That’s a lot of buzzwords in one title, but then it’s a whole lot less than our customers heard from Pegasystems:
- Directly Captured Objectives (DCO)
- Dynamic Case Management (DCM)
- Adaptive Case Management (ACM)
- Case Lifecycle Management (CLM)
- Situational Layer Cake (SLC)
- And it continues (AIC) …
Phew – head hurt yet? It’s no wonder customers are getting confused. Some might argue, it’s this constant over conceptualization and theory that killed the Business Process Management software industry. It has certainly caused a lot offrustration.
BPM (or Business Process Management) has a long history of too much theory and too little customer success.
The language and theory of BPM can get so bad that only the most mature organizations can actually get their head around it – at least according toPegasystems. Too bad small companies, you’re not “mature” enough to be successful. This stuff only works for the ultra elite, super big companies that can afford to spend tens of millions of dollars on a promise.
I don’t know of any other industry that actually has a complex index (and even more theories) for assessing whether or not a customer CAN theoretically buy their product. Says something about the complexity. Read into that: cost,project failure, and delays. Good luck finding people who can implement something meaningful with this much… well… crazy.
Only experienced engineers can use Pega – and we have a lot of admiration for those that can make this stuff work. Hats off to you. You are clearly extremely good at what you do. But the whole idea of these platforms is to enable the business to manage change WITHOUT needing to rely on deeply technical people.
From Theory to Principles
We need to move away from over theorized ideas about how organizations should operate. We need to stop pushing customers into a set of theories of how they should work. We need to remove complexity and embed best-practice and best-of-breed technology. Why? Because it drives customer success:
- Social: Any workflow application that involves people needs to be collaborative. Customers, partners and employees need to work together to get work done – and that starts with communication and collaboration.
- Mobile: Once upon a time, it was OK to have a website. These days, your workflow applications need to work on any device – on and offline. The multi-device world isn’t going away.
- Real-time: It’s no longer acceptable to wait for change. Your users expect to be updated in real-time and to experience workflow applications that support co-edit, co-navigation and collaboration.
- Open: Business requirements always get complicated, so it’s important that IT professionals can get under the hood to extend and enhance your workflow applications. That requires an open architecture, using industry standard approaches and frameworks.
- Cloud: Scale from 1 person to a multi-national corporation. Cloud platforms scale as you do – technically AND commercially. So start small and grow based on success. No need to jump in with both feet.
It’s principles like these that drive customer success. It’s principles like these that drive agility and change. Because no matter how many TLAs and indexes you throw at the problem, one thing is universally true:
Every organization wants to improve