Process On The Fly #3 - Co-Process
Business Process Management Tools originated from platforms that focused on fixed, predefined workflows. Nowadays, the newest platforms include all types of social networking and process improvement support via different channels. This way, even the earliest development plus deployment and continuous calibration of processes can be done much more collaboratively. A process thus becomes a living, personalized asset. And – who knew – it can even become your ‘friend’.
An organization’s processes have traditionally been viewed as a secret sauce in their success and hence treated as closely guarded assets. This lack of transparency is compounded by multiple overlapping silos within organizations, each governing their own set of processes. This has inhibited the flow of information within enterprises, leading to the rise of information and process autocracy.
The absence of process collaboration will be increasingly seen as harmful for business in a highly connected world. Organizations are being forced by market dynamics and consumer expectations to not only adopt, but also embrace information and process democratization. In this new scenario, customers, partners, and suppliers expect to have real- time access to relevant and meaningful process information during their business interactions.
Leading BPM platforms have stayed abreast of this paradigm shift, by introducing dimensions of a much more collaborative process environment. The likes of Pega, IBM (Blueworks Live), Software AG’s Aris Cloud, and Salesforce have embedded collaboration capabilities at the heart of their platforms, from modeling a process to executing and optimizing it.
Today, internal and external stakeholders can participate across the spectrum of Business Process Management to deliver a truly collaborative method, capturing crucial process knowledge while doing so.
A credit union in the US was in pursue of process excellence in order to improve both its member’s customer experience and boost productivity. It found that the use of a collaborative process platform (in this case IBM Blueworks Live) helped its employees to better understand their own and other’s processes, committing them to the overall result and speeding up the description of all processes while doing so.
These platforms also facilitate certain aspects of the process to be shared with a wider audience, allowing ongoing feedback and improvement. One way is by ‘listening’ to social networks to understand consumer sentiment and linking it to the organization’s processes. It’s now even possible to become ‘friends’ with a process and follow its performance online and in real time.
Business Process Management thus becomes a living, participative, and rewarding activity. It’s actually fun to be involved in processes that turn into co-processes.
Expert: Fernard Khousakoun
Part of Capgemini's TechnoVision 2016 update series. See the overview here.