We use cookies and other similar technologies (Cookies) to enhance your experience and to provide you with relevant content and ads. By using our website, you are agreeing to the use of Cookies. You can change your settings at any time. Cookie Policy.

Resourceful employees can find creative solutions when none are apparent and dream up innovative solutions when roadblocks come up. Good will remember a trick or shortcut that a former employee used years ago to enter an order that’s not taking for some reason. They’ll break an order down into component parts if necessary to process it so that the in-stock items ship immediately. Or they’ll track down missing customer or order information from an incomplete document, ensuring the customer gets what’s expected, when it’s expected.



And while applying this kind of inventive, ad-hoc creativity to business situations is a wonderful trait in employees, it has no place in an automated business process. Frankly, it’s not such a great thing when you’re trying to integrate systems and business process automation to streamline your business processes. Any company undertaking an enterprise application integration process or trying to institute business process management capabilities will most likely have to deal with these types of situations—scenarios where employees have created ad-hoc solutions to discontinuities in a business process or ambiguities in decision points. If you want to automate your business processes, you’ll need to squeeze all these ambiguities out of the business process.

For example, let’s say there’s an order in the CRM system that gets batched and sent to a different department for entry into the ERP system for fulfillment. The person entering the CRM transactions may actually be doing more than simply entering the orders—they may be filling in missing information. In effect, they are adding steps in the business process by recognizing out-of-stock items or potential problems and adjusting orders accordingly. In a sample scenario, the order entry clerk might recognize that an item is out-of-stock and make the adjustment, or they might know they can obtain the needed item from a different warehouse or under a different part number. Most business processes have some amount of this manual, human intervention.

If an organization simply automates the process in a well-defined manner without accounting adequately for these ad-hoc “business rules”, there may be a significant change in the quality or consistency of the outcome of the process. For instance, instead of having 97% of orders fulfilled in 12 hours, that figure coulddrop to 82% since all the exceptions or discontinuities that the order entry person might adjust for will be rejected instead of accepted. For example, you might end up telling customers you are out of stock in an item, when in reality it’s simply in another warehouse or listed in an unexpected way.

-1-

1  2  

   Next Page

Explore Our Topics

  • EDITOR'S BRIEFING
  • Virtual Conferences
  • Webinars
  • Roundtables

BPM in Action

March 10, 2011

The sixth annual BPM in Action 2011 Virtual Conference will explore cutting-edge market developments in BPM and describe how to leverage them for improved business operation and performance. More

View All Virtual Conferences

Smart Case Management: Why It's So Smart.

Date:Nov 05, 2009
Time:12:00 PM ET- (17:00 GMT)

REGISTER TODAY!

Date:Oct 29, 2009
Time:15:00 PM ET- (19:00 GMT)

REGISTER TODAY!
View All Roundtables
  • Research Library
  • Podcasts
  • News

Joe McKendrick: Part II of II: Designing Evolve-ability into SOA and IT Systems

In part two of Joe McKendrick's recent podcast with Miko Matsumura, chief strategist for Software AG, they talk about how SOA and IT systems need to change and grow and adapt with the organization around it.

Listen Now

Phil Wainewright: Helping Brands Engage with Social Media

Phil Wainewright interviews David Vap, VP of products at RightNow Technologies, and finds out how sharing best practices can help businesses understand how best to engage with online communities.

Listen Now

Peter Schooff: Making Every IT Dollar Result in a Desired Business Outcome: Scott Hebner of IBM Rati

Scott Hebner, Vice President of Marketing and Strategy for IBM Rational, discusses a topic on the top of every company's mind today: getting the most from IT investments.

Listen Now

Jessica Ann Mola: Where Will BI Fit In? Lyndsay Wise Explains

In BI, this tough economy and the increasing role of Web 2.0 and MDM are certainly topics on people's minds today. WiseAnalytics' Lyndsay Wise addresses each of them in this informative podcast.

Listen Now

Dennis Byron: Talking with...Deepak Singh of BPM Provider Adeptia

Deepak Singh, President and CTO of Adeptia, joins ebizQ's Dennis Byron in a podcast that gets its hand around the trend of industry-specific BPM.

Listen Now
More Podcasts
  • Most Popular
  • Quick Guide
  • Most Discussed

Quick Guide: What is BPM?

Learn More

Quick Guide: What is Event Processing?

Smart event processing can help your company run smarter and faster. This comprehensive guide helps you research the basics of complex event processing (CEP) and learn how to get started on the right foot with your CEP project using EDA, RFID, SOA, SCADA and other relevant technologies. Learn More

Quick Guide: What is Enterprise 2.0?

A lot of people are talking about Enterprise 2.0 as being the business application of Web 2.0 technology. However, there's still some debate on exactly what this technology entails, how it applies to today's business models, and which components bring true value. Some use the term Enterprise 2.0 exclusively to describe the use of social networking technologies in the enterprise, while others use it to describe a web economy platform, or the technological framework behind such a platform. Still others say that Enterprise 2.0 is all of these things. Learn More