One of the respondents to my recent call for input on case management was PNMSoft. One of the earliest members of the Microsoft Business Process Alliance, PNM is offering version 5 of its Sequence BPM product with plans to roll out the next version during 2009.
I hear "Version 5" and I say, "Where have you guys been?" I'm usually pretty good at playing 'name that tune' when it comes to knowing the players in the business process management (BPM) market. And even knowing the long forgotten players such as Dralasoft, Fuego, Oak Grove and White Hill, all merged into larger companies.
So I caught up with Gal Horvitz, CEO of PNMSoft on March 3 to get some background on yet another business process management (BPM)-enabling software supplier that is planning a push into the United States market. Willie Sutton claimed he robbed banks because that's "where the money is." Similarly, suppliers such as PNM, Singularity and others need to compete in the U.S. if they plan to reach the scale needed to compete elsewhere.
I'll have more in my upcoming (April release) analysis of case-management BPM but I was intrigued by an interesting metric Horvitz uses to measure customer satisfaction. He feels PNM achieves a 90% successful deployment rate, as measured by the software is "doing something useful." the measurement he wants to be judged by is
"Does the decision maker say he is satisfied."
Only 10% of PNM customers tell him they did not realize the value hoped for (and the customers admit that is more often than not due to issues internal to their operations)
Is that a good way to measure your BPM installation? Did the supplier deliver what was promised? How about over-deliver? Let me know.
As I have said in other posts, the time for talking about what BPM can do is done. After 5 years of talking, let's hear about whether BPM works or not?
-- Dennis Byron
Leave a comment