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My keynote presentation at the BPM 2011 conference in Clermont-Ferrand, France.
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Sandy Kemsley l www.column2.com l @skemsley
The Changing Natureof Work
From Structured to Unstructured
From Controlled to Social
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What I Do
Implement BPM75%
Industry Analyst24%
Researcher Wannabe
1%
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Why I’m Here
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Agenda The opposing camps of BPM The spectrum and dimensions of work Areas for study
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The Extremes Of Work
Routine Wor
k
Knowledge
Work
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Goals Of Work Types
Routine Work Efficiency Accuracy Process improvement Automation
“Classic” BPM
Knowledge Work Flexibility Assist human knowledge
work Collect artifacts
Adaptive Case Management (ACM)
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Characterizing The Extremes
Routine Work A priori process model Controlled participation Automatable, especially
with service integration, rules and events
Knowledge Work No a priori model Collaboration on demand Little automation, but
guided by rules and events
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The Structured/Unstructured Debate
If you can’t
model it up front, you just
don’t understa
nd the process
Exceptions are
the new normal: every
process is
different
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But It’s Not That Simple
Structured Work Some process are that
repeatable, especially automated processes
Ad hoc process exceptions already exist, they’re just off the grid
Unstructured Work Some processes have
sufficient variability that modelling is inefficient
Instrumentation of unstructured processes provides value
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A Spectrum Of Structure
Structured• e.g., automated
regulatory process
Structured with ad hoc exceptions
• e.g., financial back-office transactions
Unstructured with pre-defined fragments
• e.g., insurance claims
Unstructured• e.g., investigations
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Dimensions Of Work Structured to unstructured Controlled to collaborative Internal to external
participation
Not strictly orthogonal
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Collaboration
Structure
ExternalSocialization
Unsolved Problems:Modelling
Hybrid models Structured and unstructured work Harness for simple/complex unstructured work
Migrating from unstructured to structured Process mining and discovery Detect repeatable fragments
Migrating from structured to unstructured Exception path analysis Detect highly-variable process sections
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Unsolved Problems:Runtime User Interface
Business UI paradigm for dynamic process creation Integration of rules and events Suggestion/inclusion of process fragments
Business UI paradigm for collaboration Within organization on controlled platform External socialization on social media platforms
Guiding user interaction with rules
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Unsolved Problems:Management
Visualization of unstructured work Relative to business goals Inclusion of rules and events
Impact of organizational culture Skills and responsibilities of business users Roles changes for business and IT Dynamism within a controlled environment
Governance of unstructured, collaborative and externally social processes
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Summary
Work can rangefrom structured and controlledto dynamic and collaborative,
including everything in between.
Deal with it.
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With Thanks To My Collaborator (@phoebe_cat)
Questions?
Sandy Kemsley
Kemsley Design Ltd.
email: sandy@kemsleydesign.com
blog: www.column2.com
twitter: @skemsley
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