BPM - Offering the Real Leverage Point

Makarand V. Sawant, Senior General Manager IT, Deepak Fertilisers And Petrochemicals Corporation Limited | Thursday, 29 December 2016, 05:47 IST

Technology is evolving daily as new tools, applications and use cases are developed and adopted by enterprises and business users. As a result, a new breed of Business Process Management (BPM) platforms is emerging, leveraging these technologies and new paradigms. A small number of BPM companies are now offering the solution hosted or as Software as a Service (SaaS). Others are providing an integrated platform, combining all the tools necessary for deploying a BPM solution on one platform. In all these cases, the platforms are usually focused on Human Centric processes (workflows that connect people and data), simplicity and speed.

Digital transformation and digital disruption is more than simply “things” – robotics, sensors, wearables and the other cool tech which hog the spotlight. These are merely catalysts, whereas it is BPM that offers the real leverage point.

1. Extreme Collaboration: One of the major challenges facing CIOs and business managers is enabling cross functional collaboration and communication across the enterprise. BPM projects constantly fail to improve business performance outcomes because they fall flat on this vital parameter. According to a leading industry analyst firm, “Business leaders can avoid this failure by embracing extreme collaboration (XC), a new operating model and an extreme style of collaboration. XC is enabled by combing four nexus forces into a pattern that can dramatically innovate the way people behave, communicate, work together and maintain relationships often across wide organizational and geographic boundaries to collectively deliver breakthrough process performance.” We all know how critical collaboration is in operational business processes. 

2. Combine real-time analytics with BPM: In 2016, if BPM is able to do one thing and one thing alone. This would be it. To remain on the priority of business leaders, BPM need to merge processes with real-time intelligence. Converging process and real-time analytics will set in motion a perpetuating cycle of enterprise process improvement. A BPM suite can combine its sophisticated tool set with real-time data to streamline and optimize business processes. It can also identify existing processes inefficiencies and help rectify them. Analytics can help drive process flow by automatically initiating performance-based events and dynamically managing the flow of enterprise processes. This will build a platform that can interpret and adapt processes to meet the challenges of our ever-evolving business landscape.

3. Intelligent Business Operations: Analysts say that one of the more effective techniques to improve business processes is intelligent business operations (IBO). What is IBO? It means operations where processes are ‘aware’ of and can ‘learn’ and ‘understand’ context based on a wide range of work interactions, and adapt to the situations around them. Once these processes sense a situation, they can apply real time analytics to predict the outcomes of potential alterations.

The integration of smart processes with analytics has a direct impact on the way that people go about doing their jobs. It helps to make business operations more transparent and also keeps a tab on changes in the external environment. This makes managers and executives more situationally aware, proactive, and enables them to make better and faster decisions. As a result, organizations perform and deliver better in terms of customer service, revenue growth, cost reduction and risk avoidance.

Managed Services
From Public Cloud to Robotic Automation - Much of the recent innovation in managed services has taken place around the public cloud, with solution providers looking for ways to differentiate their offerings. Some (Managed Service Providers) MSPs have focused on streamlining the customer transition to cloud and digital technologies, while others have rolled out robotic automation platforms and analytics around unified communications.

Key trends that are changing how managed service providers work:
1. Declining profits from product and service revenues have caused service providers to shift their focus to managed services (which are, in this context, considered a subset of overall IT services) for gaining profitable revenue growth.
2. New ways to provide additional benefits for customers are needed by service providers, because cost-efficiency as the main driver for outsourcing decisions has more or less become a given fact.
3. The fast rise of cloud services has forced service providers to re-evaluate their offerings.

Be proactive, or be replaced
Traditionally, cost-efficiency has been the main driver for outsourcing decisions, but as the savings are nowadays considered a given fact, service providers are looking for new ways to provide additional benefits for their customers. One of the main trends there is proactivity, which is, in a sense, the capability to fix issues before they occur, or even better, the capability to actively find ways to add value to the customers. 

Up in the clouds
Cloud computing is seen as the most important trend in the outsourcing market. Of course, there are plenty of problems to solve in this emerging service area before it hits maturity. MSPs will have to maintain hybrid cloud and on-premise offerings, customers are not open to the idea of managing a “long tail” of many providers, there will be cash flow issues to manage, and so on. 

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