Abstract: Process-driven information: it’s all in the business process design

Imagine working at the customer support center of a bank or insurance company, responsible for providing accurate, complete and reliable information to customers. How can you guarantee that the information provided to your customer is enough to prevent possible risks? And, when things have turned out wrong, how can you prove and defend your recommended advice afterwards. 

Now imagine you are the manager of the helpdesk: for certain your information needs will be completely different. What you don’t want is another set of manuals, or an additional knowledge base or website:  you want the required information available as precise as possible and at the right moment. There-after you need to be able to reproduce how this information could affect the decisions made by you or your customer. In essence, simple straight through processing.

I have made an abstract, titled “Process-driven information: it’s all in the business process design”, for the Building Business Capabilities conference. If accepted, I will demonstrate in the Business Architecture track of this conference how information and documentation can be embedded in the process and made actionable.   
In this presentation we will learn:
  • How process-driven information can lead to more efficiency, better compliancy and lower risks 
  • Why documentation of our processes and products can be seen as a result of our processes, modeled by the business itself and growing with the maturity level of the organization 
  • How (semi-)automatic decisions, calculations and advices can be directly derived and embedded in the process 
  •  Who will benefit from this approach.
The conference is from October 28th until November 2nd 2012 in Fort Lauderdale, Florida.
I expect feedback on this abstract around the 31th of March 2012 and will start this blog to share and discuss my thoughts on this topic. 

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