BPM Quotes of the Week - November 28, 2018

David McCann"As has been true since RPA’s birth a few years ago, it’s most commonly found in the back office, automating workflows like procure-to-pay, order-to-cash, and record-to-report. The common link among such processes and others suited to RPA: they are business-rules-based, non-subjective, repetitive tasks."
-David McCann


"87% of respondents agreed that culture created bigger barriers to digital transformation than technology and 70% agreed that their leaders had the ability to lead on digital transformation, but only 50% believed that they were appreciative of implementational challenges."
-Singapore Management University

From the BPM Forum

When Is the Best Time to Get Information From a Customer, at the Beginning of the Process or When You Need the Information?

"One thing we always try to get up front is customer expected outcomes along each step of the journey, and the overall expected outcome (some people would could this capturing the value you want to deliver). This helps guide the process analysis and keep us pointed in the right direction."
-Brian French

"If the service is more complicated such as delivering customized and personalized services such as health care or banking, we really need to look into the customer data and try understand the specific situation and goals of the customer. We may need to design a interview (or needs assessment) phase before even thinking the delivery."
-Kai Laamanen

"The best answer is to conduct some research with real people going through the process and documenting how they feel about the information requests. Pilot various approaches of collecting that information and see which ones yield the best result in terms of the consumer's/user's feelings about the experience."
-Scott Francis

For Digital Transformation, Does IT Need to Understand Business or Does Business Need to Understand IT?

"People who are doing the digital transformation must understand business, IT, both of them together, customers, systems, ecosystems and, again, all of mentioned above together."
-Dr. Alexander Samarin

"They both should understand each other and one way you can 'cultivate' this situation is by facilitating tour of duties of 'business' people in IT and vice versa."
-Caspar Jans

"IT needs to understand the business. The technology needs to understand and enable the business. It's happenstance for technology to provide a panacea to the business without understanding the business."
-Stuart Chandler

"The best IT leaders are fluent in both languages, and can leverage that skill to yield strategies, budgets, and resources."
-E. Scott Menter

"IT has failed to recognise how data is created..it's people and processes...hence the emergence of BPM."
-David Chassels

"It (RPA) is really Robotic Task Automation, not Robotic Process Automation. The core focus of RPA is having Bots complete tasks by automating steps users take on screens. It is not something that helps you look at a process, determine what will be most effective for your process, and execute that."
-Brian French

"I would argue that RPA technologies are on a pathway of either becoming commoditized through continued, massive adoption that is combined with community, open-source license models in conjunction with community learning offerings and standardized RPA API's which many providers are currently launching, or consolidating themselves in a 'place of its own', partially competing and, at times, complementing BPM."
-Kay Winkler

"An argument can be made that RPA technology is an essential technology supporting the encapsulation of legacy systems -- legacy systems that embody more corporate and engineering knowledge than it's possible to imagine."
-John Morris