Social BPM: motivation• Modernization of processes and systems• Capture the enterprise know-how• Difficulty in eliciting the requirements• Rigidity of the processes• Turnover of human resources – What goes lost 4
Social BPM: objectives• Social for BP improvement – Stream analysis – Feedback collection – Weak ties and informal interactions registration• Social BP implementation – Responsibility assignment – Expertise search – Escalation – Task execution – Unstructured processes• Enablement of new scenarios – Integration with CRM and interaction with final customers 5
Practical objectivesWeak Ties / Tacit Knowledge – eg. team formationKnowledge sharing – eg. self-served tech supportSocial Feedback – eg. quality monitoringTransparency – eg. PA, governmentParticipation – eg. participatory budgetActivity distribution – eg. crowd-sourced tasksDecision distribution – eg. social CRM
Impact on the BPM cycle Social BPM notation Socialization design Design patterns Socialization goals Optimize Model Model transformation Monitor Deploy Participatory &social enactment Social BPM Execute architecture
State of the solutions• No existing tool enabling full-fledged Social BPM potentials• Technology – Enabler but not enough• Methods – Partial coverage of Social BPM – ACM (Adaptive Case Management) – ...
Technology for social features• Enterprise microblogging and others – Tibco Tibbr, Microsoft OfficeTalk, Salesforce Chatter• Personal processes, collaborative development, community-based work – IBM Blueworks Live, ArisAlignspace, Appian, ...• Crowdsourcing – Amazon Mechanical Turk 14