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Fiib bpim-bpm & social media 2014-2015


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Whereas social media and process workflow can be integrated technologically, how they can be combined in business workflows, is often not clear. This presentation shows one way of showing it.

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Fiib bpim-bpm & social media 2014-2015

  1. 1. Business Process Management & Social Media (Course: Business Process Innovation & Management) Dr. K.B.C. Saxena Fortune Institute of International Business New Delhi January 8, 2015
  2. 2. Business Process Management • A managerial approach that helps organizations to measure their business processes, analyse what works and what does not, and improve/innovate them to make them work. • A strategy for managing and improving the performance of the business through continuous optimization of business processes. BPM & Social Media 2
  3. 3. Workflow Management • Workflow is a description of operations that are declared as work. • Workflow management is managing work processes in a way that the steps follow right after each other forming a flow. BPM & Social Media 3
  4. 4. Knowledge Management • Knowledge management is capturing, organizing, managing and sharing the knowledge. • Knowledge consists of two major categories: tacit and explicit. Tacit knowledge tends to reside within the head of knowers, whereas explicit knowledge is usually contained within tangible or concrete media (e.g. reports, memos, audio recordings, or anything else in documented form). BPM & Social Media 4
  5. 5. Knowledge Sharing • Knowledge sharing means transferring all sorts of knowledge including tacit and explicit knowledge. • Aim of knowledge sharing process, in which the receiver absorbs the knowledge sent by the sender, is to improve the organization’s performance through effective information flow. • In order to create value by using new technologies (such as social media) in knowledge sharing, people need to be motivated to use them as an information channel. BPM & Social Media 5
  6. 6. Management & Communication • Communication means sharing information between people who are reaching for mutual understanding. Managing depends on conveying and interpreting messages clearly so that people can work together. • Communication plays an important role in organizations and if it works well, it can add value to innovation, quality, delivery and cost. • When information reaches all the employee and they are aware of the current situation, their performance is more likely to improve. • Communication does not only benefit the organization’s processes, it also influences on the well-being of the workplace. BPM & Social Media 6
  7. 7. Managing Knowledge using Social Media BPM & Social Media 7 Management Communication Knowledge Management Social Media Platform
  8. 8. Social Networks • Social network (SN) refers to the set of actors and the relations they have. • SN can link organizations, groups and individuals throughout the world, and therefore is an important capability of an organization. • Online social networks (OSN) are web-based services that allow individuals to: – construct a public or a semi-public profile within a bounded system; – articulate a list of other users with whom they share a connection; and – view and traverse their list of connections and those made by others within the system. BPM & Social Media 8
  9. 9. Social Media BPM & Social Media 9 • Activities, practices and behaviours among communities of people who gather online to share information, knowledge and opinions using conversational media.
  10. 10. Characteristics of Social Media BPM & Social Media 10 Social Media Accessibility Co-creation of content Many-to-many conversations Interaction & Comments Common interests
  11. 11. Classification of Social Media Social Presence/ Media Richness Low Medium High Self- presentation / Self- disclosure High Blogs Social networks (e.g. Facebook) Virtual social worlds (e.g. Second Life) Low Collaboraive projects (e.g. Wikipedia) Content communities (e.g. YouTube) Virtual game worlds (e.g. World of Warcraft) BPM & Social Media 11
  12. 12. Social Media Functionality BPM & Social Media 12 PRESENCE Extent to which users know if others are available IDENTITY Extent to which users reveal them GROUPS Extent to which users form communities SHARING Extent to which users exchange, distribute or receive content CONVERSATIONS Extent to which users communicate with each other RELATIONSHIP Extent to which users relate to each other REPUTATION Extent to which users know social standing of others and content
  13. 13. Changes of Communication and Interaction between Firms & Customers • Traditional methods – Individually and by mass communication. Both firms and customers can initiate the dialog. Limitation for customers is that they are not able to observe and influence other customers’ dialogs. • Social Media based methods 1. It enhances traditional interaction between customer and firm. 2. Customers can view other customers’ opinions about firms and their products. BPM & Social Media 13
  14. 14. Why Customer-to-Customer Dialog Important for Firms? • Because the most efficient promotion method is word-of-mouth persuasion in marketing. Knowing more about customers’ ideas can help companies improve themselves. • But not all the customers will tell their thought to the companies. Most people will like to share information with their friends and families. Social media also open the dialogs of interaction between firms and customers to all other people who do not participate in the interaction. BPM & Social Media 14
  15. 15. 3-M Framework for Managing Customer Dialogs • Megaphone represents firm-to-customer communication. Firms share their message with the world. • Magnet represents customer-to-firm communication. Used to attract inbound dialog from customers. • Monitor represents customer-to-customer communication. Because customers would like to communicate with each other, social media can be used to monitor the customer-to- customer dialogs. (This was not possible before.) Firms can also monitor firm-to-customer and customer-to-firm dialogs. BPM & Social Media 15
  16. 16. Firm & Customer Communication Paths with Social Media BPM & Social Media 16 Focal Firm Other Firms Focal Customer Other Customers A B C D E F Megaphone Firm-to-customer communication Magnet Customer-to-firm communication Monitor Observing firm-customer and customer-firm Monitor Monitoring inter-customer interconnection Monitor Observing firm-customer and customer-firm Inter-customer interconnection
  17. 17. Use of Social Media in Organizations • External – Customer engagement – Customer insights – Employee recruitment and interactions • Internal – Collaboration – General communication – Knowledge sharing BPM & Social Media 17