Two typical situations I remember:
1. Driving with my wife, on vacation, where she was frantically trying to understand the map, while I was stressed out, since our next exit might be the one, and the next one was 30 km ahead.
2. Coming well prepared with a Google Map's driving instruction, only to find out that at step 23 there was a roadblock, making the rest of the procedure unusable. (And the frustration that we saw beautiful other route possibilities, but were afraid to divert from our Google route).
Both situations show a remarkable similarity to the current support of IT-solutions for knowledge workers:
1. No process support at all, just data. IT solutions that are great at storing and providing information (system of record), but not helping to plan and coordinate activities. For the knowledge worker, this means that he or she needs to plan and coordinate actions with other means, such as e-mail, spreadsheets, notes, etc. And for managers it make it quite difficult to get an oversight of the work in progress (who does what, what is still ahead?)
2. Solutions that provide support for activities (systems of engagement), but only using a very rigid procedural template, that locks the knowledge worker in : current workflow solutions. For the knowledge worker, this often means: tweaking the workflow (filling in false data to get access to the right functionality later in the process) or turning to shadow systems for activity management, just to be able to serve the customer request correctly. Both choices lead to incorrect or incomplete management information for the manager.
Based on the projects we are doing for various customers, a new paradigm is dawning:
The navigator as metaphor for the modern process-driven knowledge worker IT-solutions!
- It provides real-time situational awareness (where are you? Where do you want to go? What are possible routes? Where are the traffic jams, possible roadblocks? What traffic (business) rules limit your choices?
- It provides goal-driven suggestions, but the knowledge worker can still decide to change route, and the system will re-establish other suggestions. It gives the right balance between standardization and freedom, driven by business policies
- It's easy to use
That's exactly what our Advanced Case Management solutions are providing: a navigator for goal-driven case handling.