case management

Final session for me at Building Business Capability is Denis Gagne of Trisotech talking about the intersection of process, case and decision modeling – BPMN, CMMN and DMN – and the importance of these standards to business analysts. Denis reminds us that all organizations are facing a new digital future with rapid technology change, changing customer [...]

As regular readers know I have been working on a new decision modeling book – Real World Decision Modeling with DMN – with Jan Purchase. While you wait for this book from Meghan-Kiffer press you might want to check out Questioning BPM? This was a fascinating exercise in which Paul Harmon and Roger Tregear asked a whole [...]

I got a chance recently to catch up with the folks from XMPro. XMPro is a .NET-based Intelligent Business Operations Platform with headquarters in Dallas and offices in Denver, Sydney, London and South Africa. The folks from XMPro see the world as a very event-driven environment with work arriving in an increasingly dynamic fashion day [...]

An update next on IBM’s solution for counter-fraud.  For IBM fraud involves an intentional act that misrepresents and is both illegal and designed for financial gain. They further divide this into organized and opportunistic fraudsters for whom different kind of detection is required. Fraud is growing problem because: Fraud schemes are increasingly sophisticated with organized crime moving [...]

Glenn finch and John Murphy talked about deepening business relevance. The challenge, he says, with much of the work around analytics and data is how easily it drops into discussions of security, integration, scalability, performance etc. What clients care about though is business relevance – business value – being created by the use of this plumbing. [...]

Kerim Akgonul came up next to talk products, in particular Pega 7. Pega 7 was released last year and is being used around the world. Pega 7 focused on several elements: Visibility through the common case interface Speed and accuracy through automation of processes and decisions Speed and accuracy also of development, making it easier [...]

I am attending PegaWorld 2014 and we kicked off with the opening keynotes with a focus on becoming a digital enterprise.  New channels, more devices are driving an unprecedented degree of change according to Alan Trefler, CEO. Organizations must become digital by design, intentionally, focusing on three key areas: The power to engage with customers, [...]

IBM announced Smarter Process last year, pulling a number of capabilities into a single story with a particular focus on customer centricity. This year IBM’s customers are very focused on growth – 60% of them say it is their top issue, up from 41% the year before. The Smarter Process team this year is focused [...]

A very high powered executive panel – Bob LeBlanc, 6GMs and a Global Leader from GBS – took questions. No particular structure but here are some key takeaways: IBM has made, and continues to make, investments in a broad range of flexible cloud approaches supporting public, private, hybrid and localized cloud. It sees the flexibility [...]

I recently met Neil Ward-Dutton of mwd advisors at bpmNEXT and we chatted about decision modeling – I was there giving a demo of DecisionsFirst Modeler and its support for the new Decision Model and Notation standard. Neil pointed me to his recent report CMMN and DMN: new notations for systems of co-ordination – what are [...]

As part of our ongoing “Meet our Partners Series” I caught up with Juergen Pitschke of BCS, a Decision Management Solutions partner. Juergen and I are giving a webinar on April 1 – Getting Started with Decision Management. Please describe your current role and title and tell us a little about your company I’m Juergen Pitschke the founder [...]

I will be giving a webinar on BCS on April 1, 2014 at 10:00 AM EST, 16:00 CET Organizations like yours are improving results, streamlining operations and personalizing customer transactions by automating the repeatable decisions central to their operations. These organizations are using the time-tested and proven decision management approach to effectively apply business rule, predictive [...]

Final session today is Sandy Kemsley talking about Case Management. Sandy began by considering the system we use to work today. How we work, she says, is based on two different approaches illustrated by Taylor’s theories of standardized processes for efficiency and Drucker’s management by objectives theories. We need to support both and that drives [...]

Jim Sinur, Gartner Emeritus, is next at Building Business Capability talking about the possibilities of transformation resulting from BPM and process models. Businesses, he says, are in a battle to lead in revenue per hour worked. This means a constant focus on increasing productivity and the linkage of every action to desired business outcomes. It [...]

Wrapping up, the key to intelligent processes is treating decisions as peers. Decisions may require a human but an intelligent process will automate those that can be automated. Even when a decision cannot be completely automated an intelligent process will load share between automated components and users. Even when a case exceeds the ability of the system [...]

So what is an Intelligent Process? An intelligent process is a dynamic, flexible and transparent process focused squarely on the consumer that continually improves and adapts. This has several elements: Customer Centric Putting the consumer at the heart of a process is central to making it more intelligent. This requires more flexibility and a focus [...]

For all the undoubted benefits of a process approach, many of the processes being modeled and implemented by organizations are not very “intelligent.” Many processes are mechanical and repetitive, often relying too much on human decision-makers. They are internally focused, driven by the organization’s own view of its transactions and structure. Relying on these processes [...]

I am participating with Mark Mastop of Blueriq in an all-day Masterclass on Intelligent processes: the way to more service and less administration, September 11 in  ’s-Hertogenbosch, The Netherlands. Many businesses and government agencies model their business using a process-based approach. Whilst this is a step in the right direction, they still often come up against barriers. [...]

Another solution session, this time Bob and Rick from IBM focused on IBM’s Signature Solution for Counter-Fraud, Waste and Abuse.  This is a classic Decision Management use case so I am looking forward to this one. Most fraud, they point out, is committed by insiders and goes undetected for 18 months. Frauds are also becoming a [...]