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.