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3. - How mobile is revolutionizing SOA BPM: Read more in this section
- Mobile apps make a splash in BPM middleware
- Mobile BPM overview: Real-life success and failure stories
- How to make processes mobile
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Use mobile BPM to reinvent mission-critical processes, part 2Date: Apr 16, 2013
Anne Stuart, Site Editor
Mobile computing is revolutionizing everything, and business process management (BPM) is no exception, according to Clay Richardson.
Traditional BPM focuses largely on enabling interactions between an organization's front and back offices, the Forrester Research senior analyst says in this videocast, the last in a two-part series on mobile BPM. (In part 1, Richardson provides a mobile BPM overview.) But when companies reinvent processes to accommodate mobility, the traditional distinctions start to disappear, he says. "It's really about the customer engaging, the employee engaging and getting work done. They don't care if it's the front office or the back office as long as it gets done."
In addition, traditional BPM emphasizes increasing efficiency and reducing cycle time. In contrast, mobile strives to optimize user experience. "We're shifting more toward guidance and providing enough context, enough richness, to guide the customer, the employee, the partner through the process, to the outcome that they want," Richardson says.
That shift involves massively reinventing business processes, starting from the "atomic level," Richardson says. In this videocast, prepared exclusively for SearchSOA.com and its sister TechTarget site ebizQ, he offers step-by-step advice on how to tackle that job. He also provides an inside look at how employees at British Airways, Gaylord Resorts and Ottawa Hospital, a major Canadian medical center, use mobile devices to better serve their customers, guests and patients.