The last post on “Get Started with Mobile BPM” covered how to identify new projects for mobile applications development. Stakeholders can assess project complexity and prioritize projects that would bring high value to the organization by listing and weighing: key user groups, core processes, quantitative metrics, and key performance indicators.

 
This and the following posts in the series will highlight a few mobile use cases across industries. We will surface key challenges in traditional processes and work methodologies. Than share opportunities to transform work and the business. Lastly, highlight benefits to the organization with Appian’s worksocial approach through a customer case study.
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Tags: , BPM, bpms, mobile apps, mobile BPM

The number of emails, documents, files, and content we come across seems to grow every day. Today’s knowledge workers need a way to organize, search, and access information quickly and easily. The ability to gather data and insight enables productivity, better and faster client service, higher job satisfaction, and more revenue for the company. Furthermore, following standard processes, having the flexibility to make changes and accommodate exceptions, and being able to collaborate are requirements for a modern, agile workplace with consistency and quality

 
Skilled workers like lawyers, doctors, nurses, case workers, recruiters, account managers, and executives are examples of today’s knowledge workers who need access to information to provide quality service. They need to easily find all the documents, correspondence, and key information on clients, patients, prospects, partners, or accounts to make critical decisions, take actions, and accomplish business goals. More »

Tags: , BPM, BPM software, Cloud BPM, enterprise social software, Social BPM, Social Business Software, worksocial

The Federal Bureau of Investigation launched its new case management system, called Sentinel, last month. Sentinel moves the agency off of paper files and into the 21st Century world of electronically stored and shared case information. This should be good news – and it is, to a degree. Sentinel will make it easier for agency agents to do their jobs, track vital case information, and share that information with other law enforcement and national defense organizations.

Now here’s the bad news (and it’s really bad): The system took a total of 12 years and more than $600 million to complete. These numbers, reported in the Wall Street Journal, include the more than three years and roughly $170 million spent on an earlier digital project called Trilogy that never produced a useable case management system.

What an outrageous waste of time and taxpayer dollars! We the People deserve better, plain and simple. And the fact is, we could have better – better government agency performance supported by better government IT, delivered more quickly and at a fraction of the cost of traditional development approaches – if more agency IT teams would embrace business process management software. The most forward-thinking agencies have already paved the way and proved the value.

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Tags: , application development, BPM for Government, Case Management, Government 2.0, mobile BPM, Social BPM

Forrester analyst Craig Le Clair has published an excellent report called “Stuck In Cement: When Packaged Apps Create Barriers To Innovation.” In his related blog post, he frets that “concrete” is the more apt, but less poetic analogy. Based on the research findings, I suggest “Packaged Apps Are the Concrete Shoes Pulling Business Down.” That’s how dire a picture Craig paints, but he offers a ray of hope by positing that BPM Software is the answer.

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Tags: , application development, BPM software, Enterprise Resource Planning, Forrester, mobile BPM, Social, Social BPM

Discussions around customer service strategies have shifted from “customer management” to “customer engagement.” A recent piece in InformationWeek on  “Seven Ways IT Can Improve Customer Service” highlights this shift. The article, by Forrester Research senior analyst Kate Leggett, pays a lot of attention to process improvement and process consistency. Kate is a leading expert on customer service strategies, and a member of Forrester’s Business Process team, so this comes as no surprise. What is a little surprising is that she didn’t call out Mobile BPM and Social BPM more directly in her analysis. These components of Appian’s BPM software are playing a huge roll in the strategies our customers are rolling out to engage with their customers.

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Tags: , Business Process Management, customer experience, Forrester, Informationweek, mobile BPM, Social, Social BPM

It’s always great to see Appian software being used to support a great cause.  The latest implementation of Appian in this direction will be at the National Council for Family Affairs in Jordan to support a case management solution for tracking domestic violence cases in Jordan.  This is a important initiative for the Queen of Jordan to ensure a better life for the families of Jordan.

A few days ago, His Majesty King Abdullah II and Her Majesty Queen Rania Al Abdullah personally met with the Board of Trustees of the National Council for Family Affairs regarding the initiative and to review a presentation of the Appian software prepared by Mohammad Abusinnah (Appian’s Program Manager for the Middle East) and software engineers from SSS Process, a subsidiary of SSS IT, Appian’s strategic business partner in KSA and Jordan.  The image below is of His and Her Majesty at the review meeting.

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BPTrends has just published a great thought-piece from Macedon Consulting, Inc. founder Austin Rosenfeld. Austin examines BPM Software in the context of the continuum of structured to unstructured processes that we see in real-world business. For example, manufacturing processes focus on high repeatability in order to produce millions of identical widgets. These processes are highly structured, with every step – including possible exceptions – mapped out in a BPMN process diagram. At the other end of the spectrum, Austin describes the process scenario for a hotel concierge. This tends to be a very loosely structured stream of independent requests across a relatively unconstrained domain of content, and requiring a high – but unpredictable – level of consultative knowledge work.

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Tags: , Business Process Management, Case Management, Social, Social BPM, unstrucutred processes

Several of Forrester Research’s leading thinkers on BPM, BPM software, application development and the customer experience participated in a roundtable discussion on empowering customers through business process transformation. Connie Moore has posted an excerpt of the discussion on her Forrester blog. It is a thought-provoking read that talks about the future of enterprise applications, the demand for more flexible and process-centric solutions, and the mobile, cloud and social “game-changers.” You can also get a free copy of Forrester’s “Empower Customers By Transforming Business Processes” report via a link on Connie’s post.

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Tags: , BPM in the Cloud, customer experience, Forrester, mobile BPM, Social, Social BPM

The reason there’s so much discussion of mobile BPM on this blog is because Appian is the only vendor delivering full-function, native mobile BPM applications for iPhone, iPad, iPod Touch, RIM Blackberry and Google Android devices. Our focus on enterprise mobility, and our ability to bring it to market more quickly than anyone else, is further proof of our innovation leadership in the industry.

And guess what? Our mobile BPM just got even better.

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Tags: , Appian 6, Business Process Management, mobile BPM

Last year, I blogged about our customer Pinnacle People, and how they are using Appian for BPM-based case management to help unemployed people in the U.K. get back to work. Pinnacle People will be presenting their case study as part of the IRM Business Process Management Conference Europe 2011, June 9-10 in London.

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Tags: , Appian, Army Knowledge Online, BPM for Case Management, Business Process Management, Case Management