Jim Sinur

In a past success snippet on Intelligent Business Operations (IBO), I shared how linking an iBPMS to the “internet of things” through visible and intelligent tagging . See http://blogs.gartner.com/jim_sinur/2012/01/10/success-snippet-intelligent-business-operations/   This time I want to share a story about configuration and personalization. The industry is healthcare again, but there will be other industries for future posts. This is about the lifecycle of health events in the lives of people starting with prevention.  There is a flavor of health and wellness in this situation, but there are processes included around disease management and collaborative care here as well.

Health Workbench Approach:

This organization leveraged the strength of their iBPMS to create a health portal which became each individuals window on their own health. This organization created a custom health communication platform (workbench like with multiple customized tools) for each client/person managing their own health. This workbench included, but was not exclusive to providing a dashboard of recommended activities and actions. In addition rewarded activities were highlighted and encouraged. In some cases these activities were considered advisory and optional, but in other situations the actions were considered mandatory. Either way, individuals were provided custom content and participation groups to explain and encourage each action.

Complexities:

This approach requires a significant amount of configuration/rule changes in a narrow  time to change window as more clients and participants are added. In addition, current clients can be tracked  in real time and with instant preference changes. All of this has to happen on diverse technology platforms with diverse media types.

Results so Far:

The amount of change supported has increased five fold, new product types have been invented, and the cost of change has been reduced by 50% overall because less time is needed for each change.  All of this was accomplished without dedicated time windows for change because of visual validation and the speed of change inherent in the iBPMS.

Net; Net:

The result is a continuum of health customized by client and individual resulting in a better health experience. This is a truly adaptive and  mass customized platform that can be leveraged for increased life quality and longevity.

The above success story has been summarized and made anonymous to get the essence of the success documented quickly. The source of this success story is a technology provider named Pegasystems.

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Category: Applications BPM Business Process Improvement Business Rules Challenges Cloud EA ERP Green IT Governance Innovation Optimization Social Strategic Planning Success Technology Virtualization Visibility     Tags: BPM, business, Business Process Improvement, Business Rules, Decision Management, events, Green, Optimization, Process Improvement, Process Management, Social, symposium

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