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  1. Peter Schooff
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  3. Thursday, December 12 2013, 09:50 AM
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Found this quote on Forbes interesting:
In my enterprise mobile research, I’ve discovered that companies only become mobile-empowered businesses when the company redesigns its existing business processes.
What do you think?
Steve Weissman Accepted Answer
I disagree with the premise of the statement, which is that there is a causal connection between mobility and process redesign, either because (A) the advent and availability of mobile causes organizations to redesign their processes, or (B) the redesign causes them to embrace mobility.

For me, the right choice is (C) "none of the above." The exercise has to begin with whether, when, and/or how to improve the way things get done, and adopt mobility if and where it makes sense. If the current processes are well conceived, they shouldn't require a redesign to go mobile, merely the addition of the new mobile capabilities. And if mobility is what's captured the executives' imaginations, it shouldn't be allowed to force a redesign unless there's a good business reason to do so.
Comment
Bingo. Nothing further needs to be said.
  1. Patrick Lujan
  2. 2 years ago
  1. more than a month ago
  2. BPM Discussions
  3. # 1
Stuart Chandler Accepted Answer
Blog Writer
Generally yes, most processes can be extended to mobile. However the question is not whether they can be extended but are they in the right state to extend to mobile or do they need to be extended to mobile. Processes built for desktop form factors and not taking into account the HTML 5/CSS3 are out of the gate limited. As we know, real estate is limited on mobile so careful consideration is needed to address customer experience. In addition, some processes are complex and may or may not be right for mobile extension. Taking it a big step forward and dealing with today's reality, I would argue most organizations need to address BPM from outside-in when it comes to customers (B2B or C2B) mobile channels. Instead of pushing an application to the outside or front side look to how a customer wants to interact, key elements of the process or value chain and I would bet most will find that the mobile channel asks for not only more simplified interaction but will push for process change. To that point, I would side with the quote on Forbes, but only to the extent to optimize the mobile channel vs 'mobile-empowered'.
Comment
  1. more than a month ago
  2. BPM Discussions
  3. # 2
Theo Priestley Accepted Answer
Blog Writer
Here are some interesting numbers from a variety of sources.

70% of all mobile searches result in action within 1 hour. 70% of online searches result in action in one month.
61% of customers who visit a mobile unfriendly site are likely to go to a competitor’s site.
71% of smartphone users that see a captivating TV, press or mobile advertisement will immediately do a mobile search.
91% of all U.S. citizens have their mobile device within reach 24/7.
Mobile coupons get 10 times the redemption rate of traditional coupons.
In the US, 25% of Internet users are mobile only.

(Sources: Morgan Stanley, Mobile Marketer 2012, IAB 2012, news.cnet.com, techcrunch.com, mobithinking.com)

The entire mobile consumer experience requires a complete rethink of how you approach process in context of the scenario or use case but not as an arbitrary strategy, it’s still all about the complete end to end execution. And complete end to end execution means exactly that. The entire process chain needs to be built around the mobile experience, not just the cool parts of it like marketing.

But this is just one side of the coin, this is the externally facing side of the organisation to the consumer. Internally it’s just as important to design your corporate mobile strategy in the same way. There are platforms that help design and management your mobile application and mobile device strategies together in unison, your workforce will undoubtedly use mobile devices (and if they don’t they surely will in the next couple of years !) and they deserve the same consideration and strategy as the consumer as mobility will define how they potentially will interact with the consumer using internally developed apps, for example a mobile engineer workforce.

A mobile strategy requires a complete rethink in process design, how both the user and internal resources are expected to interface with your business this way and how you are intending to service your consumers through that interface. It’s an entire service channel experience all on it’s own, not an extension of your current web strategy.

Get it wrong, and as the term mobile suggests, the consumer’s business can easily move to a competitor who gets it.
Comment
I wanted to add value to this conversation, so here's how I'm going to do that: Read Theo's post, and then read it again. You'll thank me later.
  1. E Scott Menter
  2. 2 years ago
  1. more than a month ago
  2. BPM Discussions
  3. # 3
Shelley Sweet Accepted Answer
Blog Writer
Theo Priestley's numbers are pretty compelling for the positive response that mobile gets - action now! I consider mobile use another medium for entry and receiving of data and information, but obviously an extremely important one now. The point is not that processes have to be totally redesigned, but they should be carefully rethought for the use of the mobile device from a customer/user experience perspective. And what I guess is that specific thinking may simplify the process.
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  1. more than a month ago
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  3. # 4
Jason Hatch Accepted Answer
When talking about business processes, it is my point of view that it comes down to looking at the points of input or processing. What types of devices do the individuals utilize now and would use effectively in the next years to interact with those points of processing? If there is any possibility of mobile devices being used or allowed, and the ROI/benefit to the organization warrants this direction, then the processes should be designed around mobility. If the benefit is not warranted, then I'm sure there are higher value processes that could be implemented today with mobility in mind. Then later the lower valued processes can be updated to adjust into mobility as the value warrants the attention.
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  1. more than a month ago
  2. BPM Discussions
  3. # 5
Max J. Pucher Accepted Answer
Blog Writer
Mobile represents a device choice in principle. That causes UI issues which are manageable. But Mobile also represents a communication channel. That channel extends to customers and partners. BPM is purely focused on cost omptimizing internal processes and reducing the need to interact with customers. Therefore there is litlle interest in Mobile. There are very few people involved in processes that travel and no customers or partners, which means that most businesses have no processes that benefit from going Mobile.

Only when a new process paradigm is accepted that puts customer experience and value in focus,then a collaborative and goal- oriented approach will thrive on the much broader base that mobility offers. Customers and partners

Hence, a process redesign based on old BPM technology, metohdology and thinking improves nothing for Mobile. Even when vendors add new Mobile UIs to these outdated concepts, the benefits will be limited.

Therefore I would agree that the benefits of Mobile will only be discovered when processes are redesigned AND a dynamic/adaptive/goal-oriented style that includes external collaborators is chosen.
Comment
  1. more than a month ago
  2. BPM Discussions
  3. # 6
Keith Swenson Accepted Answer
With mobile you have an opportunity to engage people more readily and more frequently if done correctly. Many of your business processes will look pretty much the same with and without mobile support, However, mobile technology brings some opportunities that did not exist before, and the smart organization will attempt to use that to improve the process over what would be possible without mobile technology.
References
  1. http://social-biz.org/2012/03/23/aiim2102-dion-hinchcliffe-keynote/
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  1. more than a month ago
  2. BPM Discussions
  3. # 7
Pieter van Schalkwyk Accepted Answer
Blog Writer
Creating a mobile UI is not a challenge for BPM anymore. It should not even be seen as a separate UI. It should be the same model that is rendered as mobile on mobile and tablet devices and as classic web pages on a desktop. No additional configuration or coding.

The real challenge for mobile BPM is that we don't think of process design as "mobile first". We still see that mobile (outside of field service and sales enablement) is done after thinking about processes on a desktop. Thinking about how a "mobile first" process would work changes the perspective on the process, workflow, adaptive case or whatever else we see the process as.
Comment
  1. more than a month ago
  2. BPM Discussions
  3. # 8
David Chassels Accepted Answer
I go along with "bingo" from Steve and Patrick as far as mobile in the day to today work by people in the process is concerned. These should be "adaptable" including mobile which is just one device to facilitate communications.

However where mobile is a new selling route direct with the public there may be need to have some redesign at the front end processes but the "delivery" should trigger the existing processes to kick in?

The Challenge may be that old inflexible client server main frame technologies will struggle and it would likely prove quicker and cheaper to redesign using new BPM supporting technologies and that opens the door to users giving "advice" on some of the crazy ways they have been forced to work. This may be what Forbes comment had in mind?
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  1. more than a month ago
  2. BPM Discussions
  3. # 9
Nicholas Kitson Accepted Answer
Steve Weissman is spot on. Although mobile is an increasingly important channel for business processes and because of the variety of form factors that must be supported the presentation requires careful thought to ensure the optimal user experience. However the careful consideration of presentation doesn't necessarily necessitate a change of process. Redesign is necessitated by factors such as the need to eliminate rework, handoff's or manual effort i.e. the standard criteria we use to evaluate process efficiency. Going mobile alone is not a necessary condition for process redesign.
Comment
  1. more than a month ago
  2. BPM Discussions
  3. # 10
Mobile is not only a new UI, new channel, but also a rather powerful processing unit. Just access to web-forms and web pages (even in HTML5) is not enough. Imagine, a customer task with an interactive product selection or a configurator. Such a task can be more interactive/dynamic/attractive/etc. if it is carried out locally (i.e. on a mobile device). Another case – a customer as a participant in a process instance may monitor it in a better way. I can imagine running of co-processes – one in a service provider and other in a customer mobile device.

I think that processes per se will not need a significant redesign (big fragments will be very reusable), process architecture will need.

Thanks,.
AS
Comment
  1. more than a month ago
  2. BPM Discussions
  3. # 11
Michal Rykiert Accepted Answer
First of all, I'd go back to the question: why do we use mobile?
For me, it's because of its accesibility, simplicity and time savings.

Second of all: I think mobile can only enhance user experience with BPM(S), but cannot replace working on stationaty devices.

Therefore if process is complex and requires significant amount of actions in order to fulfill a task, I (as an end user) will probably be reluctant to take part in it through my mobile device. Thus (IMHO), mobile will be successful mostly for simple and semi-complex processes that don't require much attention. I'll be more than happy to take actions like: accept/reject, delegate task, check list of my tasks etc. on my smartphone, but at the same time I'd prefer to write descriptions (stupid autocorrect!), filling series of fields, check documents etc., on my PC/laptop.

So to answer the question: "Does Mobile Require a Company to Redesign Its Business Processes?". I'd say "no", because:
- mobile isn't suitable for all processes
- it's probably impossible to simplify all processes the way they could be effectively used via mobile devices

But at the same time, mobile is what people expect nowadays, so it's worthwhile to enable such possibility for at least some (simpler) processes in order to raise employees' effectiveness and satisfaction.
Comment
  1. more than a month ago
  2. BPM Discussions
  3. # 12
George Chast Accepted Answer
Companies are moving to Mobile. Period. For the reasons stated above and more.
Mobile Devices enhance the Interaction for the user. We like this. We rate this harshly today.
These new Interaction patterns inspire new work patterns. ( I expect this... I wish I could do this...)
Mobile Analytics prove this out by showing user interaction & where it diverges from expectations.
Users expect & demand companies work different, i.e. change their processes.
This includes customers, employees and partners. The People with devices they want to use...
The work is the business process and decisions. It must be dynamic to satisfy this demand.
We find that processes defined with mobile in mind are different, Not merely efficient.
Today's process merely exposed to mobile still works the same. We want different, see the point?
It behooves companies to recognize this and change both, to mobile & to mobile process.
Customers will be more satisfied and retention will increase.
Employees will be more satisfied and productive. Partners, all of the above.
History has shown us the need to enhance functionality from call centers to IVR to Web...
And, Mobile is just another, albeit more interactive channel.
Why wouldn't the upcoming API channel also benefit from and demand this dynamic interaction?
Isn't it smart to transform to an omni-channel enterprise with process & decisions now?
Comment
  1. more than a month ago
  2. BPM Discussions
  3. # 13
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