Using Business Process Management

Key Thoughts:

Computerization of current processes is not enough. Have we created new silos? I quote "Rather than relying on individual knowledge to make sure things get done, we can rely on an automated, documented process to get things done." Jazz Tobaccowalla, VP of IS, Wyeth

Summary:

As an organization that prioritize on investment in technology and system, digitization of processes is taking place in every aspect of the organization or soon will be. Obviously no organization, no matter how digitize they want to be, can have enough resources to tackle every automation or computerization software in one go. The best practice is to practice portfolio management for IT projects. So how do you decide? The key is to evaluate each IT project as a business process improvement, not a technology adoption for its own sake. 'They are driven by a business mandate, either born out of a regulatory requirement or an internal need.'

Good BPM software (article featured Metastorm BPM Suite) helps 'orchestrate processes that cross multiple computer systems, taking advantage of Web services and other integration technologies to route transactions from one system to the next.

The implementation of BPM mapping also help identify manual roadblocks. BPM software can help facilitate by 'providing e-mail notifications and reminders, in combination with Web-based forms, to prompt workers to perform those tasks and keep things moving'.

BPM is also helping Wyeth improve the efficiency of routine administrative processes. Wyeth can introduce business rules to initiate the workflow for seeking approval for payments. "The value is in the process consistency." "Rather than relying on individual knowledge to make sure things get done, we can rely on an automated, documented process to get things done" Jazz Tobaccowalla. "It gives us a consistent way of doing things and a way to capture knowledge--everything that we can lose when people leave or people forget."

Previously Wyeth IS team was focused on siloed, transaction system, and spend little time on what processes were valuable to the company. For example, "the BPM system can include process-monitoring rules that detect when a required approval is taking too long--perhaps because the responsible person is out sick--and notify another manager."

My comments:

We have looked at many different system doing different things, but BPM certainly fills a gap. It's not even in our list of IT projects in the medium term. Yet what the article is saying is something we need to address.

Follow up actions:

- To check out Metastorm and bring this up to the next Information Management Steering Committee.

Reference: Prescription for Success by David F. Carr, MISAsia, August 2008, page 16-18.