perspectives and impact of social bpm - smau 2011
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Social BPM perspectives and impact
Marco BrambillaPolitecnico di Milano
Agenda
• Motivation• Adoption levels• Impact on BPM cycle• Power to people!• Implementation scenarios• Tools and market• Vision• Conclusion
MotivationObjectives
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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
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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
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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