How to make Business Process Management (BPM) work in practice Prepared for the 3rd SA CIO Summit by Dr. Ilia Bider, Director R&D IbisSoft

BPM today Prerequisites exist –Advanced computer technology –High level of availability for businesses as well as for private use –An extensive theoretical research in the BPM field –A number of BPM support systems on the market Limited penetration into operational practice: the breakthrough not yet achieved

What keeps the breakthrough off? We have not changed our working habits We do not fully utilize the possibilities computers offer us We achieve efficiency in specific functions but not in dealing with the overall processes We solve some old problems but create new ones instead

Example A mess is a mess

What is needed – new information logistics Robots would be ineffective without a conveyor belt Humans are not robots!

Start with the goal: Lean and efficient administration From:

What is the solution? Multi-case/desk/worker environment

New information logistics – interplay of Just-in-Time principles (JiT) JiT-information: Do not move information around – move the user to it JiT- human resources: Assign resources on the fly JiT- knowledge: Provide the user with the relevant knowledge when he/she needs it

What we need to implement new information logistics A theory that explains and formalizes the JiT-principles “There is nothing so practical as good theory” A business process support system To enable the implementation of JiT-principles Organizational change To ensure a comprehensive use of the system

Where to look for the right kind of theory? Where it already works – in the domain of physical processes control

Can we apply the theory of physical processes control to business processes?

The answer is: yes!

Business processes support – when we have a good theory Building a BPS system is a matter of programming techniques and we do not lack them

learn how to use your BPS system in your operational environment get rid of old habits “Old habits die hard” acquire the new ones by using your new system in all situations To achieve it you have to: Organizational change is more difficult

Not only a BPS system should be aligned to processes but people as well

Synchronization Business - BPS WHYWHENHOW Motivation System use Culture Experience of previous introductions Communicate needs Communicate vision Plan for early benefits Link benefits to system introduction Gradually increase scope Structures for training/help- desk/support Reward system Synchronize Constantly adjust goals Training Project plan Project organisation Tools Parameters Actions Introducing BPS into operational practice: a Why-When-How model

Introduction of BPM in operational practice There are multiple choices - the decision is yours! Common way Optimal way Realistic way

Consultancy focused on introduction of BP into the operational practice + Research laboratory backed by various governmental agencies IbisSoft-experience What is this all based on?

Thank you for your attention ! Dr. Ilia Bider, IbisSoft