business processes are not your business

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Business Processesare NOTNOT your Business

the case for Business Interaction Management

Marc Buyensmarc.buyens@xpragma.com

www.xpragma.com

contents

� a Business Process...

– what is it?

– what does it look like?

– what’s wrong with it?

� the case for Business Interaction Management

� envisioning Business Interaction Management

a Business Process

WHAT WHAT is it?

what is a Business ProcessBusiness Process?

A business process is a set of coordinated tasks and activities,

conducted by both people and equipment, that will lead to

accomplishing a specific organizational goal. Business process

management (BPM) is a systematic approach to improving

those processes.

www.SearchCIO.com

what is a Business ProcessBusiness Process?

At its most generic, any set of activities performed by a

business that is initiated by an event, transforms

information, materials or business commitments, and

produces an output. Value chains and large-scale business

processes produce outputs that are valued by customers.

Other processes generate outputs that are valued by other

processes.

www.BPTrends.com

what is a Business ProcessBusiness Process?

A business process is how an organisation does its work —

the set of activities it pursues to accomplish a particular

objective for a particular customer, either internal or

external.

Thomas H. Davenport, professor of information technology and management and the

academic director of the Process Management Research Center at Babson College in

Wellesley, Massachusetts

a Business Process

what does it LOOKLOOK like?

http://xpdl.org/wiki/Wiki.jsp?page=TroubleTicketScenario

what does it LOOKLOOK like?

what does it LOOKLOOK like?

IDS Scheer AG, ARIS

Metastorm ProVision Business Process Analysis

what does it LOOKLOOK like?

a Business Process

what’s WRONGWRONG with it?

what’s WRONGWRONG with it?

nothing,

really…

nothing really, but…

it is about… HOWHOWwe do things

nothing really, but…

Mark Fishman, MD, president of the Novartis Institutes for BioMedical Research

“If there is one device that has destroyed more

innovation than any other, it is Six Sigma”

it is

essentially

about NOWNOW

and about

STRUCTURESTRUCTURE

nothing really, but…

nothing really, but…

it is essentially

about… USUS

nothing really, but…

business processes

reach endpoints…

nothing really, but…

BIM white paper

“At the moment we cross the border of our

process workspace, we reach endpoints, not to

say wastebaskets. The business process ends.

We passed the Pillars of Hercules where the

sea falls into an endless chasm.”

nothing really, but…

is there life

at the other sidethe other side?

the case for

Business Interaction Business Interaction

Management Management (BIM)

Business InteractionManagement is

the field of expertise that encompasses the planning, the design and the control

of how a company'sbusiness processes

interact with the (business) processes of other internal

and external parties

Σ (interactions) = your_business

the new economic order

marketmarket

lead partner Alead partner A

coordinator Bcoordinator B

coordinator Acoordinator A

contributor Bcontributor Bcontributor Acontributor A

contributor Ccontributor C

lead partner Blead partner B

HP-EDS merger

24.600 layoffs

7,5% of workforce

the war for against talent

tacit interactions

McKinsey Quarterly

“Tacit interactions are

becoming central to

economic activity. Making

those who undertake them

more effective isn’t like

tweaking a production line.

the interaction as the real product

Own the Customer’s

Total ExperiencePatricia B. Seybold

envisioning

Business Interaction Business Interaction

ManagementManagement

not about reengineering processesprocesses, but about designing a businessbusiness

� instead of designing process building blocks that stack up into the sky (and hopefully towards our objectives), we must design our business top-down by defining the interactions we want with all parties involved

� not events, not inputs and outputs become the delimiters of business processes, but interactions become the primary controls

� interactions become the purpose of business processes, instead of the unfortunate consequence

designing the business…

companycompany

customerscustomers employeesemployeespartnerspartners

i1 { time,content,form,quality,emotion,…}

i2 { time,content,form,quality,emotion,…}

i3 { time,content,form,quality,emotion,…}

designing the business…

companycompany

customer 2customer 2 customer 3

customer 3customer 1customer 1

i21 { time, content, form, quality, emotion, …}

i2 { time,content,form,quality,emotion,…}

i22 { time, content, form, quality, emotion, …}

i23 { time, content, form, quality, emotion, …}

designing the business…

employee 25employee 25

customer 107customer 107

i2107 { time, content, form, quality, emotion, …}

processstuff

i325 { time, content, form, quality, emotion, …}

designing the business…

annex

Creative Commons

clairity

Jaap Steinvoorte

Marcin Wichary

AngelsWings

ButterflySha

nailbender

littledan77 jenny downing

Araleya

clip works

Lessa0502

FaceMePLS

Creative Commons

Araleya @ http://www.flickr.com/photos/araleya/

clairity @ http://www.flickr.com/photos/clairity/

clip works @ http://www.flickr.com/photos/14947022@N06/

FaceMePLS @ http://www.flickr.com/photos/faceme/

Jaap Steinvoorte @ http://www.flickr.com/photos/stoneford/

Lessa0502 @ http://www.flickr.com/photos/wandererwoman/

Marcin Wichary @ http://www.flickr.com/photos/mwichary/

AngelsWings @ http://www.flickr.com/photos/linhtinh/

ButterflySha @ http://www.flickr.com/photos/butterflysha/

nailbender @ http://www.flickr.com/photos/nailbender/

littledan77 @ http://www.flickr.com/photos/pressthebuttononthetop/

jenny downing @ http://www.flickr.com/photos/jenny-pics/

Resources

� Original BIM white paper

– http://www.xpragma.com/english/content/pdf/XD-BIM-wp-E.pdf

� BIM twine

– http://www.twine.com/twine/112v41gh7-b4d/business-interaction-management-bimor viahttp://www.xpragma.com/atom_feed_bim.php