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.

(more…)

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 of the information management software: how accurate the OCR engine can be trained to be, how flexible the workflow is, how well metadata can be pulled from and pushed into legacy systems, etc. If hardware is discussed at all, it often is in the context of either scanning or mobility/BYOD (or both), for the choice of device in these places can be critical to adoption and use.

(more…)

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 spirit is worthy of emulation.

(more…)