Perspectives and impact of social BPM - SMAU 2011

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Marco Brambilla

Negócios Tecnologia Educação

Agenda

• Motivation
• Adoption levels
• Impact on BPM cycle
• Power to people!
• Implementation scenarios
• Tools and market
• Vision
• Conclusion

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 objectives

Weak Ties / Tacit Knowledge – eg. team
formation
Knowledge sharing – eg. self-served tech
support
Social Feedback – eg. quality monitoring
Transparency – eg. PA, government
Participation – eg. participatory budget
Activity distribution – eg. crowd-sourced tasks
Decision 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

Implementation: where & how
• How much to delegate to the social platform
• How much to implement within the enterprise

– Community
– Business Logic
– User Interface

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

Challenges
• Skepticism
• Enterprise attitude

• Loosing control

Advantages
• Flexibility
• Involvement
• Participation
• Improvement

Thanks.
Questions?

www.modeldrivenstar.com
www.bpm4people.org
Social BPM Handbook
marco.brambilla@polimi.it
marcobrambi
marcobrambi

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1. Social BPM perspectives and impact Marco Brambilla Politecnico di Milano marco.brambilla@polimi.it marcobrambi marcobrambi

2. Agenda • Motivation • Adoption levels • Impact on BPM cycle • Power to people! • Implementation scenarios • Tools and market • Vision • Conclusion

3. Motivation Objectives

4. 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

5. 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

6. Solutions Dimensions

7. Social BPM: levels 7

8. Practical objectives Weak Ties / Tacit Knowledge – eg. team formation Knowledge sharing – eg. self-served tech support Social Feedback – eg. quality monitoring Transparency – eg. PA, government Participation – eg. participatory budget Activity distribution – eg. crowd-sourced tasks Decision distribution – eg. social CRM

9. 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

10. Power to people! (How much?)

11. Implementation: where & how • How much to delegate to the social platform • How much to implement within the enterprise – Community – Business Logic – User Interface

12. Technologies e Methods Current state

13. 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) – ...

14. 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

15. Our vision BPM4People

16. Social Web + BPM • Oggi

17. Social Web + BPM

18. Conclusion Challenges and advantages

19. Challenges • Skepticism • Enterprise attitude • Loosing control

20. Advantages • Flexibility • Involvement • Participation • Improvement

21. Thanks. Questions? www.modeldrivenstar.com www.bpm4people.org Social BPM Handbook marco.brambilla@polimi.it marcobrambi marcobrambi