TweetThe last session of the day at Forrester Business Process Forum (and the last for me, since I’m headed home tonight) is Alexander Peters on increasing business value from customer-centric business processes. Looking at a case study from the energy trading and retail sector, he described how the speed of change requires new ways of [...]
Tagged BPF11TweetNick Deacon of Nokia Siemens Networks (they do the mobile networks for 65M users, not the phones) gave a presentation on empowering the customer through process improvement and BPM. With the recent acquisition of Motorola networks, they have almost 80,000 employees in 150 countries, with over half of their employees in service areas. Telecom is [...]
Tagged BPF11TweetHosted by Global 360 (now Open Text), Tim Burns of Citigroup Fund Services discussed their customer-centric dynamic case management. As the fund services end of the business, performing transfer agency, trust accounting and fund accounting services, their customers are not end-consumers, but rather fund companies for whom they provide those services. That means that the [...]
Tagged BPF11TweetI left Progress Revolution behind and headed across town to Forrester’s Business Process Forum for the day, where we’re seeing a strong focus on improving customer experience instead of just improving business processes. In line with that, Bill Band, who covers CRM for Forrester, presented on how business process professionals can help deliver breakthrough customer [...]
Tagged BPF11TweetClay Richardson and Dave West (definitely the two snappiest dressers at Forrester) opened the second day of the Forrester Business Process and Application Delivery Forum with a keynote on thriving in a process-driven world by shifting both your business and IT culture. These shifts are hard work and fraught with risk, but necessary in order [...]
Tagged BPF10TweetThere was nothing that could have entice me to attend the Lean Six Sigma presentation this late in the afternoon, so instead I opted for the public sector track (which is not really my area of interest) for a discussion on dynamic case management (which is my area of interest) by Craig LeClair. Government workers [...]
Tagged BPF10TweetConnie Moore (or “Reverend Connie” as we now think of her ) gave a session this afternoon on process skills at multiple levels within your organization, and how entire new process-centric career paths are emerging. Process expertise isn’t necessarily something that can be quickly learned and overlaid on existing knowledge; it requires a certain set [...]
Tagged BPF10TweetI missed Phil’s keynote at BPM 2010 in Hoboken a few weeks ago (although Keith Swenson very capably blogged it), so I was glad to be able to catch it here at the Forrester BP&AD forum. His verdict: the next decade of BPM will be social, visible and turbulent. Over the past 40-50 years, the [...]
Tagged BPF10TweetAlex Peters and Derek Miers presented in the business process track with a session on BPM as the new language of IT to business technology. Forrester has been pushing the phrase “business technology” instead of “information technology” for the past year or so, and it was funny this morning to hear John Rymer say that [...]
Tagged BPF10TweetDarrell Fernandes, SVP of advisory solutions technology at Fidelity Investments, finished up the morning at Forrester’s BP&AD Forum with a discussion of their IT transformation: how they changed their software delivery process to become more like a software product company. They created “fences” around their projects in terms of centers of excellence and project management [...]
Tagged BPF10TweetAfter a somewhat lengthy introduction by Marie Wieck from IBM’s middleware group, Rick Goldgar, CTO of the Texas Education Agency, talked about their process transformation. This was mostly about good software development practices – componentize, use a shared bus, agile methods, providing tools that empower the users to create their own solutions – but also [...]
Tagged BPF10TweetKenny Klepper, president and COO of Medco, gave the second keynote at the Forrester BP&AD Forum today on their business transformation. I saw him speak at PegaWorld earlier this year (and Pega even published the video), so this was a good update on what they’re doing – check out those reference for background on Medco [...]
Tagged BPF10TweetI’m in DC at the Forrest Business Process and Application Delivery Forum – always a good conference in my experience – and Connie Moore opened the event with the morning keynote on business transformation and IT transformation. She showed some really great imagery about agility: a video clip of running water to represent where we [...]
Tagged BPF10TweetYou know that you’re getting near the end of a conference when the number of people on the panel is almost as many as the number in the audience. The last session of the day is a breakout, and I attended a panel with Craig Le Clair, Chip Gliedman and a third analyst (George) who [...]
TweetJames Kobielus and Natalie Petouhoff presented at a breakout session on social media as a method for gaining visibility into your customer service processes: customers will react on social media channels such as Twitter, Facebook, review and community sites, and blogs if they have either a good or bad customer service experience. I’m not sure [...]
TweetDan Carmel from SpringCM gave the second keynote today, focused on his premise that SaaS = Lean. Although I would agree that many SaaS applications are Lean from a customer’s standpoint, that’s not true with all of them. Yes, using SaaS applications potentially has a much leaner footprint for a customer since there is no [...]
TweetAfter an intro by Mike Gilpin, Clay Richardson gave the first keynote of the second day, focused on Lean process improvement. We were visited by the ghost of BPM past being Michael Hammer and business process reengineering, focused on mass production but forgetting the people; essentially, it became a euphemism for downsizing. The ghost of [...]
TweetJim Haney, CIO of Harley-Davidson, presented on how they’re taking the Lean principles that they already use in manufacturing, and applying to their IT operations. They’re obviously focused on their customers: he started with a picture of a grey-bearded biker in bandana and shades, and pointed out that they do everything for him. However, it [...]
TweetFor the last breakout of the day before the final keynote, I attended Mike Gualtieri’s session on designing customer-facing user interfaces. He started with the idea that application developers have to be involved in user experience design, and not just leave it to the designers (which is, of course, exactly what we did in the [...]
TweetChip Gliedman, George Lawrie and John Rymer participated in a panel on packaged applications and Lean. Rymer argued that packaged apps can never be Lean, since most are locked down, closed engines where the vendor controls the architecture, they’re expensive and difficult to upgrade, they use more functions than customers use, they provide a single [...]
