Most companies oversimplify customer experience processes. As a rule, all relevant tasks are just delegated to CRM. However, even most advanced CRM alone can appear not sufficient to handle all customer processes. CRM rarely offers enough flexibility to configure multiple levels of interaction with client with complex decision logic, gateways, escalations and delegation of tasks. [...]
‘Process’ is exact and rigorous term to describe a sequence of business operations. Precision is always important to avoid dubious expectations from a client. Precise technical words should be used in all project discussions to highlight professional level and awareness on the subject. Operational Excellence, Customer Success and other clichés look good in promotional materials [...]
Enterprise Bridge offers uniform approach to integrate versatile BPM systems existing today under umbrella of universal exchangeable meta-models and configurable process transformation rules ensuring transparent process standardization among different vendors. Enterprise Bridge is offered as a premium feature to users of Enterprise Explorer. Enterprise Bridge is available as on premise process transformation server and as a cloud service. Today [...]
In properly designed BPM system process engine should be entirely isolated from user interface through well-crafted API. If user interface is mixed process engine, it is an evident disaster. Process engine should run as a service in unattended mode and, ideally, should be also clustered for fault tolerance. User interface of a process engine is [...]
Every real business landscape consists of many IT systems. This versatility is objective. It does not appear due to poor IT management and planning. It predefined with objective evolution of business. Technologies evolve, departments and teams appear and disappear, companies split and merge. Even with best possible planning, only a minority of these events can [...]
Mobile experience is one of the most important factors, which incredibly extended BPM scope. Mobile devices have broken traditional BPM borders and made process actors mobile in literal sense enabling them to go outside of traditional office environments and desktops. This is even truer for mobile AI business units emerging with IoT. Mobile capabilities merge [...]
I admire DMN for elegance and clarity, even apart from bright prospects on compatibility of execution. This apparent clarity is not accidental. There exists deeply rooted and not justified prejudice about BPM as a world of diagrams. However, BPM is a world of processes, and processes are not always best viewed as diagrams. Graphs, which [...]
Digital processes differ from regular processes in methodology and metadata. Every business domain has own set of fundamental process elements and their relations. In case of regular processes, elements and relations are more (but not entirely) human-centric. In case of digital processes, elements and relations are more (but not entirely) machine-centric. The border between two [...]
BPM industry exists for establishment and implementation of standards in the area of business processes. Standards are key instruments of BPM in implementation of its mission to formalize and improve business processes. BPM is dedicated to development and maintenance of standards. All history of BPM consists of evolution of standards. This is a continuous process. [...]
Approaching a client with a suggestion to move all processes at once to another system, even in all respects superior to existing, is practically impossible without severe disruptions in existing processes. However, having a number of structured and unstructured client processes, forms and workflows, it is always possible to run automatic or semi-automatic process discovery, [...]