Human BPM vs. Case Management, Summit Nov 3

There might be three distinct kinds of process support necessary:

1) System Centric Processes
2) Human Centric Processes
3) Knowledge Worker Processes

Human Process: Trouble Ticket

With all the talk about “Human Facilitator Processes“; what actually does a real one look like? The best documented example of a human process is provided by the OMG known as the “Trouble Ticket” scenario. You will find at the following OMG site address:

http://www.omg.org/docs/bom/98-02-09.pdf

This is a process to allow a software company to handle a customer support issue.

A Methodology for Human Processes

In earlier posts I write about Human “Facilitator” Processes and BPMN & Methodology Agnosticism where I make the point that how you draw a process diagram depends largely on the methodology you use to define the process, as well as the underlying technology that you are going to use to implement the process. That begs the question then: what is the methodology for human processes?

BPM Philosophy, not Technology

Found another interesting and thoughtful discussion of terminology: Workflow or Process Management. I like the six sided cube analogy, and I agree that BPM includes all those aspects. In this view again “workflow” is equated with the human dimension. The only critique I have of the post is: once you include all 6 facets, is there anything in the technical universe that is NOT BPM?