CRM - November 2007 - (Page 40)

WORKFLOW AUTOMATION business outcome or rule,” Pyke writes; “we are talking about the management of true interaction that takes place between individuals and groups which cannot be predicted or encapsulated beforehand.” One thing that has been holding back the expansion of WFA and BPM is the difficulty in coordinating a company’s departments and infrastructure, something the advent of servicesoriented architecture (SOA) will greatly simplify. Automation won’t have to reside on one system, and that means processes can be extended throughout the organization, emphasizing the will.” The key difference in a case handling environment is the ability to run multiple procedures against a given case of work—“the primacy is with the case rather than the process that is used to support a work item, which means that the key concept of this approach is the body of work, the Case, not the typically modeled process of moving of work from one resource to another (where resource is a system, a work tray, or step in a process),” he writes. “Case handling systems leverage the capability to associate virtually any number of objects within the context of a case,” he continues.“Processes tend to ‘unfold’ rather than rely on a priori design-time decisions (but within the context of an overall framework).” The system gains the ability to make decisions based on similar cases, allowing more sophisticated processes.“Clearly, the activities are related and cases follow typical patterns but the process becomes the ‘recipe’ for handling cases of a given type.” This move toward sophisticated workflows combining automation with human interaction will have a major impact on the BPM market in the very near future, Pyke concludes. “BPM vendors with the right insight into the market will seize this opportunity and steal a significant [lead over] their competitors—and it is fair to say that some of those vendors will be unable to respond to this growing need.” Contact Senior Editor Marshall Lager at mlager@destinationCRM.com. “The big win is to help people realize the difference between technique and technology.” streamlined design of better workflows and processes. “As people become more mature in business, they naturally begin to notice how business process and business rules work— what’s good and what’s not,” Straus says. “The big win is to help people realize the difference between technique and technology, and to understand that how you make decisions is as critical as the decisions themselves.” One approach to expanded workflow is case handling, which according to Pyke “might be thought of as any sort of business problem where, without technology support, a manila folder would have been used to store related documents and information about things of interest and tasks then associated with the contents—an intelligent ‘to do list’ if you STATEMENT OF OWNERSHIP, MANAGEMENT AND CIRCULATION (Required by U.S.C. 3685) 1. Publication Title: CRM magazine. 2. Publication No. 17233. 3. Date of Filing: 9/21/07. 4. Frequency of Issue: Monthly. 5. No. of Issues Published Annually: 12. 6. Annual Subscription Price: $0. 7. Complete Mailing Address of Known Office of Publication: Information Today Inc., 143 Old Marlton Pike, Medford, Burlington County, N.J., 08055. Contact Person: Roy Beagley. Telephone: 203-775-9465. 8. Complete Mailing Address of the Headquarters of General Business Offices of the Publisher: Information Today Inc., 143 Old Marlton Pike, Medford, Burlington County, N.J., 08055. 9. Publisher: Bob Fernekees, CRM magazine, 237 West 35th Street, 14th Floor, New York, N.Y., 10001; Editor: David Myron, CRM magazine, 237 West 35th Street, 14th Floor, New York, N.Y., 10001; Managing Editor: Joshua Weinberger, CRM magazine, 237 West 35th Street, 14th Floor, New York, N.Y., 10001. 10. Owner: Information Today Inc., 143 Old Marlton Pike, Medford, N.J., 08055; Thomas H. Hogan, 143 Old Marlton Pike, Medford, N.J., 08055; Roger R. Bilboul, 22 Earls Terrace, London W8 6LP, England; CRM Media LLC, 143 Old Marlton Pike, Medford, N.J., 08055. 11. Known Bondholders, Mortgagees, and Other Security Holders Owning or Holding 1% or More of Total Amount of Bonds, Mortgages or Other Securities: None. 12. Tax Status: Has not changed during the preceding 12 months. 13. Publication Title: CRM magazine. 14. Issue Date for Circulation Data Below: September 2007. 15. Extent and Nature of Circulation: a. Total No. Copies: Average No. Copies Each Issue During Preceding 12 Mos.: 83,802; Actual No. Copies of Single Issue Published Nearest to Filing Date: 85,000. b. Paid and/or Requested Circulation. (1) Paid or Requested Mail Subscriptions: Average No. Copies Each Issue During Preceding 12 Months: 74,433; Actual No. Copies of Single Issue Published Nearest to Filing Date: 73,662. 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Copies Not Distributed: Average No. Copies Each Issue During Preceding 12 Months: 848; Actual No. Copies of Single Issue Published Nearest to Filing Date: 1,307. h. Total: Aver age No. Copies Each Issue Dur ing Preceding 12 Months: 83,802; Actual No. Copies of Sing le Issue Published Nearest to Fil ing Date: 85,000. i. Percent Paid and/or Requested Circulation: Average No. Copies Each Issue During Preceding 12 Months: 89.78%; Actual No. Copies of Single Issue Published Nearest to Filing Date: 88.07%. 16. Publication of Statement of Ownership is being printed in the Nov 2007 issue of this publication. 17. I certify that the statements made by me above are correct and complete: Bob Fernekees, Publisher, 9/24/07.

Table of Contents Feed for the Digital Edition of CRM - November 2007

CRM - November 2007 Contents Front Office Reality Check Customer Centricity Have You Caught It? The Mother of Enterprise Information Market Focus: Technology: The Simple Truth about Complex Manufacturing Q&A: Gianforte Talks CRM Required Reading Predicting Profitability Checking the Pulse of the Contact Center Cast a Narrow Net Modern Times, Modern Methods Primos Hunting Calls Snares Efficiency Nailing It Down Moving in on Mortgage Delinquencies RDS Delivery Delivers on Service Secret of My Success Re:Tooling The Tipping Point Pint of View

CRM - November 2007

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