Ok, much has been made of the BYOD (Bring your own device) phenomenon just now and it’s fair to say that the extension of processes across mobile devices internally is affecting BPM at a pace unseen for years. The changing face of interaction with both business to business and also business to customer is accelerating faster than most can keep up. It’s the “consumerisation of IT” say the analysts.
But here’s a thought: what if we allowed customers and people alike to BYOP (Bring your own process) ? The effective consumerisation of process (and everything within it) !
Think about it, we allow BPMS to constantly monitor and tweak processes according to feedback mechanisms which are (mostly) internal, but do we ever truly allow the customer to control just how that process interaction, direction and speed should take place ? Should we ever for that matter ? And if not, why not ?
And what if Big Data and MDM suddenly wandered into the welcoming arms of the customer themselves ? We hold their customer records, but we erect chinese walls preventing them from actually doing anything with it.
What if everybody had a private cloud which were effectively mini master-data-portals that WE accessed. Suddenly control of accurate data would be in the hands of the customer as would the responsibility of maintenance, not with 1, 10, 100 organisations they’re registered with.
And on the flip side, would we allow new Subject Matter Experts that are employed in an organisation to bring with them a set of processes they know work ? Would that cause such a governance issue to embed new processes from the outside without question ? In a BYOP scenario they would be seen as a set of flexible tasks rather than a rigid process to follow, so more inherent to Case design than process design.
Would it lead to business process chaos, is it something we need to fear or welcome ?
After all, we spend every waking moment trying to give the customer what they want, at what point do we really achieve it……
I’ll have mine with extra mayo….