Comments on: More on Human Process Management http://exeedtechnology.com/more-on-human-process-management Fri, 30 Jul 2010 16:14:33 +0000 http://wordpress.org/?v=2.7.1 hourly 1 By: Jacob Ukelson http://exeedtechnology.com/more-on-human-process-management/comment-page-1#comment-758 Jacob Ukelson Sun, 31 Aug 2008 09:21:24 +0000 http://exeedtechnology.com/more-on-human-process-management#comment-758 Hi Israel, I think that using chat software is a useful bridge if you can solve the problem synchronously - it lets you solve the problem right away (almost as if the person was in the chair next to you). A lot of processes don't lend themselves to that type of immediate resolution - so people resort to email. The other "problem" with that type of interaction is that from the business perspective - they have no way to log or relate those two separate interactions (CRM+IM) - so no real 'system of record" is created - unless the rep is amazingly good at documentation... I liked Luis' video - but for me it points out the difficulties in getting the web 2.0 type tools used in the enterprise - most of his talk is about methodology and best practices - not technology. People will need to change the way they work for those technologies to replace email -and I just don't see that happening. I think that over time Wikis and such will be another tool used, but email (with all its warts) is here to stay... Hi Israel,
I think that using chat software is a useful bridge if you can solve the problem synchronously - it lets you solve the problem right away (almost as if the person was in the chair next to you). A lot of processes don’t lend themselves to that type of immediate resolution - so people resort to email. The other “problem” with that type of interaction is that from the business perspective - they have no way to log or relate those two separate interactions (CRM+IM) - so no real ’system of record” is created - unless the rep is amazingly good at documentation…

I liked Luis’ video - but for me it points out the difficulties in getting the web 2.0 type tools used in the enterprise - most of his talk is about methodology and best practices - not technology. People will need to change the way they work for those technologies to replace email -and I just don’t see that happening. I think that over time Wikis and such will be another tool used, but email (with all its warts) is here to stay…

]]> By: Israel Blechman http://exeedtechnology.com/more-on-human-process-management/comment-page-1#comment-757 Israel Blechman Thu, 28 Aug 2008 16:54:31 +0000 http://exeedtechnology.com/more-on-human-process-management#comment-757 Hi Jacob, Long time since my last comment (even though I am a devoted reader). Your post reminded me an IBM demo I saw about a year ago illustrating a bank teller's portal combining a business process (of opening a bank account) with a human interaction portlet accompanying to it. This way a teller can start a chat with peers and ask for their advice when reaching a BPM deadend instead of using e-mail. Do you consider it a decent bridge over the BPM and Humen Process gap? I would also like to hear your opinion about Luis Suarez' "thinking out of the inbox" experiment: http://it.toolbox.com/blogs/elsua/see-the-light-thinking-outside-the-inbox-the-video-26899 Israel Hi Jacob,

Long time since my last comment (even though I am a devoted reader).

Your post reminded me an IBM demo I saw about a year ago illustrating a bank teller’s portal combining a business process (of opening a bank account) with a human interaction portlet accompanying to it. This way a teller can start a chat with peers and ask for their advice when reaching a BPM deadend instead of using e-mail.

Do you consider it a decent bridge over the BPM and Humen Process gap?

I would also like to hear your opinion about Luis Suarez’ “thinking out of the inbox” experiment: http://it.toolbox.com/blogs/elsua/see-the-light-thinking-outside-the-inbox-the-video-26899

Israel

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