perspectives and impact of social bpm - smau 2011

Social BPM perspectives and impact

Marco BrambillaPolitecnico di Milano

marco.brambilla@polimi.itmarcobrambimarcobrambi

Agenda

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

MotivationObjectives

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

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

SolutionsDimensions

7

Social BPM: levels

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

Participatory & social enactment

Socialization goals

Modeltransformation

Design

Model

Deploy

Execute

Monitor

Optimize

Social BPM architecture

Social BPM notation Socialization

design patterns

Power to people! (How much?)

Implementation: where & how

• How much to delegate to the social platform• How much to implement within the enterprise

– Community– Business Logic– User Interface

Practices

Business

Structure

Flexibility

Involvement

Social Enterprise

Technologies e Methods Current state

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)– ...

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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

Our visionBPM4People

Social Web + BPM

• Oggi

Social Web + BPM

ConclusionChallenges and

advantages

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.itmarcobrambimarcobrambi