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July - 2015 issue

Redefining Work with Social BPM

By CR Team

In a business, activities are defined and bounded by processes. When the process management is introduced to ‘social’, it directs to gathering that aim at achieving a common end and sharing the applications. BPM is about modeling and automating workflows to make them more efficient and effective. When IT business integrates social, or in another words, collaborate capabilities into these platforms, it can dramatically affect the performance of professionals’ jobs. Indeed, social BPM is not necessarily the right solution for every business problem. The technology would be relevant if at all it is woven into a greater initiative. Resistance is the fundamental problem that companies run into whenever a change is made to business processes. Basically, BPM experts bring social BPM into focus and explain the business problems that might benefit from social solutions. According to BPM experts Malcolm Ross and Ajay Khanna, Social tools can be used to organize and consolidate previously unstructured collaboration methods, such as instant messages. This framework for social collaboration can enhance both customer relationships and internal decision-making. In addition to showing other customers' views on a product, social BPM could help business-to-consumer companies handle customer relations. Many customer-facing processes that require investigation or resolution would be a good candidate for social BPM. Typical processes would be dispute resolution, incident reporting and benefits eligibility verification. A few years ago, combining social BPM with processes was a far fetch imagination. Now Social technologies allow users to follow the threads of a job wherever it goes.