This document discusses the evolution of enterprise process management from traditional applications to smart process applications (SPA). SPA aim to manage the entire customer lifecycle within a single application by tightly integrating both structured and unstructured information, collaborative processes, and best practices. SPA provide benefits like improved knowledge work efficiency and a single system for task management but challenges include preventing SPA from becoming rigid over time and ensuring processes remain flexible and adaptable to changing information needs.

1. Thinking Beyond
Traditional BPM
Managing The Customer Lifecycle
In An Information-Rich Environment
Sandy Kemsley l www.column2.com l @skemsley

2. Agenda
l Why enterprise process management isn’t
enough
l Defining Smart Process Applications
l Benefits
l Challenges
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3. History of Enterprise Process
l Enterprise applications
l Hard-coded structured processes
l Silos of structured information
l Business process management suites
(BPMS)
l Configurable structured processes
l Loosely integrated unstructured information
l Tightly integrated structured information
l Rules, events, integration and analytics
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4. Indicators That A Traditional
Process Application Is A Poor Fit
l Multiple systems required to do work
l System workarounds, especially collaboration
l Inelegant add-ons and integrations
l Over-engineered for application
l Functionality too “heavy” and inflexible
l May require larger process transformation effort
l Too generic
l Inadequate application templates
l No best practices
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5. Smart Process Applications (SPA)
l Manages the customer lifecycle
l Content-rich case paradigm, tightly
integrated with structured/unstructured info
l Collaborative and structured processes
l Encapsulates business rules/best practices
l Supports knowledge workers and
customer/employee self-service
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6. SPA Examples – Horizontal
l Employee lifecycle
l Recruitment and onboarding
l Performance management
l Contract management
l Creation
l Maintenance, renewal and termination
l Customer lifecycle
l Sales
l Support
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7. SPA Examples – Vertical
l Middle office investment fund management
l Risk management
l NAV and profit/loss analytics
l Disability claims management
l Long-term/recurring case management
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8. SPA For The Knowledge Worker
l Characteristics:
l Goal-oriented work with case owner
l Skills-based routing/filtering
l Functions:
l Review related content and best practices
l Add tasks/subprocesses manually or via events
l Create/distribute content
l Collaborate on demand
l Reconfigure user experience
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9. SPA For Customer/Employee
Self-Service
l May receive email/documents throughout
lifecycle
l Portal view of assigned tasks
l Actions trigger other tasks/processes
l Actions and accomplishments captured as
customer information context
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10. The Role of Modern BPMS
l Functional bridge from enterprise process
to SPA
l Core of SPA development platform
l In-house enterprise development
l BPM vendor templates and applications
l Refactored into packaged applications
l Provides underlying functionality: process,
events, rules, integration, analytics
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11. SPA Benefits
l Knowledge work efficiency/quality:
l Information context for performing tasks
l In-system collaboration for decision support
l Rules and structured processes as guardrails
l Cross-channel information consistency
l Integrated functionality:
l Single application for work management
l Consolidated audit trail
l SLAs and escalations at case and process level
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12. SPA Challenges
l Will SPA become the new legacy
applications?
l Are SPA just sales tool templates?
l How will the boundaries of process and
information within an SPA be expanded?
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13. Summary
l Evolution of enterprise process:
l Enterprise Applications
l Business Process Management Suites
l Smart Process Applications
l Process alone is not enough:
l Customer communication and collaboration
l Information context
l Industry knowledge and best practices
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14. Slides at www.slideshare.net/skemsley
Sandy Kemsley
Kemsley Design Ltd.
email: sandy@kemsleydesign.com
blog: www.column2.com
twitter: @skemsley
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