With the adoption of new tools and delivery models including software as a service, business process management is more accessible than ever to business stakeholders. When adopted as a program, this new access to BPM is likely to expand rapidly across the organization and beyond traditional boundaries. Failure to support BPM at a department or higher level, however, will result in employees taking matters into their own hands without proper security or governance – something is clearly happening already.
Web 2.0 and social tools have already found their way into collaborative business processes through Google or Zoho documents online. Customer interactions are now commonly addressed outside the enterprise architecture in tweets and Facebook pages.
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