Jim Sinur

There are a number of ingredients that are coming together under the BPM banner to better support the knowledge worker. Case management, dynamic processes snippets, personal skills profiles, personal preferences and unified communications are coming together to support the elusive knowledge and costly worker processes.

Unified communications knows where a knowledge worker is and what they are doing and how to reach them at any point in time. This allows workers to participate in processes no matter where they are and makes it convenient for these workers to leverage what device they happen to have present. Combine this with the personal preferences and hours of availability, and process participation is always available to knowledge workers.

This is a terrific enablement of these workers and can leverage different business scenarios. If a physical location of a business is unavailable because of some unforeseen set of events, process can follow the workers where they can be safe and comfortable. An example would be a large weather event like a hurricane or typhoon.

I am aware of one business that had to relocate quickly because they had a health facility that was equipped with isolation rooms and the government requested an emergency use of their facility. This healthcare facility did not suffer an loss of SLA goals because their workers leveraged a BPM solution that supported mobile processes. Get ready for new kinds of processes enabled by unified processes.