get even more stuff than we do now

Emerging Trends*

RFID

VoIP

IM retention

SMS retention

Workgroup collaboration

Tracking the

content and distribution of:

RSS feeds,

corporate blogs

internal wikis

*AiiM Emtag November 2006

Business will get harder

More compliance

More competition

More control

But more information

More unstructured communication

Harder to manage and track

EMAIL FAX PHONE FACE-TO-FACE REPORTS BLOGS WIKIS SOCIAL NETS INSTANT MESSAGING WEB SEARCH MAILING LISTS CHAT VIDEO-CONF. INTRANET Source Peter Fingar ERP Workflow / BPM Document Mgt. Other Enterprise Apps. PLM

What’s the answer? Understanding the business processes exist at 2 levels (the Silicon and the Carbon) takes us a long way towards understanding how we solve this potential problem.

The Compliance Gap The Business Process – where two worlds collide

BPM as a Web Services mind set The process is seen as a set of service interactions by the IT people – this is OK but doesn’t mean anything to the business Logistics ( Mainframes) Customers (Databases) Content/ Personalisation (Interaction Packages) Customer Service (Client/Server) Integration (EAI Packages) ERP (Packages) Java (Application Servers) J2EE

Business Process Technology Process Portals ERP Packaged Apps Home-grown Content Mgmt Mainframes Data Windows Terminal Apps Unix Supply Chain Partners Mobile Workforce Customers Interaction Integration

Knowledge Intensive BPM

Process based technology that understands the needs of people and supports the inherent “spontaneity” of the human mind is the next logical step, and we might be tempted to name this potential paradigm shift “Knowledge Intensive Business Processes”.

All we know and love about BPM still valid

SOA, Web Services, Systems to Systems etc.

IC-BPMS

But Human side is not simply forms routing and work queues

You’re managing cases!!!!

Knowledge Intensive BPM

The key differentiating factor of a case handling environment is the ability to run multiple procedures against a given case of work—the primacy is with the case rather than the process that is used to support a work item

Case Handling systems leverage the capability to associate virtually any number of objects within the context of a case

Processes, documents, attributes, resources, assets

Processes tend to “unfold” rather than rely on a priori design time decisions (but within the context of an overall framework)

Human Interaction Management System Case A Case C Project B Source Peter Fingar ERP Workflow / BPM Document Mgt. Other Enterprise Apps. PLM

Vertical Apps. Doc. Mgt. Workflow/BPM ERP PLM Business Rules Knowledge Mgt. Database IT SYSTEMS Project A Case B Joe Jim Jane Jill Jack John Jen Mgt. Control Compliance

Key points to recognize

The unpredictable actions of the carbon components are not ad-hoc processes,

Nor are they exception handling (ask anyone with a six sigma background about exceptions and you’ll understand very quickly what I mean).

This is all about the unstructured interactions between people – in particular knowledge workers.

These unstructured and unpredictable interactions can, and do, take place all the time – and it’s only going to get worse!

The advent of Web 2.0, social computing, SaaS etc. etc., are already having, and will continue to have, a profound effect on the way we manage and do business.

Thank Y