Business Process Management

Gamification is Central to Social

 Years ago when I was in school, I asked my business professor to share a bit of advice that he had found invaluable throughout the years. He offered me a simple quote, “Keeping score, improves the score.” I cannot count the number of times I’ve been reminded of that bit of advice. The idea of knowing what you are doing, how well you are doing,and how well others are doing the same thing, touches on both our business and our personal lives. Anyone making an effort to be more competitive, more productive, or more efficient can benefit from the score. As we all saw in the recent Super Bowl, the score was motivating actions of all-star players until the very last seconds of their performance.But the players were not the only ones motivated.The score also motivated the coaches to architect new plays and game-winning strategies. The fans were motivated to cheer on their favorite players,encouraging them to improve the score. For everyone at the game, knowing the score helped them improve the fight, strategize, or cheer to improve the score. There is no doubt that Football is a ”social” game where the interactions of many can change the outcome. Now, let’s turn to business. One of our account executives in the UK frequently tells a story about one of our large insurance clients. The client installed wide screen displays in all of their offices — not to watch the latest football matches – but to keep score within their business so that every day they would know: How many transactions that day required processing How many transactions were in progress How many transactions had been completed How many transitions were at risk of being late These monitors were showing everyone “the score” of the day’s activities.The data reflecting the current state of the business was not shared by a select few, but by the masses. Having that information available helped motivate people to work not only faster, but smarter.If a deadline was at risk, the team huddled to figure out the best way to mitigate the delay. If the team was exceeding performance expectations, people could feel the buzz of excitement in the office. This is just one way business process performance metrics of our solutions are being used in a social sense to motivate actions and interactions.It is a simple example of how gamification is being introduced in the work place. This leads me to think about some of the great new social business process management (BPM) technologies OpenText is rolling out. Recent attendees at the OpenText BPM Summit last fall and those planning to attend our spring events (e.g., regional BPS Live! meetings and Gartner’s BPM Summit) saw or will see our new social server technology.This technology allows people to interact with one another in new,non-programmatic ways around a process and its outcome. The premise of the technology is simple in that “none of us is as smart as all of us.” Using the technology in the context of business process management will allow our clients to interact with their colleagues as well as partners,customers, or constituents to speed and improve the outcome of an effort. Coupling the social server technology with the performance metrics above moves us another step closer to bringing gamification concepts into our business process solutions. By knowing the score,participants will seek to improve the score. By seeking to improve thescore, participants will encourage the talent, experience and know-how of others to influence outcomes for their business.If you would like to read more about gamification entering the world of business applications, I encourage you to read the recent article in Forbes by Haydn Shaughnessy, called “The Day I Knew Gamification Would be a Winner.”

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Must-See Live Webinars for February

Submitted by: Process Matters Blogger on: February 7, 2012 Februarymight be the shortest month of the year, but that’s not holding usback. Our calendar this month is jam-packed with informative webinars ona variety of topics around business process management (BPM) andenterprise architecture (EA). Check out the list below to see what wehave to offer and be sure to register! Communicating in the Language of BusinessThursday, February 9, 201211:00AM-12:00PM EST It’sno secret that companies are looking to their enterprise architectureteams to increase business agility, cut costs, streamline operations andimprove customer service. In this webinar, Sandra Moran, Director,Product Marketing for OpenText BPS will illustrate how enterprisearchitects can leverage customizable business performance intelligencedashboards to better demonstrate to both business and IT leaders thedeeper value you can achieve from your EA investments. For more detailsand to register, click here. Financial Services Webinar Series: Paperless FundingWednesday, February 15, 201211:00AM-12:00PM EST Inthis 30 minute demo Brett Kovach, Senior Solution Consultant forOpenText BPS will show you how banks and major automotive and equipmentfinancing organizations improved their lease and loan origination withthree simple best practices for BPM. For more details and to register,click here. Unlock the Secrets of BPM ROI: Insightful Study from Forrester ResearchTuesday, February 21, 201211:00AM-12:00PM EST In the third installment of our Getting Started with BPM series, Clay Richardson, Senior Analyst, Forrester Research, Nathaniel Palmer,Editor-in-Chief of BPM.com, and Donna Tellam, BPM Solutions Director,User Experience Specialist, OpenText BPS will share proven strategiesfor BPM success. Learn from real-world examples of the challengesorganizations face with BPM and how they’ve managed to overcome them. Weencourage you to watch the first two installments, Practical Approach to Get Started with Process Improvement and Building the Right Team to Drive Process Improvement. For more details and to register, click here. New Matter Intake Meets the iPhoneWednesday, February 22, 201211:00AM-12:00PM EST Goneare the days of being chained to your desk! Today, law firms canleverage mobile BPM capabilities — on the go — to expedite criticalprocesses – such as new matter intake.Mobile BPM keeps processesmoving, regardless of the lawyer’s location. Join Keith Levin, LegalSales Manager for OpenText BPS and Kristian Uggla, Legal SolutionsEngineer for OpenText BPS, as they explain how OpenText’s new mobile BPMcapabilities can increase your agility and reduce your time to value.For more details and to register, click here. Ifyou can’t make it to one of these webinars, don’t worry! We’ll have therecording onDemand so that you can watch it whenever you have the time. You can access the recordings, here.

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Could Anyone Else Use an Extra $600,000?

Submitted by: Process Matters Blogger on: February 6, 2012 I am supplementing my Q&A series on the Value of EA & BPA with a wonderful article published on January 30th about one our customers, Chubb Insurance, written by Madeline Weiss, Society for Information Management’s Advanced Practices Council. Thereis nothing like a great story toillustrate some of the waysenterprise architecture initiatives are demonstrating value to thebusiness. I hope you’ll take a few minutes to read the article becauseit highlights some of the specific ways Chubb has organized its team aswell asthe company’s commitment to make architecture less about theprocess and more about adding value to actual business. The result? A comprehensive partnership between IT and the lines of business that supports more effective decision making; Faster time to market; The ability to leverage sharable components, practices, technologies, and process across their federated organization. Throughthis process they achieved real savings – like the $600,000 in 2010just by identifying and then redistributing unused software licenses. Notcovered in this story is Chubb’s use of both enterprise architecturetools and business process management technology to support theoperationalization of the gaps in business performance that can beautomated and improved with business process management. You can readmore about EA and BPM working together by downloading this Gartner Whitepaper. I’llbe back soon with more on the how the evolution of EA and BPA areimpacting the tools provided to address the needs of architects.

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Submitted by: Process Matters Blogger on: January 25, 2012 TodayI’m continuing my Q&A series on frequent questions asked aboutenterprise architecture and business process analysis tools. Over thepast few months there has been a lot of chatter around the future of EAand BPA. Here’s another installment on the future of this market and thebest way to leverage these tools to drive positive change in yourorganization. Question: Where do you think this market is going? Do you see other tools coming into play? Answer:If EA initiatives are successful, you can think of their output as aroad map for where to focus resources and energy to close the gapsbetween your organization’s strategy and its ability to execute towardthose strategic goals. The natural extension to EA is to take thoseinitiatives and operationalize them. In other words, take the EAconcepts and turn them into project plans that organizational leadersdrive into their teams. For some, these initiatives may requireorganizational change, reallocation of resources, or business processimprovements and system integration through tools like business processmanagement (BPM). An organization that learns to leverage thesynergy between EA and BPM will be able to more effectively prioritizeprojects based on this higher level context for change and therefore,identify which projects have the greatest ability to help theorganization execute against its strategy. BPM projects funded withoutthe strategic context EA provides may have an incremental impact to thebusiness. However, this approach fails to provideexecutives with theperspective they need to make more informed decisions about whereinvestments should be made based ontheir relative impact againststrategic goals. Even with BPM’s extraordinary ROI, some projectshave significantly more value than others. As I have yet to meet acompany with unlimited resources, enabling your company to makedecisions that focus the resources you have on the projects that havethe greatest impact to your goals is extremely valuable. Companies whocombine EA and BPM technologies are in a better position to close thegap between strategy and execution by focusing on initiatives thatmatter and seeing to their rapid operationalization.If you’re stillnot convinced, I encourage you to read Gartner’s recent report, “Make EA and BPM Work Together to Deliver Business Value.” Where do you think this market is going? Feel free to leave comments below and we’ll discuss!

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