Bye Bye Year of the Dragon, Hello BPM
- by Ajay Khanna
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As 2012 fades and we usher in a New Year, let’s look back at
some of the hottest
BPM trends and
those we’ll be seeing
more of in the coming months.
BPM is as much about people as it is about technology. As
people adopt new ways of engagement, new channels of communications and new
devices to interact , the changes are reflected in BPM practices.
As Social and Mobile have become an integral part of our
personal and professional lives, we’ll see tighter integration of social and
mobile with BPM, and more use cases emerging for smarter process management in
2013. And with products and services becoming less differentiated, organizations will strive to
differentiate on Customer Experience. Concepts like Pace
Layered Architecture and Dynamic
Case Management will provide more flexibility and agility to IT
groups and knowledge workers.
Take a look at some of these capabilities we showcased (see video)
at Oracle OpenWorld 2012.
Some of these trends that will continue to gain momentum in
2013:
Social networks and social
media have provided a new way for businesses to engage with customers. A
prospect is likely to reach out to their social network before making any
purchase. Companies are increasingly engaging with customers in social networks
to influence their purchasing decisions, as well as listening to customers via
tools like sentiment analysis to see what customers think about a particular
product or process. These insights are valuable as companies look to improve
their processes.
Inside organizations, workers are using social tools to engage
with each other to design new products and processes. Social collaboration
tools are being used to resolve issues where an employee needs consultation to
reach a decision. Oracle BPM
Suite includes social interaction as an integral part of its process design
and work management to empower today’s business users.
Ubiquitous smart
mobile devices are trending as a tool of choice for many workers. Many
companies are adopting the policy of “Bring Your Own Device,”
and the device of choice is a tablet. Devices like smart phones and tablets not
only provide mobility to workers and customers, but they also provide
additional important information – the context. By integrating the mobile
context (location, photos, and preferences) into your processes, organizations
can make much more informed decisions, as well as offer more personalized
service to customers. Using Oracle
ADF Mobile, you can easily create user interfaces for mobile devices and
also capture location data for process execution.
Customer experience
was at the forefront of trending topics in 2012. Organizations are trying to
understand their customers better and offer them more personalized and
differentiated services. Customer experience is paramount when companies design
sales and support processes. Companies are looking to BPM to consistently and
efficiently orchestrate customer facing processes across disparate systems,
departments and channels of communication. Oracle BPM
Suite provides just the right capabilities for organizations to design and deliver
an excellent customer experience.
Pace Layered
Architecture strategy is gaining traction as a way to maximize agility and
minimize disruption in organizations. It provides a framework to manage the
evolution of your information system when different pieces of it are changing at
different rates and need to be updated independent of one another. Oracle Fusion Middleware and Oracle BPM
Suite are designed with this in mind. The database layer, integration
layer, application layer, and process layer should not be required to change at
the same time. Most of the business changes to policy or process can be done at
the process layer without disrupting the whole infrastructure. By understanding the type of change needed at
a particular level, organizations can become much more agile and efficient.
Adaptive Case
Management proposes more flexibility to manage processes or cases that
do not follow a structured process flow. In such situations, the knowledge
worker managing the case needs to evaluate what step should occur next because
the sequence of steps can’t be predetermined. Another characteristic is that it
requires much more collaboration than straight-through process. As simple
processes become automated, and customers adopt more and more self-service, cases
that reach the case workers are much more complex and need more investigation. Oracle BPM suite includes comprehensive
adaptive case management capability to manage such unstructured and complex processes.
Smart BPM or making
your BPM intelligent has been the holy grail for BPM practitioners who
imagined that one day BPM would become one with Business Intelligence, Business
Activity Monitoring and Complex Event Processing, making it much more
responsive and helpful in organizational decision making. In 2013, organizations will begin to deploy
these intelligent BPM solutions. Oracle
offers an integrated solution that brings together the powerful functionality
of BI, BAM, event processing, and Real Time Decisions to help organizations
create smart process based solutions.
In order to help customers reach their BPM goals faster and remove
risks associated with BPM initiatives, Oracle has introduced Oracle Process Accelerators,
pre-built best practices applications built on Oracle BPM
Suite that are fully production grade and ready to deploy. These are exiting times for BPM practitioners
and there is so much to look forward to in 2013.
We wish you a very happy and prosperous New Year 2013. Happy
BPMing!
