ISIS Papyrus Software

Efficiency in High-Level Expert Performance

In benefits on December 15, 2011 at 5:42 am

As high-level and high-value interactive work becomes more and more prevalent in customer-facing and service-oriented organizations so does the question of how IT can improve the efficiency of such work. It is clear that most related activity is closely tied to human perception, knowledge, and interaction and therefore a solution must be centered around human issues rather than abstract concepts such as process models or workflow charts.

A key to it lies in determining how experts perform in real-world situations with an urgent need for decision-making under severe limitations like tight time frames for resolution. It has been ascertained that the recognition of certain patterns based on prior knowledge plays a major part in such tasks and way sidelines strategies like planning ahead. This is yet another indicator that IT has to support businesses and users in different ways than the commonly prevailing command-and-control logic.

This is exactly why the technology concept and the vision behind the Papyrus Adaptive Case Management Platform focus on the human aspects of IT. Instead of forcing users into predefined process flows Papyrus ACM gives them full transparency to see why they need to do certain things to meet specific targets and provides them with the flexibility to adapt their processes during execution according to their expertise. The ability to make instant decisions based on real-time access to data and communications is a prerequisite for both efficient and effective interaction and collaboration. Businesses in turn profit from this sort of empowerment because they save on bureaucratic control overhead and gain on customer outcomes as ultimate benchmark for business value.

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