Lake George

I just returned from vacation at Lake George <sigh>. Since I am by nature an introvert, a big part of my vacation time was spent at the Lake in quiet solitude… catching up on reading, watching our golden retrievers swim, and contemplating life.  Yes, it was wonderful,  and no  it did not in any way affect my apparent obsession with process improvement and case management.  In fact, it made me think about the power of “social” collaboration capabilities within case management. I believe the combination can help transform knowledge worker intensive processes like insurance underwriting, claims adjusting, customer on-boarding, credit claims disputes and more.  Here’s a few resources I recommend that explore this idea; including the upcoming  ACMLive Virtual Summit.

My colleague Steve Russell has written on this subject.   Summarizing his chapter in the just published book Social BPM: Work, Planning and Collaboration under the Impact of Social Technology, Steve says,

“Instead of starting with the process model, start with the participants within the process. Once their needs are understood, processes can be developed that support those needs, not the other way around. Social technologies exist to accelerate social conventions that people already participate in. When evaluating how participants work within a process, how they collaborate and access information should be a part of that analysis. By having social technologies as a part of the BPM toolkit, the value delivered to a participant is increased.”

BPM guru Sandy Kemsley and Steve co-authored a series of articles on around “Getting Started” and talk about this aspect there as well  in terms of “Ensuring User Adoption.” 

And in Steve’s eBook Killing the things that Kill Productivity”  one of my favorites was “A Little Help Here” that talks about collaboration — providing users with a network of easily accessible experts and consultants.  For knowledge workers, especially those that might be more introvert than extrovert, case management and social collaboration capabilities provide a framework for learning from their peers and an experts network. By integrating collaborative capabilities into case management applications, these collaborations can be contextual in that transaction specific information can be shared and the collaboration itself can be linked or copied into a system of record so audit trails are more complete and reconstructing how decisions were made is easily enabled.

You can hear Steve talk more about case management and social collaboration at the upcoming ACMLive Virtual Summit – June 22 – 23 (hashtag #acmsummit).  There is no charge this week for Registration  –  same week registration will have a fee.  Steve’s interview session is on the 22nd but I recommend the entire agenda for those interested in case management.  I really like the tag line for this summit… Learn about the new tools to help us do more of what we do best.

Speaking of “what we do best,” I think it’s time for me to go back to the Lake…