The Insider's Guide to Next-Generation BPM
By Dave Batt, CEO and founder, StreetSmarts, Inc. , 04/20/2009
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Leveraging an organization's collective knowledge has been an aspirational goal for years. Organizations have implemented knowledge management and business intelligence solutions to try and address the challenges but most projects come up short of delivering tangible business value. The issue is compounded as most of an organization's intellectual capital is locked in people's heads and not in a system of record like data warehouses, repositories or business intelligence reporting tools.
Now throw the makeup of our national workforce into the mix. The baby boomer segment of our workforce first reached retirement in 2006 and the U.S. Census estimates 76 million U.S. workers are approaching retirement. Looking at this challenge through a corporate lens, years of experience, how-to knowledge and intellectual capital will walk out the door when this segment of the workforce retires. This issue is further complicated as the economy turns around and organizations return to hiring mode. When this happens, we will be faced with the classic challenges associated with ramping up new hires and rookies. Is there a better approach than the status quo of trial by fire to costly knowledge transfer initiatives and improving staff effectiveness?
In a day and age when we have access to more information than ever before, why do so many organizations fall short in unlocking valuable collective knowledge from within the business and across its workforce? It's clear that up until now, technology solutions have failed to deliver relevant information to individuals in a manner that can be applied to achieve a better outcome in the business. For example, BI reporting tools do a good job at reporting what is going on with your business -- historically, yesterday, and today. From there management draws conclusions on the good outcomes and the not-so-good outcomes that need to be addressed. Therein lies the challenge: how do you enable more of the good outcomes and reduce the bad outcomes across the distributed workforce? This issue will become even more prevalent once the baby boomers have taken the leap to retirement as their tribal knowledge walks out the door.
But there is good news on the horizon as a new class of technology solutions have entered the market to address the gap left by repositories and BI tools. These solutions range from general purpose Web 2.0 tools to purpose-built solutions for sales enablement and service effectiveness. As many technology vendors promote strong marketing messages and product promises, we all have experiences where these overzealous promises did not live up to their virtue. To help sift through the noise, here are some guidelines to consider for organizations looking for a structured approach to getting relevant information into the right people's hands, in a format that can be applied to improve business outcomes.
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