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Archive for the ‘Human Process Management’ Category

In-Situ Process Discovery

Friday, May 8th, 2009

I was thinking the other day about why it is so hard discover how existing business process actually work.  Well, to be honest there are lots of reasons - butI think there is one that overshadows the rest - because in most cases discovering how the process actually executes is like detective work - after the fact you need to start interviewing possible participants and piece together the story from a set of connected facts. Slowly over time, just like a detective, the real picture unveils itself and can be understood and analyzed. This is hard, painstaking work - as any CSI aficionado can tell you.

Now what if you had a reliable eye-witness, one that actually saw most of what happened? Well in that case everything changes. CSI wouldn’t be a very interesting show if all they had to do is to walk up to Joe (a trained eye-witness) and asked “Hey Joe, What happened?” - of course that doesn’t completely solve the problem (e.g. understanding motive, filling in any missing pieces not visible to the witness) - but it makes everything much, much easier.

The same is true for process discovery - if you have a faithful eye-witness view of how the process works today - much of the pain in process discovery would be removed. That is what I call in-situ process discovery. I think we’ll start seeing a lot more interest in this type of discovery in the BPM space.

Process vs Innovation?

Thursday, March 19th, 2009

I was reading an interesting discussion on a BPM forum about whether innovation is a odds with process. If you understand process to be a rigidly structured, unchanged prescription of how work gets done, then there certainly is truth to that. The main task of those types of processes is to make sure work is standardized, and done the same way. Innovation is frowned upon.

On the other hand if you think of process as including ad-hoc and unstructured business processes - then processes actually help with innovation. If you can gain understanding of how things actually get done  (as opposed to how they are supposed to happen) - then you can use that insight to generate innovation.

Take any structured process (e.g. CRM), and look at the work it generates outside of the system (for example via email). Sometimes the work is really an odd ball one off. But in other cases (especially if it repeats itself) it may be an indication of a new unfufilled need, or a change in the environment that should be handled. Exactly the kind of input you need to create useful innovation.

I think companies are loosing a lot of potential innovation by not capturing and analyzing the exceptions to their main stream processes - I think they would be surprised by what they learn.

Unstructured, Semi-Structured and Structured Processes

Sunday, February 15th, 2009

I was thinking about a comment from Dennis Byron where he asks (and answers) “Are there ten times as many unstructured processes in the world as structured processes just as there is ten times as much unstructured data as structured data?”

So I thought I’d try to take this analogy a bit further. Before I do that I’ll define business process using a modified wikipedia definition: “A business process or business method is a collection of related activities or tasks that produce a specific service or product (serve a particular goal) for a particular customer or customers.” Wikipedia actually used the term “structured activity” - but I don’t understand what that means, so I left it out. So now on to the different types of processes:

  • Unstructured processes - every instance of the process can be different from another based on the environment, the content and the skills of the people involved. These are always human processes. These processes may have a framework or guideline driving the process, but only as a recommendation.
  • Structured processes - a rigorously defined process with an end-to-end model, that takes into account all the process instance permutations. No process instance can stray from process model, Just like structured data - there is a specific data model associated with the data - and the data cannot stray from that model - and if it does, the data is invalid.
  • Semi-structured processes - these are processes in which a portion of the process is structured, and sometimes unstructured processes are invoked (during exceptions, or when the model doesn’t hold).

While thinking that through I came to conclusion that, as opposed to data, there really is no such thing as a true structured business process once you get people involved (and most business processes require people sooner or later). If you really want an end-to-end model of a business process that works - the best you can hope for is a semi-structured process.

Turning an Organization’s Practical Intelligence into Explicit Knowledge

Tuesday, December 30th, 2008

There are three ways to create a system to automate and streamline an exisiting process in an organization.  Two are the common methods used by most organizations today -  the first is by using a standard, packaged application that implement the process, and the second is through BPM modelling and implementation tools.

The first (which is easiest technically, but hardest organizationally) is to replace the existing process with a packaged application that implements the process (e.g. a CRM system) and use that as the basis for replacement process. The best way to do this is to be willing to adopt to a version of the standard process that is supported by the application and keep customizations to a minimum - otherwise the cost in both time and resources can be overwhelming (and the possibility of failure is a distinct possibility). Of course, this method only works for well defined standard process, and for organizations willing to change their processes to suit the system.

A second way is to try and capture the practical intelligence and tacit knowledge of the people participating in a process and create an explicit model of the process - and then to optimize that model. The model becomes the basis for building a speciality application to manage that process. A BPM system is the preferable way to do this since it makes the implementation of the process easier and more standard from an IT perspective. A BPM systems also tends to make the distance between the model and the implementation less then if the application was created not using a BPM platform.This method only works for processes where it is justified (and possible) to create an exhaustive model of the process, allowing the IT department the detailed requirements it needs to implement the process.  In this method the discovery and modeling phase is of crticial importance - get that wrong and no one will use the application. The goal of the discovery and modelling process is to leverage people with strong analytical intelligence skills to take an organization’s tacit knowledge of the process and turn it into explicit knowledge that can be articulated and programmed. This is a relatively long and difficult requirements process - and if it isn’t done right no one will use the resulting application. This works only for processes that are common enough to justify the expense (of discovery, modelling and implementation), and that can be rigorously defined using analytical techniques. 

ActionBase’s HPM provides a third possibility - appropriate for both processes that can’t justify the expense of a full blown BPM implementation (or just can’t wait), and as a way to gain insight into the practical intelligence and tacit knowledge of an organization - without embarking on wide spread, never ending process discovery and modelling. By using ActionDocs and ActionMail as simple proxies for an existing email and document based process - a system for managing any human process can easily be set up. It doesn’t need to be complete, the process can easily evolve through usage. If someone was left out of the process they can easily be added by sending them an ActionMail, and if a document was overlooked it can easily be added as an attachment.  So almost immediately the organization gets all the benefits of a managed process that evolves as the process is used.

Over time, a standard core of the process may evolve and it’s model can be seen using ActionBase’s server. The organization can then decide to implement the process using method 2 (with the expensive discovery and process steps already complete), or leave the ActionBase process.

I’ll discuss more about this “third way” methodology in following posts.

Human Process Management is the Key to Driving Higher BPM Business Value

Monday, November 10th, 2008

I was reading the latest Forrester BPM report on eBizQ and found it to be quite an interesting  read - especially for the endorsement it seemed to give human process management as a required extension to BPM - without actually naming it as such. That was my only quarrel with the authors - they expect BPM suites to be extended to handle unstructured, ad-hoc, chaotic (their term) human processes. That makes it sound like handling those types of process is just a small feature of an BPMS, a small extension that BPM suites should add. In my experience that isn’t the case - building an system to manage these types of human processes is  no trivial task, and don’t expect BPM vendors to be able to do it - it just requires a different type of thinking -especially since to get people to adopt it you need to unseat an entrenched “competitor” - email.  Here are some of the quotes that relate directly to human process management:

  • in real life, processes change all the time; in fact, our interviews consistently show that processes never stop changing

  • The outcome of a discounting decision may be captured in the BPMS by integrating or embedding a business rules engine, but the way the decision was made — the reason for the discount — is often recorded in an obscure email thread, if at all.”

  • “But many real-world, people intensive processes are so rife with exceptions that it’s impossible to model all the permutations in a traditional process modeling tool. These ad hoc, chaotic processes are difficult to support even using today’s BPMS tools”

OK -so even for the most structured processes in an organization - the ones that have actually been implemented via a BPMS - even those processes are constantly in flux - which means that almost always the users are going to need to morph and change the process before the IT department can reprogram system - no matter how good the tools are. So how is this actually handled in the real world? - no surprise here, it is done via email. These above quotes from the paper make it clear that no matter how well designed the process implementation is - it can’t anticipate every nuance of the process, or every new context - there will always be the need for a tool that allows end users the flexibility to handle the ever changing requirements and demands of real life business processes without IT involvement - while still allowing for management, monitoring and optimizing. Email provides the flexibility, and HPMS built on top of email - provides the rest. If not - BPM initiatives will bring only limited business value.

So in short - even for companies embarking on enterprise BPMS - remember H comes shortly after B, and you’ll need a good HPMS to round out your BPMS.

Models and Pasta

Sunday, November 2nd, 2008

I was reading various posts about modeling (in the BPMN sense) and it seems to me that many of them are confusing the ability to use modeling tools to codify requirements, and the use of modeling tools to actually generate the code needed to execute the process. 

I remember that we started thinking about model driven development over 10 years ago at IBM Research. If you could only let the business analyst model the process - and then generate the actual executable from that model - what a jump in productivity and agility. It was even worked with various toy examples. The difficulty is that designing a detailed enough model of a process to generate an actual executable program required the same effort (if not more) and the same set of skills that you needed to develop the program to implement the process.  So in reality the model became a spec or requirements doc for the developers. You could imagine these models being a good way to implement agile programming for BPM - where the analysts and developers use those tools as part of an iterative development process - but alas most of their usage is closer to waterfall development than iterative development.

Take a look at the  real life BPEL diagram shown in the drool’s blog - it made the process description the worst kind of unmanagable spaghetti. Even with all the complexity shown, it isn’t even close to the most complex business process you can find out there - whether it is a human process or a business process.

So are BPMN and BPEL a step forward or backward in enterprise application development? I think they are a good way to collect initial, high-level requirements (BPMN) and as a machine readable, system independent language for business models (BPEL). Lets not fool ourselves though, as with any tool for collecting requirements - it ends being a recommendation to the developers - not a production code generator. That is unless you limit the process domain being modeled to processes that consist of a small set of simple, well-defined, recurring, easily tailorable task templates - with relatively simple control flow logic between the tasks.

Individualized Behaviors, Social Dynamics and Collaboration

Sunday, October 19th, 2008

I was reading an article on Gartner’s “four disruptions that will transform the software industry“. While I was reading it occured to me that three of the four disruptors have the same core - there is a new type of user out there, and they are becoming more vocal about having more control over the tools and applications they use. As John and Claire-Marie Karat wrote in our article ”Affordances, Motivation and the Design of User Interfaces” - “There is a paradox in human behavior that is valuable for designers of applications to keep in mind: Everyone wants to be in control, but nobody wants to be controlled.” This basic truth is driving the “Rise in New Technologies and Convergence of Existing Technologies” disruptor especially around SOA, device portability and mashups. It is also driving the other two disruptors “Change in Software User and Support Demographics” and “Revolutionary Changes in Software and How it is Consumed”.

I think that everyting Gartner says is true - but it isn’t that futuristic - just extrapolating from the trends we are seeing now in early adopters. As William Gibson wrote “The future is already here, it’s just not evenly distributed”.  What I think they are missing is that software is going to have to evolve to support a new type of work, not just a new type of worker. Most of todays packaged apps are around to support the highly strutured processes of the “old enterprise”- and I put BPM tools in that bucket. The next generation of enterprise software is going to have to provide much better support for knowledge work processes. Lotus Notes, MS SharePoint and Wikis are a start in providing support for collaboration - but not for the tacit interaction (or human processes) - which include individualized behaviour and social dynamics. Enterprises are going to need tools for the 80% of human centric business processes that are currently handled through ad-hoc use of email and documents - a Human Process Management System. As you know from my previous posts HPMS’ will be extensions of the way people use email and documents today as their basic framework for tacit interactions (or human processes) with a focus on traceability and flexibility rather than control.
 

Human Process Management and Exception Handling

Thursday, October 16th, 2008

I read an interesting blog post by Ross Mayfield today on email overload. It mentioned something that  I have been thinking about for a while - handling exceptions in structured processes (especially B2B). It had an interesting pointer to John Seely Brown and John Hagel’s book The Only Sustainable Edge that most employee time is not spent executing process, but handling exceptions to process. That meshes well with other things I have read and seen from experience.

The key point for me is that as process automation (through BPM and other applications) becomes more pervasive for standard processes, mechanisms to support human handling of exceptions will become more and more important (since that is where employees spend their time) - which means Human Process Management will come to the forefront.

More on Naming HPM

Tuesday, September 23rd, 2008

I read some some articles on “Dynamic BPM”, one by Scott Byrnes of HandySoft (http://www.dmreview.com/dmdirect/20070323/1079086-1.html) and a newer take on the same theme by Ian Louw from PNMSoft (http://bpmfundamentals.wordpress.com/2008/09/16/information-overload-making-a-case-for-dynamic-bpm/) and thought that perhaps Dynamic BPM could be a possible candidate for a name instead of HPM. So I did a quick search of Dynamic BPM and came back with a blog post by Sandy Kemsley (http://www.column2.com/2008/09/gartner-bpm-dynamic-bpm/) which points to Gartner’s use of Dynamic BPM as a way to descibe the addition of external rules to a BPMS - a very different take on things than the other usage (which focused on email overload).  That brought home something that I suspected - any name that uses a prefix to “BPM” will be considered just an additional feature to BPM - and I believe that HPM is a fundamentally different (though complementary) category.  It isn’t that I don’t think external rules will be a valuable addition to BPM toolkits, it is just that they won’t solve the problem of ad-hoc, evolving, human intensive business processes now being managed through meetings, documents and emails. I think managing those types of processes will require something very different than what is available in today’s mainstream BPMS.

Dynamic Business Applications and HPM

Saturday, September 20th, 2008

I was reading a Forrester report “The Emerging Technology Trends that CIOs Should Care About“  and was struck by what they call “Dynamic Business Applications”  where they claim that “Most business applications are too inflexible to keep pace with the businesses they support, as they force people to figure out how to map isolated pools of information and functions to their tasks and processes, and they force IT pros to spend too much budget to keep up with evolving markets, policies, regulations, and business models.” I couldn’t agree more, especially since they break this out separately from BPM.

This is especially relevant for the fluid environment needed for the kind of work done by knowledge workers, especially for ad-hoc processes or exception handling. This type of work needs a new paradigm where the ad-hoc, human way people actually handle most process needs to be the guiding mechanism. Knowledge workers use an implicit process framework that they use for their tasks, but almost every instance is some sort of exception. I think this one reason the use of email is so pervasively used by knowledge workers for their processes. This very different from the structured processes that are handled by BPM - and we’ll need a new paradigm for it. I have started to use the term Human Process Management - but I am not sure that is the best name for those ”process frameworks (usually handled via email and meetings) for ad-hoc “unstructured” human centric processes.