ISIS Papyrus Software

Flaws of Flowcharting in High-Skill Processes

In general on November 5, 2010 at 9:31 am

Traditional BPM still tries to describe human activity in a simplified Tayloristic way: as a sequence of isolated actions or tasks. But human activity is far from being sequential and so are the activities in a modern service and customer driven business environment. Human activity is a complex pattern of interaction and decision-making and as such resembles the tasks of highly skilled workers, often referred to as knowledge workers.

What these kinds of workers need to support their daily tasks is not a prescriptive sequential order to follow on an if/then basis. They rather need transparency so as to know why they need to do what plus transparent real-time access to information and the related business context to subsequently use their skills to accomplish business goals.

If we imagine to use two-dimensional flowcharts in the automation of only such an apparently trivial human activity as road traffic that would be quite ridiculous as they just cannot cope. Why should they be able to cope with the even more unstructured complexity of human interaction, business communication, data, information, and content in the context of business processes? That’s where a holistic approach like Papyrus Adaptive Case Management (ACM) comes into play. Instead of fastening business users into the straightjacket of predefined process flows it puts them into the driving seat of their processes within the traffic rules laid out by the business and allows them to intervene as required to safely reach their destination in the form of business goals.

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