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.

Don’t Forget the Hardware in Your Info Management RFP

I’ve spent a lot of time recently with my head buried in clients’ EIM/ECM/BPM software business requirements and vendor selection criteria, and it’s been fascinating in the aggregate to see when – and whether – in their RFP process the hardware side of the equation surfaces. In most cases, the conversations center on the capabilities […]

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 […]