Who Controls Change in Your Business Processes?

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The single biggest factor in the success of Business Process initiatives is the ability to cope with Change. I write “Change” with a capital ‘C’, because it truly is an entity that deserves some respect. Gartner’s latest report for the world of BPM, “Improving and Reinventing Business Processes Primer for 2016” by Bruce Robertson, opens with:

“The pace of business change keeps accelerating, and CEOs are shifting their focus from cost reduction to growth. In response, process practitioners must expand their thinking, methods and technologies to improve and reinvent business processes to deliver strategic outcomes.”

Ok. So if Change takes center stage, the question is who is pulling the strings? Which members of your organization should have their fingers on the triggers that control change? If you give too many people access to modify a business application, you’re taking a significant risk. How can you mitigate that risk, while ensuring you give the right people the ability to keep up with the pace of change?

It’s important to talk about Control over Change with respect to distinct roles. For the purpose of this discussion, we can define three major roles:

  1. Business Process Creators
  2. Business Process Users
  3. Operational Managers and Department Heads

Each role above requires a different set of tools to implement changes to the system.

Creators must be able to adapt the process definition, flow, business rules and integration, in order to adapt to new business and technological requirements. And to constantly improve the system, of course.

Users must be able to make ad hoc changes to process instances in order to handle them optimally, such as reassigning tasks to other users or groups, kicking off sub processes dynamically (e.g. in Case Management scenarios), and collaborating with others on their team as needed to resolve each process successfully.

Operational managers need tools to allocate and reassign work efficiently, to reduce costs, increase profit and generally improve the business outcome.

Each of these roles requires very different types of tools to control changes. Finally, there’s a 4th role, the unmentioned Administrator, who must assign the proper permissions to ensure that each member of the organization has precisely the correct access and permission to make the changes that are needed by his role, and no more.

But do Business Process Management suites provide out-of-the-box tools to facilitate all these changes? They’re starting to, because customers and the marketplace itself demands it.

At PNMsoft, we’ve been listening to the marketplace for quite some time. We’ve heard the deep rumblings years ago, and we’ve built our BPM software from the ground up with a unique architecture that facilitates rapid, yet controlled Change. We call it HotChange®.

An example would be a process for handling insurance claims. A process designer might be required to change a business rule in this process, which controls which claims must be escalated to division managers, based on the value of the claim. HotChange® enables the designer to make such changes to the rule without derailing existing process instances. HotChange® also enable insurance agents (end users) to choose which sub-workflow to run on a particular case, for example, a sub-workflow which requests a police report for a claim. Finally, HotChange® enables operations managers to dynamically allocate cases to teams of agents according to their availability and skill sets, providing recommendations of the optimal allocation based on best business outcome.

So we can see how HotChange® facilitates controlled Change for each of the three roles. In addition, it ensures that live applications can continue to run while changes are being made to them, without having to go offline. That’s a critical capability in today’s non-stop business world. We can call that real-time or Immediate Change.

With HotChange®, Change is not made in a vacuum. The system guides users toward making changes that will result in better business outcomes. For example, it uses predictive analytics to suggest optimal allocation of tasks by team and users, according to availability and skill. We call that Guided Change.

When Change is immediate and guided, the only thing lacking is a mechanism of control, to ensure that Change never gets out of hand. HotChange® provides a set of Management and Administrative tools that ensure visibility and control over Creator, User and Operator changes. Tools such as process analytics, version management, an advanced permissions module, audit trail and Event Viewer.

Being prepared for Change can make or break your Business Process application. Therefore, it’s critical that you select a business application provider that puts Control of Change in the forefront.

Feel free to contact us below for a demo of our BPM suite.

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