Human Process Management and Exception Handling
I read an interesting blog post by Ross Mayfield today on email overload. It mentioned something that I have been thinking about for a while – handling exceptions in structured processes (especially B2B). It had an interesting pointer to John Seely Brown and John Hagel’s book The Only Sustainable Edge that most employee time is not spent executing process, but handling exceptions to process. That meshes well with other things I have read and seen from experience.
The key point for me is that as process automation (through BPM and other applications) becomes more pervasive for standard processes, mechanisms to support human handling of exceptions will become more and more important (since that is where employees spend their time) – which means Human Process Management will come to the forefront.