Controlling Untamed Process: Enterprise Content Management, BPM, Dynamic Case …
- August 30th, 2011
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It seems the problems around the management of unstructured data multiply at the same rate as the content that causes them. One of those problems is what a recent paper from Forrester describes as “untamed processes,” and suggests taking the big stick of dynamic case management to get them under control.
As might be expected, untamed processes proliferate in all enterprises despite the best efforts of IT departments that have deployed business process management software.
Unstructured Content, Untamed Processes
The IBM-sponsored eBook, Dynamic Case Management: A powerful weapon in the war on “untamed processes,” says this happens because of the nature of the content that is used in these processes — notably, unstructured content.
If unstructured content is understood as information that either does not have a predefined data model, or more simply is not in a database, then what are untamed, or unstructured processes?
According to eBiz Site Editor Anne Stuart in the book, and citing Forrester’s Craig Le Clair, untamed business processes:
require a balance of human and system support, and cross department, technology, information, and packaged application silos to meet end-to-end business outcomes… The haphazard approach results in processes that lack structure and, over time, grow ‘bloated with non-value-added activity.’”
Enterprises, Untamed Processes
Even worse, Forrester adds,
…they literally choke the productivity and creativity out of the workforce.”
And they are everywhere. They can be found in both public and private sectors and can be divided into three basic categories:
- Investigations, such as audits and patent filings
- Service requests
- Incident management that ranges from public security to product quality assurance
In terms of functions, untamed processes are moist often found in:
- Customer on-boarding: Le Clair cites repeated demands for basic information that the company should already have.
- Claims processing: Le Clair cites a single claim may involve multiple departments
- Invoice processing: Enterprises receive invoices in a variety of ways and formats, including paper, e-mail, PDFs, via electronic billing systems.
On top of that, the situation is exacerbated by attempts to manage all these functions by pulling together a patchwork architecture from a number of business process management, collaboration, business intelligence and enterprise content management systems.
However, Le Clair says, these solutions rarely work and most processes require an approach that is less static and more dynamic, enabling rapid change when necessary.
Why Dynamic Case Management?
And this is where dynamic case management comes in. Dynamic case management software is, Le Clair says, semi-structured, collaborative, information intensive process software driven by outside events.
It responds to incoming information as it is placed into the process, so one of the key elements is its progressive nature.
With more work to do, information workers are using more technology to achieve more, which puts more emphasis on new processes, which require more management.
Compliance issues and new regulations are also putting pressures on companies to deploy more dynamic processes as enterprises are increasingly obliged to respond quickly to requests for information that can be best served through flexible processes.
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