Jim Sinur

One of my favorite gripes is about having visibility into the progress of a process and where my instance, case and/or role are in context of the desired outcome.. If you don’t have visibility, you don’t know if things are progressing well or are stuck or worse yet in one of many error cycles. I understand that my selfish look at this is only one view of visibility. I would purport there are others.

Visibility of the Process:

The above gripe is about the visibility of completion, but there are certainly other opportunities for process related visibility. What are all the actions to date towards completion? Is this in the normal range of times this kind of activity? How are other activities progressing or is it just my situation? Is there something broken? Did someone change things? I’m sure the owners and managers want visibility into the progress of the aggregate activities and any exceptions that are likely to come back and bite them. The progress of activity and the scores necessary to hone overall process success can be easily be monitored with BPM.

Visibility of the Participants:

Not only can one watch the process, one can watch the participants. Who did what when? Was the right person working on this? Were they as productive as they can be? Is the end client looking at the progress of their case frequently? Were there any comments from the client on their experience with the process? Are the managers checking the throughput frequently enough? Has the manager changed the escalation rules when necessary? Who made that last change that crippled the process? Who are we waiting on for the next step? The optimal process behaviors can be watched

Visibility of the Information:

In addition, one can watch the progress of all the cases going through the process and their status or state. What made this case fraudulent and when did it happen? What process definition and sets of rules where in effect when this case was processed? What kind of content and data needed to be referenced to process this case? What events just happened that might affect how we process in the future? Has the process sensed an exception that we did not anticipate? What is happening in the context of the process that might indicate that one needs to change scenarios, policies and/or rules? All of these information related questions can be dealt with in BPM.

As you might imagine process gives an opportunity to see many things much clearer than before and for a number of legitimate perspectives. Besides saving money and time BPM gives great visibility.