Business Process 21C: The Jackhammer Tales

suitOver the past few months I’ve begun to reflect upon how I arrived here at the intersection of process and innovation in the Enterprise.  It occurred to me that everything I learned as a researcher, a writer, and an industry observer in the services provider space  (my pre-Internet career) now had great bearing on what I was seeing in the Enterprise as a result of the pace of disruptive technologies impacting the market.  The question that kept re-emerging for me was: how are rigidly defined business processes that were hammered out in the 90s reconfiguring to adapt to better, faster, more efficient ways of meeting customer needs?  Even more puzzling is, if my friend Josh’s old joke is correct, “SAP is like pouring concrete into a company,” how are large enterprises dismantling foundational ERP systems to include disruptive technologies?  After all, no 21st Century business can stand to stay frozen in the past.  Even SAP itself is retooling to provide greater flexibility and real-time actions and insights with its HANA in-memory database and its JAM social platform.

This big question has been vexing me for a while, so I asked my friend and fellow Enterprise Irregular, Phil Fersht at HfS Research, if he’d be interested in an exploratory study to see how BPO providers and consultants are responding to new advances in mobile, social, the Internet of things– all new capabilities that were not present when the majority of institutional business processes were “cemented” into the Enterprise. I’ve seen evidence of several companies who’ve been introducing social, in particular, to provide greater value to customers.  Of course, some of the best examples are coming from platform vendors themselves such as this post, “Enterprise Social is about Business Process Redesign”  by CEO  at Socialtext.  But, I’ve seen other examples such as Deloitte’s work in this area explained in this post, “Social Reengineering by Design,” and even examples about how large consulting firms are changing their own internal processes as a result of new ways of working, as evidenced by this post, “Spark – taking Collaboration and Corporate Social Networking to a new Level at PwC.”   Luckily, Phil agreed this is an area definitely worth pursuing, so we’ve kicked the study off this week.  We’re compiling data and hope to publish results in the early May timeframe.

I’m really happy to be working in this area that combines my long history of covering the traditional outsourcing sector with my area of interest for this current iteration of my career in next generation technologies.  Phil has done an amazing job with HfS Research, too, so I’m proud to be contributing to their strong brand in the market.  HfS was recently named one of the leading analyst firms in a formidable field of competitors.  Last week, I paid a visit to my longtime business advisor Mort Meyersen, who is an icon in the outsourcing field having helped build EDS and then Perot Systems.  It feels good to be back among old friends, mashing up what I’ve been learning from new friends.

I will be working hard on this study for the next few months, but also working on the startup we announced a few weeks ago, Change Agents Worldwide.  So, busy, busy, but really having fun.  Hope to see some of you at SXSW, but I will be hunkered down and only getting out to a few of the evening events.  Please keep up with me on Foursquare if you’d like to connect while you’re here in Austin.

What’s Your Story?

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Every social graph tells a story.  In this sweeping visualization of nodes and connections, you can see the shape of my career history and relationships.  This imprint of my LinkedIn social network was generated yesterday. You can see how new contacts and interrelationships jettisoned off from my base when I started to work at 7Summits.  You can also see  how one person in my network connected two clusters. You can also see how some of my “Austin” friends are also “Dachis Group” friends.  The LinkedIn Maps tool will show you who is most influential in your network and how their connections overlap with yours.  Definitely worth a download and a journey into your own path.

I have been invited to speak to an upper level undergraduate class at UT Austin,  The associate professor is Dr. Jeffrey Treem teaches a course called, “Social Media and Organizations.” Among other things, I plan to talk to the students about the vital role our network plays in our career. It can serve as the very foundation of our success.  Regardless of the company or the organization you are affiliated with at any moment, the real value in your work experience comes from the relationships you form.  The reciprocal trust and value exchange you negotiate with each and every node in your network is the real asset of your career.  Sure – credentials, knowledge, performance, achievements – all matter a great deal, but they pale in comparison to the power of your own personal network.  Think carefully about your most significant career changes, chances are someone you know played an assist in your move.

I’ve always been fascinated with Social Network Analysis to draw conclusions and make predictions about organizational performance.  The science is there, and I know that some of the larger social collaboration and community platform companies are doing impressive work in this area.  Michael Wu, Chief Scientist at Lithium, is one of the more interesting veteran researchers to talk to on this subject.  He has been applying social sciences and large-scale network analysis techniques to make actionable observations and predictions for the benefit of Lithium’s many customers for years.  I know that Jive has expertise and some ongoing work in this area too.  David Gutelius, whose company Proxima was acquired by Jive, is a lead in this area for Jive.   While I was at IBM Connect last month, I saw a number of experimental research projects showcased in IBM’s Innovation Lab.  Several of them held a great deal of promise.  For instance, Community Player analyses how a certain event or community member influences behavior in a network.  Community Player is being developed by researchers at IBM Research in Haifa.  It originated as part of the EU-FPZ project ROBUST.  System U focuses on exploring computational discovery of people’s intrinsic traits from the traces they leave on social media.  The project focuses on profiling customers as individuals, yet on a very large scale.  This research is being done at IBM Research – Almaden.  And something that a few of us have been kicking around for a while is being explored at IBM called Work Marketplace.  It’s a concept around crowdsourcing your network for work and projects.

Dr. Treem and his academic colleagues are working on studying this area.  I’m really looking forward to diving into this more and learning as much as I can about the current state of this sort of organizational science.  If you have sources (academic and commercial) on how SNA is being applied in enterprise networks, please let me know.  It’s a key area that holds tremendous promise.

 

 

 

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Opal Targets Enterprise with Purpose-Driven Social Apps

opal-brainstormEnterprise platform startup Opal Labs wants to make Enterprise work more like a consumer experience.  The Portland-based startup launched officially in October 2012.  The founders had previously founded a digital agency, We the Media, where they served very large Enterprise clients.  The exposure to Enterprise enabled the team to work closely with a flagship customer to create its first market-ready app.  Opal Brainstorms was designed to enable workforce professionals to contribute unique ideas and collaborate on problem-solving. Completely SaaS-driven with a simple signup, employees and partners can get started in minutes.  Built with user experience in mind, the Brainstorms app is elegantly designed with a Pinterest look and feel.

I stumbled upon Opal because the company recently teamed up with TEDxAustin to enable participants, partners, speakers, and the public to engage in conversations around this year’s event which took place this past weekend.  George Huff, Opal Labs CEO and co-founder, spoke to me last week about the company.  I asked him, “Why Enterprise?”  He responded, “I want a business model that isn’t advertising.  We started in Enterprise, and that’s what we know.  We know we can have so much impact there– and we want to have impact.”  Huff recognizes that just like cash flow is critical to a successful business, “idea flow” will secure its future.  He wanted to key into the ideas and problems every company faces.  He asks, “Who has problems in a business?”  The answer, of course, is “everyone.”

Opal Labs is 100% bootstrapped with about a dozen employees. Huff says they have been making money for about a year with a solid portfolio of large enterprise clients.  The company headquarters are in Portland and has a London-based subsidiary that serves a flagship client: ARUP.   Pricing for Opal Brainstorms is $10/user/month with an annual contract, but the company will negotiate larger scale enterprise license agreements.

I’m looking forward to watching this company grow.  With HTML5 and superb design skills, there is no limit to the problems Opal can start addressing in large Enterprise.  You can find Huff on AngelList, Twitter, and LinkedIn.

 

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Going Rogue: Taking a Leap of Faith – in Humanity, the Social Web, and the Brilliance of Marshall Kirkpatrick

So, I’m alone again, naturally.*

I have been letting friends know over the past few weeks that I resigned from my incredibly great new position at 7Summits.  It was not them; it was me.  The more I got into the thick of the work, I realized I am far too independent for a real day job.  The past few “jobs” I’ve had at nGenera (now Moxie) and even with Dachis Group via the Social Business Council enabled me to work independently, tracking the market and educating the non-believers.  This is the real work that I love.  Although the affection for all things social is chilly these days, I believe in the market phenomenon more than ever.  I’ve been extremely fortunate to bear witness to some of the mind-blowing step changes that have taken place organizationally in some of the largest enterprises  in the world.  Yes, the pressure is on to deliver shareholder (and institutional) value, but the Trojan mice have been unleashed.  There is no turning back.  The benefits of the social revolution inside enterprises will deliver all the benefits my curmudgeonly EI brethren are seeking, as well as mine for making life on the planet better.  Like my friend Sameer says,

So, I may be racing (slowly) on a different track, but all lanes lead to the promised land that early “2.0 evangelists” were originally so pumped up about.  I know many who still are, in fact.  The passion around doing this has just taken on a more mature, more focused pragmatism.  Yet, I urge you, dear reader, to do a little soul-searching like I did over the holidays.  Do some reading on the Aaron Swartz tragedy.  It sobered me up and realigned my priorities.  Is it so wrong to want to change the world?  I don’t think so.

The good news is I can rest on a big data set of evidence that supports my ability to influence the conversation on what is happening in Social Business. (More on the #socbiz label in another post).  When I was interviewing to work with RWW (another gig that was just not for me), I met with Marshall Kirkpatrick at SXSW in 2009.  Sitting at a table in the noisy Austin Convention Center, he showed me a brilliant software tool that he developed to help him uncover who the influencers are in any category. Presumably, he used this to do his world-class reporting.  I remember being slightly afraid of him, but also in awe.  When Marshall finally left RWW last year, he put plans in place to launch Little Bird.  Little Bird is a powerful social media tool that identifies the “experts that most experts trust.”  He’s received great press coverage and VC backing from Mark Cuban.  The tool is really powerful and I urge anyone trying to find category influencers to sign up for the free trial.

As it turns out, according to Marshall’s algorithm, I’m the “expert” that most experts trust in Social Business.  I occupy the #1 position among the top 500 insiders on Social Business. Now, before everyone unfollows me on Twitter, I’ll qualify that by saying, what Little Bird does is something analogous to Google page rank.  It’s not that I’m the brainiest or most knowledgeable person in Social Business, it means that the most knowledgeable and brainy experts in Social Business are connected to me.  And there are a lot of them!  I celebrate every expert in this category and wish only for continued success of everyone in the space.  That actually includes the vendors.  Hence, you can see why I feel the need to maintain an independent voice in the market.

So, after I slogged through my soul-searching exercise over the holidays, I decided to put my science-based faith in the social web with its labyrinth of interesting nodes to ensure I won’t starve as I set out to be an independent blogger/researcher/advisor/solopreneur again.  I am looking at  a few interesting projects – one that is not even squarely in the social business space, but has a lot of appeal to me as a researcher in a bustling vertical market undergoing a lot of innovation.  I’m also working on the business plan for a startup that has me simply jazzed.  But, in the meantime, I need to pay the bills.  I’m openly accepting all offers for project work in my sweet spot.  I’m particularly interested in case studies and interesting stories about how social technologies are being applied to create big changes in the enterprise.

Finally, The ITSinsider blog will once again be tracking new players, technologies, and developments in the biz too.  I hope you wish me well, and that you too come around to #myPOV which is, of course, to #changetheworldFTW.  🙂

 

*How alone am I really?  LinkedIn tells me I am connected to 14,673,066+ professionals and 41,500 new people since Monday.  If I can’t find project work, then this whole social thang is a cruel ruse.  The odds are against it.  

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That Sound You’re Not Hearing in Your Business Could Be Fatal.

If we’ve learned anything over these past six, going on seven years of covering the internal social collaboration sector, it’s that the social web has become a catalyst for intellectual curiosity.

folon

“Fools,” said I, “You do not know.
Silence like a cancer grows.”   Simon and Garfunkel

 

If we’ve learned anything over these past six, going on seven years of covering the internal social collaboration sector, it’s that the social web has become a catalyst for intellectual curiosity. Tribes are forming everywhere with the growing popularity of niche sub-groups from LinkedIn to Google Communities. As quickly as you can say “add me,” this socially savvy collective is connecting, learning, and sharing with effortless, timeless ease. In other words, the long tail of interesting projects and topics is attracting talent to shared interest groups with like-minded professionals every moment around the social globe.

The future of the enterprise is already here albeit unevenly distributed in blossoms of network connections.  What are not unevenly distributed, are the individuals that “get” social collaboration and new modes of working. Small networks of professionals have always been present in the business world, but what’s different in the social era is the degree to which strong bonds and real relationships are forged on a foundation of meritocracy and reciprocal trust.  Not only do we know who you are, we observe your behavior in the network, and make judgments about your contributions and motives.  And absent an economic incentive to work together, individuals are sharing for the sheer pleasure of learning and teaching.

With a healthy, organic socio-collaborative corporate philosophy and pleasing UX platforms to foster it, talent will not stray outside the corporate walls for intellectual stimulation.  The corporate town hall will be buzzing with ideas and positive energy.  But, if your internal network is deathly quiet, or worse – non-existent, you can count the hours before your best performing future-worker talent connects itself to that outside world permanently, leaving you wondering why you didn’t see the big shift soon enough to make the change that could save your company.

The key to keeping your talent in-house and focused on organizational goals is to ensure the company’s mission is in sync with individual passions and interests. Command and control has been rendered obsolete in a galaxy of independent thinkers. It can putter on in the short term, but will never survive the long term.

I was poring over the lengthy back and forth between Nick Carr and Clay Shirky over the future of the book publishing industry a few weeks ago. At the same time, I stumbled upon this timeless piece by Boston Consulting Group founder Bruce Henderson about the difficulty of effecting change in a large organization.  PUB DATE: 1968   Henderson points out there are predominantly three dependent reasons why companies fail to change and ultimately fail altogether:  executive management doesn’t recognize or believe there is a fundamental shift underway important enough to affect the business, leadership doesn’t champion the change, and by the time they figure it out, it’s too late. In the final analysis, what hit me like a ton of Blockbuster brick and mortars is how foolish it will be for large enterprises to reject the premise (and practice) of social collaboration.  In the same way that media content is being re-purposed, repackaged, and re-distributed, so it will be for the knowledge assets of knowledge workers.  The degree to which executive management can recognize these important trends and retain its intellectual capital will be key to managing the shift.

Bonus:  A recent study by the CEB links healthy collaboration to breakthrough performance. 

Fracking for Value in the Enterprise

This year in 2012, now that Jive customers are relatively comfortable working in this new way, Jive is pushing customers further and helping them discover the business value buried in their organization that can be extracted. It’s kind of like fracking in the bedrock of the enterprise for stored value.

Finally getting around to publishing some thoughts from JiveWorld 2012.  Jive has always been a leader in pushing the hot buttons on social.  In the beginning, at JiveWorld’s inaugural event, the theme was decidedly about educating the market to “think different” and ingrain a social orientation toward reinventing work and customer outreach.  The market actually needed a lot of hype to get some lift in the early days.  Jive set a high bar on energizing its early adopter customer base.

I wrote then, in 2009:

It takes a startup like Jive to inject innovation, creativity, passion, and excitement to this sector.  Jive is releasing a ground-breaking set of features that will set a new high bar for excellence in the category.  I’m certain the tech bloggers will cover the announcements in depth, but in brief, Jive is announcing an iPhone app (plus an email-driven enriched BlackBerry experience), very slick MS Office integration, and a bridging capability that will unite internal and external communities.  All this in addition to the series of announcements Jive made previously that include social media monitoring and a SharePoint connector.

What’s significant about the Jive announcements is the company’s commitment to releasing timely, innovative new capabilities in response to customer feedback and requests.  I’m here at JiveWorld, the company’s first customer event.  From the energy circulating in the crowd here, it’s obvious to me Jive is customer-driven and loyalty from Jive’s customers handily delivers repeat revenue as well as product improvements.

Jive’s ability to manage the books, pay careful attention to its user base, invest in educating its partners and employees, rationally identify its target market, as well as manage its growth effectively squarely positions the company uniquely from other startup competitors in the space.  Further, it accentuates the advantage startups have over the large enterprise vendors where releases are timed in years, not months.

This year in 2012, now that Jive customers are relatively comfortable working in this new way, Jive is pushing customers further and helping them discover the business value buried in their organization that can be extracted.  It’s kind of like fracking in the bedrock of the enterprise for stored value.  Chris Morace, Jive Chief Strategy Officer, calls it finding the “money laying around” in your organization when you start viewing your organization in a modern way and start using social technology strategically.  With the 6.0 release, the Jive platform itself is morphing into a dynamic institutional intelligence engine that “knows” you and can help you improve your job performance. This is the kind of education and innovation that marks the next stage of evolution in social business transformation. The company has published a guidebook for customers on Business Value with over two dozen specific examples of how Jive customers are realizing hard dollar savings, productivity gains, improved outcomes, and accelerated outcomes.

It occurred to me during the conference that Jive is the real deal on this and way ahead of the social brat pack of competitors pushing into the space.  In the end, it will be great to see all social platform vendors educating customers on where and how to apply social for business advantage, but so many of them are still where Jive was a few years ago relative to basic evangelism and market education.

Value case – Teletech

That said, I picked up on a case study that interested me from my fellow Enterprise Irregular compadre Esteban Kolsky’s panel on “Approaching Customer Service from the Customer’s Point of View.”  It was a comment made during the opening remarks by panelist Lamont Exeter, Executive Director at TeleTech. He said that working socially had actually enabled the company to change a business process that led to a vast improvement in how they handle their escalation process on customer trouble tickets. Considering TeleTech is a the leading business process outsourcing provider of technology-enabled customer experience solutions, I found this to be not a trivial remark. For years, I’ve been pointing out that the opportunity in social is to improve outdated business processes that were originally designed for the industrial age. “Socializing” existing business processes will only get us partially to the potential results inherent in a true social business transformation.  This is exemplified in the TeleTech case.

I followed up later with Exeter, and he explained in detail the business process improvement he mentioned on the panel. A singular changed process resulted in several gains for a TeleTech client. In the old way of doing things, a customer would call with an issue. If a process or procedure change was required , the associate would send an email or manual spreadsheet report and a team leader would open up a ticket.  Then, IT  or a subject matter expert (SME) would either fix the issue and close the ticket or close a ticket without communicating the reason back to the associate.  It generally took about 5 days, on average, to move through trouble tickets and in neither case would feedback be provided to the associate who initiated the ticket. This resulted in associates feeling as though they were not “heard” or valued.

Now, with TeleTech’s Iris community (powered by Jive), frontline employees can comment on a process and the SME is immediately notified – cutting out all those time-consuming steps.  The SME gets a notification from the frontline team and has 24 hours to reply. The official new time to resolution has been slashed to 17 hours and 43 minutes – a 567% decrease!  The process has a transparent gamification element that motivates employees to close out tickets as fast as possible too.  In addition,  the client cut eighty-eight percent of their ticket reworks because everyone sees the same problem and common answers are available on the community.  It’s internal “crowd sourcing.” The time saved on this resolution efficiency enabled the client  to reassign thirty-three percent of its staff to more productive work, further saving the client labor costs.  By changing this process, TeleTech increased customer satisfaction, saved on labor costs, and now has one of the most competitive low in-bound call volume records in its industry.

Another interesting aspect of the TeleTech case study is the deliberate integration of Jive with 8 different technology platforms including Bunchball (for gamification), leading CRM systems, a learning management system, an employee performance system, and a micro-learning tool.  This myth-busts the notion that all social platforms are islands of irrelevance.  The smartest companies are way ahead on the integration curve and weaving social into the corporate enterprise stack by clever use of API integration and other web services.

All told, the conference was great for all the right reasons.  It was pure pleasure to talk to Jive customers at our 7Summits booth on the exhibit floor, learn from the presenters, and indulge in the hyper-networking that goes on at industry events.  I look forward to continuing to expose the business value cases I’m uncovering with our clients.  Some of them, frankly, are blowing my mind.  For a better understanding of how 7Summits approaches unlocking the value in enterprise by retooling business processes for social, see this introductory presentation by R.J. Reimers.