In association with: Presented by: Steve Weissman

Getting Maximum Value From BPM and Workflow

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August 3, 2011

In association with: Presented by: Steve Weissman

Steve Weissman User Adviser, Strategy Consultant, and Industry Analyst for 20+ Years Expert in Strategies and Best Practices for Successful Implementations AIIM Certified Instructor for ECM and BPM / President, AIIM New England Executive Director, Holly Group

Helping people work better and work better together … So they can get Maximum Total Value from their technology solutions

About Your Instructor

In association with: Presented by: Steve Weissman

It’s “Business Process Management” One of the few buzzphrases that actually mean something! (And not what it came to mean at one point)

So What is This BPM Thing, Anyway?

In association with: Presented by: Steve Weissman

And Why Isn’t Workflow Two Words? It was, once upon a time And then the jargon bug bit …

So What is This BPM Thing, Anyway?

work flow

But it still means something, too!

In association with: Presented by: Steve Weissman

All About “Gettin’ Stuff Done”

Business Best Practices

Ways of Helping People Work Better

Best Used to Improve Existing Processes

Widely Misunderstood

What BPM and Workflow Are

In association with: Presented by: Steve Weissman

Technologies

Change Management Techniques

Tools for Building Radically New or ‘Perfect’ Processes

Often Used to Maximum Effect

What BPM and Workflow Aren’t

In association with: Presented by: Steve Weissman

Life on a Spectrum

General Definitions and Differences

Sophistication

Routing

Workflow

BPM

In association with: Presented by: Steve Weissman

Life on a Spectrum

General Definitions and Differences

Sophistication

Routing

Workflow

BPM

Simple, straight-line, often ad hoc

In association with: Presented by: Steve Weissman

Life on a Spectrum

General Definitions and Differences

Sophistication

Routing

Workflow

BPM

Simple, straight-line, often ad hoc

Designer, branching, rules/roles, repeatable

In association with: Presented by: Steve Weissman

Life on a Spectrum

General Definitions and Differences

Sophistication

Routing

Workflow

BPM

Simple, straight-line, often ad hoc

Designer, branching, rules/roles, repeatable

Designer, simulation, rules/roles, repeatable, complex

In association with: Presented by: Steve Weissman

Life on a Spectrum

General Definitions and Differences

Sophistication

Routing

Workflow

BPM

Simple, straight-line, often ad hoc

Designer, branching, rules/roles, repeatable

Designer, simulation, rules/roles, repeatable, complex Forms Rule!

(paper and electronic)

In association with: Presented by: Steve Weissman

Flexibility Ability to accommodate changing conditions

Scalability Ability to accommodate more users, processes,

locations, etc.

Simplicity Ability to be readily understood and exploited by

users and admins, businesspeople and techies alike

What to Look For

But the techniques and tools can be used to support any of these……if you want them to!

In association with: Presented by: Steve Weissman

Lack of Preplanning Familiarity breeds success

Over-Planning (Rigidity) Nothing constant but change itself

Taking Too Large a Bite Break off what you can chew, and get the rest later

Taking Too Narrow a View Think bigger, not smaller – but take one bite at a time

(see previous bullet)

What to Watch For

In association with: Presented by: Steve Weissman

Don’t Trash Your Initiative When Things Get Tough (and They Will!) Different meanings for different people

– and vendors – can sow confusion Inclusion (or lack) of complementary

technologies (content management, collaboration, intelligent capture, etc.) can be disruptive

Caveat Dumpster

In association with: Presented by: Steve Weissman

Stay Focused on Your Business Need

Stay Focused on the Business Value!

The Rest is Just Details

Don’t Let ’em Bog You Down!

In association with: Presented by: Steve Weissman

Not Just Working Better, But Working Better Together Collaborative technologies generally not considered part of BPM-land … but

what could be more process-intensive?

Not Just ROI, but MaxTV®

Maximum Total Value More than just economics Includes process change and collaboration too Since 1998

Keys to the Kingdom

In association with: Presented by: Steve Weissman

Philosophy in Two Parts The Triad … supporting the business case The Quadruple Helix … supporting the technology decision

Introducing MaxTV®

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In association with: Presented by: Steve Weissman

Economics Return on Investment

Generally focused on a single point in time (i.e., payback)

Total Cost of Ownership “Total” suggests that spending eventually ends

The MaxTV® Triad

In association with: Presented by: Steve Weissman

The MaxTV® Triad

Economics

Process Change Greater efficiency, effectiveness

Boosts employee and customer satisfaction

Opportunities to realize non-obvious savings e.g., improved employee retention, early payment discounts

In association with: Presented by: Steve Weissman

Economics

Process Change

Collaboration Less duplication of effort

Saves time, frustration

Better quality Facilitates review, validation, correction Reduces risk

The MaxTV® Triad

In association with: Presented by: Steve Weissman

Economics

Process Change

Collaboration

The MaxTV® Triad

All three elements must be minded and measured over time in order to maximize value!

In association with: Presented by: Steve Weissman

Economics

Process Change

Collaboration

The MaxTV® Triad

… as must the supporting technology

All three elements must be minded and measured over time in order to maximize value!

In association with: Presented by: Steve Weissman

Four interconnected strands to be managed and optimized

The MaxTV® Quadruple Helix

Medium

Data

Format

Context

© Holly GroupAll Rights Reserved.

© Holly GroupAll Rights Reserved.

In association with: Presented by: Steve Weissman

Missing or poor data? No utility.

The MaxTV® Quadruple Helix

Data

© Holly GroupAll Rights Reserved.

In association with: Presented by: Steve Weissman

Missing or poor data? No utility.

Missing or wrong context? Not meaningful.

The MaxTV® Quadruple Helix

Data

Context

© Holly GroupAll Rights Reserved.

In association with: Presented by: Steve Weissman

Missing or poor data? No utility.

Missing or wrong context? Not meaningful.

Mismatched formats? Not shareable.

The MaxTV® Quadruple Helix

Data

Format

Context

© Holly GroupAll Rights Reserved.

In association with: Presented by: Steve Weissman

Missing or poor data? No utility.

Missing or wrong context? Not meaningful.

Mismatched formats? Not shareable.

Improper medium?Not receivable.

The MaxTV® Quadruple Helix

Medium

Data

Format

Context

© Holly GroupAll Rights Reserved.

© Holly GroupAll Rights Reserved.

In association with: Presented by: Steve Weissman

Decisions regarding one strandaffect all the others.

The MaxTV® Quadruple Helix

Medium

Data

Format

Context

© Holly GroupAll Rights Reserved.

© Holly GroupAll Rights Reserved.

In association with: Presented by: Steve Weissman

Decisions regarding one strandaffect all the others.

The MaxTV® Quadruple Helix

All four strands thus must be continually well orchestrated in order to maximize value!

Medium

Data

Format

Context

© Holly GroupAll Rights Reserved.

© Holly GroupAll Rights Reserved.

In association with: Presented by: Steve Weissman

Irrelevant to justification discussions but central to implementation success

Economics

Process Change

Collaboration

Why Value Isn’t Maximized

Central to justification discussions but irrelevant to implementation success

In association with: Presented by: Steve Weissman

Everything!

What Does This Have to Do With BPM and Workflow?

In association with: Presented by: Steve Weissman

Incomplete or absent thinking about delivery means format and medium will be mismatched, and work will not flow

Incomplete or absent tagging means process data cannot be found

Poor rules/roles integration means context cannot be determined, and intelligence thus not applied

Why Value Isn’t Maximized

Medium

Data

Format

Context

© Holly GroupAll Rights Reserved.

In association with: Presented by: Steve Weissman

Incomplete or absent tagging means process data cannot be found

Poor rules/roles integration means context cannot be determined, and intelligence thus not applied

Why Value Isn’t Maximized

Incomplete or absent thinking about delivery means format and medium will be mismatched, and work will not flow

These issues – and more – are largely avoidable with proper planning up front!

In association with: Presented by: Steve Weissman

Incomplete or absent tagging means process data cannot be found

Poor rules/roles integration means context cannot be determined, and intelligence thus not applied

Why Value Isn’t Maximized

These issues – and more – are largely avoidable with proper planning up front!

But the work is hard, and often unappreciated, so it too often is left undone.

Incomplete or absent thinking about delivery means format and medium will be mismatched, and work will not flow

In association with: Presented by: Steve Weissman

Plan Ahead

Rig for Success

Don’t Over- (or Under-) Buy

Keep It Simple, Silly (KISS)

So: Don’t Leave the Work Undone!

In association with: Presented by: Steve Weissman

Please contact me for any questions, comments, or additional information

Steve Weissman, Executive Directorsweissman@hollygroup.com

617-383-4655

Twitter: steveweissmanLinkedIn: in/steveweissman

Fresh observations and opinions only on Weissman’s World! Visit blog.hollygroup.com

Thank You!