Transforming To A Customer-Focused Business

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From seminars that I gave for IBM in Boston and Seattle, June 2014. I covered a number of different emerging technologies and how they can be assembled for useful business cases, with a focus on cloud.

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Transforming To A Customer-Focused Business

  1. 1. Sandy Kemsley l www.column2.com l @skemsley Transforming To A Customer-Focused Business Empowering knowledge workers and designing a cloud process strategy
  2. 2. Agenda l A shift to knowledge work l New technologies in BPM for customer- focused business l Cloud BPM for enabling knowledge work 2Copyright Kemsley Design Ltd., 2014
  3. 3. The Two Faces Of Work Routine Work Execute transactions Efficiency Compliance/standardization Process improvement Automation Knowledge Work Solve problems Collaboration User-created processes Assist human decisions Collect supporting artifacts Copyright Kemsley Design Ltd., 2013 3
  4. 4. BPM Technology Buzzword Bingo B P M Social collaboration Mobile Cloud Big data & analytics Case management Automation Decisions Events & IoT Prediction Copyright Kemsley Design Ltd., 2014 4
  5. 5. What Knowledge Workers Need l Goal-driven work with a complete view of customer l Collaboration on demand l Remote work l Pre-emptive problem resolution Copyright Kemsley Design Ltd., 2014 5
  6. 6. Goal-Driven Work B P M Social collaboration Mobile Cloud Big data & analytics Case management Automation Decisions Events & IoT Prediction l Rich customer context l Create activities and flows dynamically l Delegate routine tasks to automation l Detect patterns for process improvement l Use case: claims management Copyright Kemsley Design Ltd., 2014 6
  7. 7. Collaboration On Demand B P M Social collaboration Mobile Cloud Big data & analytics Case management Automation Decisions Events & IoT Prediction l Social in the flow of work l Cross-silo collaboration to fuel innovation l In-network experts or recommendations l Include remote and external participants l Use case: co-design Copyright Kemsley Design Ltd., 2014 7
  8. 8. Remote Workers B P M Social collaboration Mobile Cloud Big data & analytics Case management Automation Decisions Events & IoT Prediction l Collect information remotely on mobile devices l Work from anywhere l Use cases: industrial inspections; claims adjusters; outpatient healthcare Copyright Kemsley Design Ltd., 2014 8
  9. 9. Pre-Emptive Problem Resolution B P M Social collaboration Mobile Cloud Big data & analytics Case management Automation Decisions Events & IoT Prediction l Event detection and correlation l Predictive analytics and alerts l Automated problem avoidance l Use case: transportation logistics Copyright Kemsley Design Ltd., 2014 9
  10. 10. Cloud BPM As A Transformational Capability l Collaborate with remote/external participants l Design time l Runtime l Share process and decision models l Standardization of models across organization l Transparency outside organization l Different views for different roles Copyright Kemsley Design Ltd., 2014 10
  11. 11. Cloud BPM IT/Financial Benefits l Elasticity: l Start small and fast l Scale up/down quickly l Subscription pricing l High availability Copyright Kemsley Design Ltd., 2014 11
  12. 12. Summary l Knowledge worker effectiveness requires the right tools l Get past technology buzzword bingo to real business solutions l Cloud process and decision management form an essential part of collaborative knowledge work Copyright Kemsley Design Ltd., 2014 12
  13. 13. Sandy Kemsley l www.column2.com l @skemsley Questions Copyright Kemsley Design Ltd., 2014 13
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