From a webinar that I presented on December 6, 2011, sponsored by Pegasystems.

1. Making Social BPM
Mean Business
Using BPM, social tools and case
management to boost productivity
and worker empowerment
Sandy Kemsley l www.column2.com l @skemsley
Copyright Kemsley Design Ltd., 2011 1

2. Agenda
l The changing nature of work
l Dimensions of process: structured to
unstructured, controlled to social, internal
to external
l Getting started with social processes
Copyright Kemsley Design Ltd., 2011 2

3. The Extremes Of Work
Routine Knowledge
Work Work
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4. Goals Of Work Types
Routine Work Knowledge Work
l Efficiency l Flexibility
l Accuracy l Assist human knowledge
l Process improvement work
l Automation l Collect artifacts
l “Classic” BPM l Adaptive Case
Management (ACM)
Copyright Kemsley Design Ltd., 2011 4

5. Characterizing The Extremes
Routine Work Knowledge Work
l A priori process model l No a priori model
l Controlled participation l Collaboration on demand
l Automatable, especially l Little automation, but
with service integration, guided by rules and
rules and events events
Copyright Kemsley Design Ltd., 2011 5

6. Dimensions Of Work
l Structured to unstructured
l Controlled to collaborative
l Internal to external
Structure
participation
Collaboration
External
Socialization
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7. Structure Spectrum
Structured Structured with Unstructured with Unstructured
• e.g., automated ad hoc pre-defined • e.g., investigations
regulatory process exceptions fragments
• e.g., financial back- • e.g., insurance
office transactions claims
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8. Collaboration Spectrum
Predefined participants Select from predefined Select any participants,
• Each task in process set of participants or participant self-
assigned to specific • e.g., send to colleague for selection
roles/participants at design assistance • e.g., social production
time or instantiation
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9. External Socialization Spectrum
Internal only Expose status to Include external in
• All tasks in process external process
completed by internal • e.g., send milestone • e.g., route task to trading
resources alerts to customer partner for completion
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10. Challenges
l Hybrid models that include all work
dimensions
l Runtime UI for defining processes and
adding participants
l Management of unstructured and
collaborative processes
l Cultural shifts required by IT, business
users and management
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11. Getting Started With Social
l Enable inherently social tasks in existing
processes
l Add social tools (process platform or 3rd party)
l Foster trust and empowerment in workers
l Identify opportunities for additional
collaboration
l Move highly collaborative processes to
social platforms
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12. Sandy Kemsley
Kemsley Design Ltd.
email: sandy@kemsleydesign.com
blog: www.column2.com
twitter: @skemsley
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