A slightly belated Happy New Year to all. For my first blog post of 2011, I thought I'd share a few thought leaders' forecasts for BPM trends worth watching this year:
BPM and customer service: Forrester Research Senior Analyst Kate Leggett notes that analysts started to see front-office usage of BPM last year from organizations looking to standardize service, streamline training, ensure compliance and cut costs. "Expect to see continued focus on guiding agents through the service-resolution process as well as focus on the end-to-end processes that may involve back-office tasks," Leggett writes in her blog.
Social BPM and the value chain: Among other predictions, Clay Richardson, also a Forrester senior analyst, recommends using social networking to move BPM beyond its traditioanl narrow internal silos. Says Richardson: "In 2011, BPM teams should look to connect social to the entire process value chain -- leveraging social networking approaches to deliver a better process experience for customers, partners, suppliers and frontline workers."
Richardson also recommends intertwining master data management (MDM) and BPM initiatives to increase the chances that both will succeed. Read more about Forrester's research in this area in this ebizQ article.
BPM by the 2020s: Gartner Research Vice President Jim Sinur takes a longer-term view, blogging about his top five "BPM impacts" for the 10 years. Briefly, Sinur expects that, during the next decade, BPM will:
- --Continue delivering savings--with very little investment.
- --Reach more small and midsize businesses.
- --Enable better work force management.
- --Improve quality in many areas.
- --Drive business innovation.
What do you see in the future--short-term or longer-term--for BPM? Let me know with a comment here, or e-mail me at astuart [at] techtarget.com.