The Future Of Bpm Six Trends Shaping Process Management

Welcome Jason Adolf

Principal – Advanced ProgramsSRA International, Inc.

SessionTitle:The Future of BPM: Six Trends Shaping

Process Management

April 21-23, 2008

Renaissance Washington, DC

Buzz Word Page

• Synergy, _____ Centric, Cycles, Anti-Bodies, Benchmarking, Enterprise, Solution, Proactive, Rightsizing, signal to noise, life cycle, ipod, web 2.0, web 3.0, Facebook, Sidekick, Mashup, Steve Jobs, digg, ginormous, Youtube, Bear Stearns, Global Economy, Automagic, Darfur, Hannah Montana

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April 21-23, 2008


Advanced programs @ SRA

• Enterprise Information Management• Geospatial Technology Systems (Virtual Earth,

Virtual Worlds, Autonomous Systems)• Advanced Wireless • Business Transformation Services (BPMS)• Business Intelligence• Knowledge Management• Identity Management • Advanced Infrastructure Management

April 21-23, 2008


From Evolution to Revolution

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April 21-23, 2008


BPM and Web 2.0?

Technology• AJAX• MySQL• Apache

Applicability• Forms• Database Backend• Web Server

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WikiWiki

Social Networking

Social Networking

Instant Messenger

Instant Messenger

Help DeskHelp Desk

Expertise LocationExpertise Location

Instant Access and PresenceInstant Access and Presence

April 21-23, 2008


Will “Free” be a Disruptor?

• Do we need to worry about tools like StarOffice, Google Docs, and Microsoft Live?

• Given that standards are permeating throughout the industry, do we need to worry about Open-Source?

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Linux OS/MySQL DatabaseLinux OS/MySQL Database

PHP/AJAX FormsPHP/AJAX Forms

LifeRay Portal (JSR168)LifeRay Portal (JSR168)

Colosa Process Maker/Intalio Open Source

Colosa Process Maker/Intalio Open Source

OpenOffice.orgOpenOffice.org

Sun Report BuilderSun Report Builder

April 21-23, 2008


The Trends

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April 21-23, 2008


MANAGEMENT STYLES

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April 21-23, 2008


Transparency

Workers Managers

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April 21-23, 2008

Renaissance Washington, DC10

Open Book Management

• Open-book management is a management technique originated by Jack Stack and his team at SRC Holdings and popularized in 1995 by John Case. The technique is to give employees all relevant financial information about the company so they can make better decisions as workers. This information includes, but is not limited to, revenue, profit, cost of goods, cash flow and expenses. (source:WikiPedia)

April 21-23, 2008



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@#&!

?!

April 21-23, 2008



• Most employees find out the organization is not doing well when it is too late to actually do something about it.

• How can an employee measure his/her performance against their peers if they can’t see the level their peers are performing at.

• When group goals are set and individual employees can see the deficiency in meeting those goals, they can pick up the slack.

• Underperforming resources will be brought in line because they do not want to be “in last place”

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April 21-23, 2008



• Some Caveats• This can unlock certain sensitivities amongst

workers. If the situation is dire, this could lead to defection.

• Certainly sensitive data must somehow be redacted or not shown at all.

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April 21-23, 2008


DELIVERY METHODS

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April 21-23, 2008


Unified Communications

•Unified Communications (UC) is a commonly used term for the integration of disparate communications systems, media, devices and applications. This potentially includes the integration of fixed and mobile voice, e-mail, instant messaging, desktop and advanced business applications, Internet Protocol (IP)-PBX, voice over IP (VoIP), presence, voice-mail, fax, audio video and web conferencing, unified messaging, unified voicemail, and whiteboarding into a single environment offering the user a more complete but simpler and more effective experience. (source:WikiPedia)

•Gartner states "The largest single value of UC is its ability to reduce "human latency" in business processes."

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Source:VoIP Buzz

April 21-23, 2008


What’s driving BPMS Anywhere?

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Executive LeadershipExecutive Leadership

SalesforceSalesforce

YouthYouth

Non-Traditional Work Environments

Non-Traditional Work Environments

I mean when are these guys ever at their desk?

I mean when are these guys ever at their desk?

The sales force is constantly on the go. They need instant access to close deals,

process expenses, and transact other business.

The sales force is constantly on the go. They need instant access to close deals,

process expenses, and transact other business.

Instant Messenger was first widely used in 1996, over 12 years ago. It is now a

ubiquitous communication tool amongst a younger generation of workers. Why

force them away from that?

Instant Messenger was first widely used in 1996, over 12 years ago. It is now a

ubiquitous communication tool amongst a younger generation of workers. Why

force them away from that?

As BPMS systems move towards more mission based applications and away

from backoffice, they need to adapt to front line applications.

As BPMS systems move towards more mission based applications and away

from backoffice, they need to adapt to front line applications.

April 21-23, 2008


Unified Communications

• One of our principal goals in BPM is to deliver the right information to the right people at the right time.• As long as they are at their desk…

• Many BPMS suites have Blackberry or PDA views but have yet to build a fully integrated BPM client for these devices.

• We are constantly under pressure to get things done faster.

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April 21-23, 2008


Getting it Done Faster

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System could use Instant Messenger Presence to determine if you were at your desk. Notices could be sent right to your IM window for instant response.

System could use Instant Messenger Presence to determine if you were at your desk. Notices could be sent right to your IM window for instant response.

E-mails can be converted into actionable items through the use of native apps for Smartphone/PDA type devices. Online/Offline functions allow for batch uploads when back in range.

E-mails can be converted into actionable items through the use of native apps for Smartphone/PDA type devices. Online/Offline functions allow for batch uploads when back in range.

Simple Yes/No approvals could be sent via text message from the system.

Simple Yes/No approvals could be sent via text message from the system.

April 21-23, 2008


Software as a Service

Why SaaS for BPM?• Technology platforms are rapidly changing• Allows for a variety of service delivery models

targeting many different size organizations.Challenges• For most enterprises, the largest challenges will

be in security.• Because of the importance of roles and

responsibilities, keeping directory services in-sync in real time becomes critically important for large organizations.

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April 21-23, 2008


SaaS Service Delivery Models

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April 21-23, 2008


SaaS can Expand the Customer Base

Today’s Market• Fed, State, and Local

Government• Medium and Large

Corporations

Tomorrow’s Market• Fed, State, and Local

Government• Medium and Large

Corporations• Small Business• Event Driven• Subscription Services

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April 21-23, 2008


MAKING THE SYSTEMSMARTER

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April 21-23, 2008


Human Interaction Management

• Based on the work by Keith Harrison-Broninski

• In HIM, a business process requiring human knowledge, judgement and experience is divided into collaborating Roles, which are then assigned to the appropriate people via a Human Interaction Management System (HIMS). The HIMS not only co-ordinates work activities but also exchanges messages and documents automatically on behalf of the people involved, with full version control and history. A HIMS is also used to manage the work and integrate it with organizational strategy/tactics, via separation into "levels of control". Active processes can be changed on-the-fly as people agree on next steps for the work.

Where do the Intersections Occur?

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BPMS doesn’t typically collect information on the interactions that go into making decisions. BPMS typically collects either an output or end result.

BPMS doesn’t typically collect information on the interactions that go into making decisions. BPMS typically collects either an output or end result.

April 21-23, 2008



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Meta- Repository

The way users are solving problems outside of the BPMS are now being captured. The system is learning.

The way users are solving problems outside of the BPMS are now being captured. The system is learning.

April 21-23, 2008



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Meta- Repository

The end user can now access data on how others have solved similar problems and their methods. This shortens the cycle time thus lowering ETC.

The end user can now access data on how others have solved similar problems and their methods. This shortens the cycle time thus lowering ETC.

April 21-23, 2008


BPM That “Thinks”

Semantic Search• IBM Researchers distinguished two

major forms of search: Navigational and Research. In Research Search, the user provides the search engine with a phrase which is intended to denote an object about which the user is trying to gather/research information. There is no particular document which the user knows about that s/he is trying to get to. Rather, the user is trying to locate a number of documents which together will give him/her the information s/he is trying to find. Semantic Search lends itself well here. (Source R. Guha- IBM Almaden)

• Help provide the user search results that augment their understanding of the problem they are trying to solve.

Artificial Intelligence• Allowing the computer

to make decisions based on its past experience or predictions of the future.

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April 21-23, 2008


Semantics for Intelligent Search

• We should be expecting advances in search capabilities within the BPMS suites. Instead of searching on specific process variables, why can’t we ask the system for some context?

• Why can’t we ask the system to simply “Show me instances that look like this one?”

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April 21-23, 2008


Artificial Intelligence

• What if the system didn’t need business rules?• What if we were able to simply train it by

having it “watch” how we process items?• What if we create a new Feedback Loop

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BPMSBusiness

Intelligence

April 21-23, 2008


Using AI for Intelligent Routing

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Name Processing Time

Shelly 1.5 hours

Sue 2 Hours

James 6 Hours

John 10 Hours

April 21-23, 2008


SECURITY AND ROLES

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Functions and Responsibilities

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Approvals Challenge

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April 21-23, 2008


The Business Logic of Approvals

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CivilCivil 15657.89015657.890 ExpenseExpense

>1000>1000

We are already storing this type of logic in our BPMS tools. Except for the most mature organizations, this information is useless to other processes/groups.

~~~~~~~~~~~~~~~~~~~If project XXXXX.XXXAndIf organization = XXXAndIf Transaction Org = XXXAnd Amount < XXXX

We are already storing this type of logic in our BPMS tools. Except for the most mature organizations, this information is useless to other processes/groups.

~~~~~~~~~~~~~~~~~~~If project XXXXX.XXXAndIf organization = XXXAndIf Transaction Org = XXXAnd Amount < XXXX

John SmithJohn Smith

IF

AND

THEN

April 21-23, 2008


Defining Each Function for Every Process

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April 21-23, 2008


Role Based Access Control

RBAC differs from access control lists (ACLs) used in traditional discretionary access control systems in that it assigns permissions to specific operations with meaning in the organization, rather than to low level data objects. For example, an access control list could be used to grant or deny write access to a particular system file, but it would not say in what ways that file could be changed. In an RBAC-based system an operation might be to create a 'credit account' transaction in a financial application or to populate a 'blood sugar level test' record in a medical application. The assignment of permission to perform a particular operation is meaningful, because the operations are fine grained and themselves have meaning within the application. (source:Wikipedia)

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April 21-23, 2008


Where is the Shift?

• Today we are entering role information into our BPMSs and maintaining separate information in our directory services.

• For matrixed organizations, many BPMS role are too complex to store in typical LDAP stores.

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April 21-23, 2008


Let’s define at a common source

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Master Functions/Responsibilities Database

Master Functions/Responsibilities Database

April 21-23, 2008

Renaissance Washington, DC39

Thank You!Jason AdolfPrincipal – Advanced Programs BPMSSRA International, Inc

Contact Information:[email protected]