Business Process Management and Virtual Worlds

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Virtual worlds london 2008 presentation

Virtual worlds london 2008 presentation

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  • 1. Metaverses and Business Process management Ian Hughes/epredator Metaverse Evangelist IBM Innovate Quick CIO Office © 2008 IBM Corporation
  • 2. IBM Innovate Quick What's coming up in this session?  What is Business Process Management?  Different approaches for virtual worlds  Teaching BPM with Innov8 – the game  The future for business process and IT process? Metaverse and Virtual Worlds © 2008 IBM Corporation
  • 3. IBM Innovate Quick What is Business Process Management  Business process management (BPM) is a method of efficiently aligning an organization with the wants and needs of clients. It is a holistic management approach that promotes business effectiveness and efficiency while striving for innovation, flexibility and integration with technology. As organizations strive for attainment of their objectives, BPM attempts to continuously improve processes - the process to define, measure and improve your processes – a ‘process optimization' process. -Wikipedia.org 2008  Think of this in the context of a blog. You can install blogging software, run it on hardware but it needs a cultural change for people to choose to blog and learn how to blog. Metaverse and Virtual Worlds © 2008 IBM Corporation
  • 4. IBM Innovate Quick Metaverses are about people Customers, colleagues, friends, business partners Metaverse and Virtual Worlds © 2008 IBM Corporation
  • 5. IBM Innovate Quick Services Orientated Architecture -SOA Interaction and Ideas Enable people to virtually interact and collaborate for dynamic decision making Information as a Service Connect, enhance and deliver in-context information across diverse operating systems, Process Automation applications and legacy systems Integrate and choreograph through reusable services business and system activities into reusable process components Metaverse and Virtual Worlds © 2008 IBM Corporation
  • 6. IBM Innovate Quick BPM with virtual worlds  Identify which elements of virtual worlds are your goal? ● Are you considering or using a virtual world presence as a customer touch point or experience? ● Are you considering virtual worlds as an internal communication tool? ● Is the virtual world platform your actual business? ● Do you need to see and feel your business and make decisions ? Metaverse and Virtual Worlds © 2008 IBM Corporation
  • 7. IBM Innovate Quick Chain Model of Needs Expressiveness Communication Instrumentation Retail Music Meeting Metaverse and Virtual Worlds © 2008 IBM Corporation
  • 8. IBM Innovate Quick Chain Model of Needs Expressiveness Communication Instrumentation Systems Brands Education Metaverse and Virtual Worlds © 2008 IBM Corporation
  • 9. IBM Innovate Quick As a touchpoint  Easiest of the considerations in process terms  Make sure the virtual world is treated as any other staffed channel  IBM business centre in Second Life – same people, same processes as IBM.com  Remember it is as much about people as providing gadgets.  Consider it a branch office or store, not an offline website.  It needs to be public and easy to get too. Metaverse and Virtual Worlds © 2008 IBM Corporation
  • 10. IBM Innovate Quick Internal Communication  Common mistake is to assume that virtual worlds are a place to escape too.  Often treated as a side project  The virtual world platform has to be integrated into the workflow of everyday business life  Treat it as you treat email systems, instant messaging, site services.  A successful enterprise virtual world is wired into the services of the enterprise.  Use as and when needed, bring info in and push info out Metaverse and Virtual Worlds © 2008 IBM Corporation
  • 11. IBM Innovate Quick Virtual Worlds as the business  As a service provider or tool vendor this is business as usual  Use rigorous product development methods  Use robust middleware  Be as close to open source and open standards as possible  Use what you sell Metaverse and Virtual Worlds © 2008 IBM Corporation
  • 12. IBM Innovate Quick Metaverse and Virtual Worlds © 2008 IBM Corporation
  • 13. Level 1: BPM Basics and As-Is Process Discovery  (Business Analyst) has several process maps, including Call Center process Collect Send email Service call caller info sat. survey Voice AFTER Inc Customer Response support team Relationship Unit (VRU) Management system (CRM)
  • 14. Level 1: BPM Basics and As-Is Process Discovery  Validates Logan has correct map  Helps Logan update the As-Is model to reflect recent merger Stella - Call Center Veteran
  • 15. Average cost per call Save Submit All Changes © 2007 IBM Corporation
  • 16. IBM Innovate Quick Understanding your business – the future  If everything about your business processes is instrumented then the exciting possibility exists  Virtual World visualization of the entire holistic view of your business in realtime  Think mirror world, but with the business/IT as the model to mirror  If you can see, feel and hear the business you can make decisions and adjust and grow very quickly  Blends people into the equation Metaverse and Virtual Worlds © 2008 IBM Corporation
  • 17. IBM Innovate Quick Visualizing what's already there Physical Business Services Data/Component Entities SOA view http://www.elephanteaters.org Complete view Metaverse and Virtual Worlds © 2008 IBM Corporation
  • 18. IBM Innovate Quick Conclusion  To quote Douglas Adams “Space is big. You just won't believe how vastly, hugely, mind-bogglingly big it is. I mean, you may think it's a long way down the road to the drug store, but that's just peanuts to space.”  Virtual Worlds can be at the end of a business process part of the business process controlling your business process Metaverse and Virtual Worlds © 2008 IBM Corporation