BPM: Did Someone Forget About the Data?

All the buzz these days is about Business Process Management (BPM). Here we have yet another 3-letter acronym for a concept that goes back many years for modeling, automating and monitoring processes to improve operational efficiencies. The twist now is packages which allow you to manage processes independent of the underlying technology “plumbing”. The vendors of these tools would like you to think all the failures of the past can be summed up in these technology complexities (remember EAI?). While certainly decoupling processes from technology makes it easier for business users to participate, it doesn’t tell the whole story. Without accurate data, operational processes will always be “garbage in, garbage out”. Ask the same business users what their biggest process headaches are and I’ll think you’ll be surprised.

I recently led a data architecture assessment for a telecommunications service provider that has made several acquisitions over the last few years. Understandably, this provider is worried about having a consistent set of processes to follow for ordering and delivering service. They have implemented business process management solutions in the past that have met with varying results.

The results of the data assessment gave a clear indication that two of the largest issues this service provider faced were having too many sources of record for the same type of data (e.g. Customer, Location) as well as not having the proper controls in place to reconcile or consolidate the data. The consequence to process management was not figuring out how to better model, automate or monitor. Rather, the consequence was was where to go to look for the data and make sure it was accurate in the first place!

BPM has a tremendous value in modeling, automating and monitoring operational business process. When taken together with effective data and information management, you will have a better chance of actually reaping the benefits of it.