Your Business Process Shouldn’t Break When Your Technology Does

United Airlines last week suffered (yet another) technology malfunction that affected nearly a third of its flights for the day, and at least one report related a sordid tale within which lies at least one particularly important lesson: Your business process shouldn’t break just because your technology does.

East or West, ECM is ECM

I’m halfway through a week of meetings here in Hong Kong, and today I was struck by the fact that, different though the landscape is than what I’m used to back in Boston, there is much I find familiar. There are cars, trucks, and buses – but they drive on the left side of the […]

The Case for Business Process Workarounds

Did you ever bleed over a process improvement plan only to run into one piece of the workflow that you just couldn’t get changed? A hospital I visited recently clearly was the victim of just such a circumstance, but rather than simply surrender to the inevitable, it hit upon a simple and effective workaround whose […]

BPM Drivers Shouldn’t Affect Processes

My latest on SearchSOA: Mobile, social and the cloud are three business and technology forces expected to drive change in BPM this year. But, counterintuitive though it may sound, advances in these areas won’t directly affect processes! Or at least they shouldn’t, unless there is a compelling reason for them to do so. Continue reading […]