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.
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 […]
It’s always illuminating to attend a couple of industry conferences only weeks apart, and then to try to reconcile the perspectives and themes they are built around. Having just been to the generally ECM-oriented AIIM Conference and the more CCM-focused Document Strategy Forum, I can tell you today that a very interesting dynamic is at […]
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 […]