2. A Tale of Three Worlds
Thierry de Baillon

3. The world
according to businesses

4. Secure & Optimize

5. Machine to Machine interactions

6. Human to Machine interactions

7. Human to Human interactions

9. The world
according to workers

10. The problem with processes

13. Work is about
solving real-world problems

14. “Most employee time is not spent executing
process, but handling exceptions to process”
The Only Sustainable Edge – J Hagel, J Seely Brown

15. Work is ambiguous

16. Work is collaborative

17. Work is iterative, cumulative

18. Work is about
getting the right resources
at the right time

19. Work happens along flows,
not along paths

21. The world
according to customers

22. Customers want THEIR problems solved,
whatever the mean…

23. … whatever the channel

24. A collision between worlds

25. A new toolset for a new world
Processes The businesses’ view of the world
ACM The worker’s view of the world
Service Design The customer’s view of the world

26. BPM 101 ?

27. A new toolset for a new world
Processes The businesses’ view of the world
ACM The worker’s view of the world
Service Design The customer’s view of the world

28. Adaptive Case Management
“Assembling all information (data, workflows,
events) concerning a ‘case’, and supporting the
knowledge worker based on this information”
Loqutus

29. A new toolset for a new world
Processes The businesses’ view of the world
ACM The worker’s view of the world
Service Design The customer’s view of the world

30. Service Design
“A multidisciplinary field helping to innovate
(create new) or improve (existing) services to
make them more useful, usable, desirable for
clients as well as effective for organizations.”
Stefan Moritz

31. Business as a Service
Reverse engineering the way
businesses operate

32. #1 Start with customers needs

33. #2 Understand the problems
they are trying to solve

34. “People don’t want
to buy a quarter-
inch drill. They want
a quarter-inch hole.”
Ted Levit

35. #3 Draw their journey
from end to end

36. #4 Manage for information flows
not document stocks

37. #5 Shape cases around customer experience

38. #6 Create value at every step

39. A new toolset
to reconcile three worlds
Mode Focus
Processes procedural How we want to do
ACM adaptive How we really do
Service Design cooperative How we should do

40. “There is only one valid definition of a
business purpose: to create a customer”
Peter Drucker

41. Obrigado !
Thierry de Baillon
thierry@esteam-care.com
@tdebaillon
http://about.me/tdebaillon
http://esteam-care.com
http://thefutureofcollaboration.com
http://debaillon.com
http://changeagentsworldwide.com

42. Credits
6 – moneytransferservices.files.wordpress.com
8 – gapingvoidart.com
11 – 3.bp.blogspot.com
12 – wikipedia
14 - wikimedia
15 – Natalia Angel
18 – flickr
19 – valuenetworksandcollaboration.com
20 – managementpocketbooks.wordpress.com
21 – Dilbert
23 – free-world-maps.com
24 – Lady Gaga – Mary Jane Holland
34 – 31v.nl
36 – Safelite
37 – wikimedia
39 – flickr – Jeff McNeill