This document discusses how businesses are shifting from routine work to knowledge work and the technologies needed to empower knowledge workers. It covers how cloud BPM can enable goal-driven, collaborative work with a complete view of customers. Technologies like social collaboration, mobile access, big data analytics, and predictive capabilities allow knowledge workers to work remotely, solve problems preemptively, and dynamically create workflows. The document argues that cloud BPM provides transformational capabilities for collaborating internally and externally, standardizing models, and offering subscription-based scalability and high availability to support knowledge workers.

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. Agenda
l A shift to knowledge work
l New technologies in BPM for customer-
focused business
l Cloud BPM for enabling knowledge work
2
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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
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4. BPM Technology Buzzword Bingo
B P M
Social
collaboration
Mobile Cloud
Big data &
analytics
Case
management
Automation
Decisions
Events
& IoT
Prediction
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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
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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
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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
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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
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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
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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
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11. Cloud BPM IT/Financial Benefits
l Elasticity:
l Start small and fast
l Scale up/down quickly
l Subscription pricing
l High availability
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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
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13. Sandy Kemsley l www.column2.com l @skemsley
Questions
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