Blog By Author: Don Schuerman

Oversimplifying BPM, Part I

Mar 25 2013 | Author: Don Schuerman
I recently met with a customer that uses Pega for one of their mission-critical, enterprise-wide business applications.  They also have another BPM product that they view as their “BPM standard” and have built a small internal practice around l...
Posted In: BPM, CRM, Decision Management, Customer Service, Marketing Automation | Tags: exceptions management, investigations, customer service, sales, marketing

The Blob Just Isn't Scary Anymore

Jun 29 2012 | Author: Don Schuerman
The movie “The Blob” might have been frightening when it was released in 1958.  But more than 50 years later, Hollywood knows the blob just isn’t scary anyone.  You don’t need an outdated scare tactic - if you’ve got a compelling story...
Posted In: BPM, Architecture | Tags: Case Management, Performance, Scale, Scalability, Architecture, Optimization, Database, Objects

BPM, Usability and Aesthetics

Apr 06 2010 | Author: Don Schuerman
This wonderfully "geeked-out" and fascinating video on the "Science of Aethestics" and User Interface design (hat tip to the Signal v. Noise blog at 37signals) got me thinking about the relationship between process optimization and user interface optimiza...
Posted In: BPM

BPM, Paradigm Shifts and Incommensurability

Jan 11 2010 | Author: Don Schuerman
I was a bit of a PhiSci (that's Philosophy of Science) geek in college--having a double major in Physics and Philosophy will do that to you.  One of the seminal works in the field is Thomas Kuhn's The Structure of Scientific Revolution...
Posted In: BPM | Tags: Business Process Management, Business Transformation, Business Technology, Transformation, Revolution

Why isn't there more BPM in the Contact Center?

Sep 28 2009 | Author: Don Schuerman
I met recently with a major US bank that has achieved some successful process deployments with a non-Pega BPM solution.  They have embraced a process-centric approach to development and are able to deliver rapid, iterative projects based on...
Posted In: BPM, CRM | Tags: CRM & Customer Experience, Customer Interaction

The Hunt for the "Universal Device"

Sep 10 2009 | Author: Don Schuerman
Farhad Manjoo has a new article today at Slate on the trend towards "universal" devices.  No consumer (or corporation) is happy to buy or produce just an MP3 player.  Instead those devices bring in more functions (cameras, voice recorders, mail ...
Tags: Business Process Management, Business Technology, BRE, Unified

Understanding "Intent-Driven"

Jul 24 2009 | Author: Don Schuerman
Customers often ask me to explain the concept of an "intent-driven" application.   Watching the ongoing health care debate, I'm reminded of the difference between a form-based, incident-driven solution and an "intent-driven" one. ...
Posted In: BPM | Tags: Case Management, Compliance

What's Wrong with Traditional Development?

Jul 23 2009 | Author: Don Schuerman
A customer recently asked why they should choose a BPM approach like ours over a pure Java-based solution. I think it boils down to a few key factors. A lot of customers I work with chose our BPM over traditional, code-based development.  While ou...
Posted In: BPM | Tags: Automate, Business Technology
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