What's New in Operational Decision Management?
cheryl wilson 270003VHSH firstname.lastname@example.org |
0 Comments | 2,430 Visits
In addition to these two key product enhancements, there are several additional feature enhancements related to collaboration, integration and search capabilities.
Perhaps the bigger news for IBM ODM v8.5 is its critical role in enabling Smarter Process. Smarter Process, announced at Impact, is IBM’s software and services approach for driving customer-centricity into your day-to-day business operations. It’s an approach that starts with an industry lens, focusing on key customer-facing processes. It leverages BPM, ODM, Case Management and Analytics technologies to make your core processes smarter, enabling your organizations to take advantage of the new Social and Mobile capabilities available to your customers.
Smarter Process is in response to four disruptive forces that are propelling businesses to reinvent their processes so that they’re easier to do business with:
We’ve mentioned this notion before as it relates to Operational Decision Management: A business is only as good as the day-to-day operational decisions experienced by its customers. A business is really only as good as the business processes and decisions experienced by its customers. In other words, if you’re easy to do business with, you have processes and decisions that are designed from the customer’s perspective. For example, for insurance companies, it’s the difference between designing a business process from a claims processing perspective or from the claimant’s perspective. If you design the process from the customer’s perspective, it will be simpler, quicker and more likely to provoke loyalty.
“80% of consumers are more likely to recommend a brand because it provides a simpler experience.” -- Global Brand Simplicity Index, 2012, Siegel and Gale
Stay tuned for subsequent posts highlighting customers who are taking the lead on driving customer-centricity into their day-to-day business operations to the satisfaction of their customers and growth of their bottom line.