When organizations are trying to achieve digital transformation, failing to automate operational processes can be the downfall to success. Errors in seemingly minor or simple tasks such as scheduling, warranty checking, and pricing can have a lasting effect on customer experience. If these processes are broken or require manual work, organizations can be forced to devote unnecessary time and money in order to remedy the situation and keep the processes moving forward. In order to become a digital leader, an enterprise must automate operational processes so that employees can focus on tasks that drive the business forward such as creating a personalized customer experience, improving products, and testing new processes. In order to effectively automate operational processes, enterprises need both business process management (BPM) and digital process automation (DPA).
BPM platforms have an extensive feature set, are highly customizable and extendible, and are typically used to manage processes like loan underwriting in banking and claim processing in insurance. These platforms are geared towards the Center of Excellence/Software Developer users.
DPA platforms, on the other hand, have a good enough feature set with enough process functionalities that those without a development background are able to solve business problems but aren’t constrained by the need for IT. They are geared towards Business or Citizen Developers and are usually cloud-enabled for access on the go.
Automating processes using BPM is commonly meant to reduce cost, errors, and time required. BPM requires deep capabilities and IT involvement. While BPM is necessary for certain aspects of digital transformation, it is not the most logical solution for all aspects. When elevating customer experience, the need for business applications owned by business users grows, as well as the number of users that need access to those applications. This sort of use isn’t what BPM is built for, so relying on DPA is necessary.
DPA, which has emerged more recently, allows enterprises to empower business users — most familiar with the problems they want to solve and processes they want to automate — to create and manage business applications, while allowing IT leaders in application development and delivery (AD&D) to govern them and expand the applications with custom updates when necessary. This means AD&D staff isn’t bogged down with unnecessary requests and the business isn’t slowed down waiting for them. Because business users are empowered to solve problems on their own, it also means that there are more time and resources to allow for testing new ideas — encouraging innovation rather than hindering it. So, when combined with BPM you truly have the best of both worlds — each solution addresses different requirements necessary for digital transformation. According to Forrester1, “Both are valuable in automating operational processes, but they aren’t interchangeable.”
This combination of BPM and DPA is transforming how business and IT co-operate, but more importantly how digital businesses operate but is absolutely necessary for digital transformation. As Forrester1 puts it, “Without individualized, unbroken customer journeys, digital transformation is an illusion. The answer is massive process automation delivered in small increments, led by business people, reversing decades of AD&D practices.”
When BPM and DPA are executed through an overall strategy, businesses can truly thrive. Those most knowledgeable and skilled in their respective area are able to work efficiently without unnecessary restraints. Because TIBCO understands the importance of this combination running smoothly, we are excited to offer both BPM and DPA solutions. As the only company that offers both approaches without a one-size-fits-all offering and truly understands the different business needs, we look forward to the opportunity to enable our customers to become digital leaders.
See for yourself how TIBCO is helping customers achieve both BPM and DPA with our products!
1Refocus Process Automation To Rescue Your Digital Transformation: Mastering The Post-BPM World Of Digital Process Automation, by Rob Koplowitz and John R. Rymer, May 17, 2018