The Time is ‘Before’ to Cope with Hurricane-Related Storms of Forms

Even though the physical storms are now largely scary, soggy memories, hurricanes Harvey and Irma will swamp many information professionals for months to come as a torrent of claim forms pours across their desks. Those who deal in paper will find themselves especially hard-pressed to keep up, not only because of the high volume of […]

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 […]