IV. The Outcome - From Data to Process Revisited
B. From Data to Process - Revisited
1. With the increasing power of today's CPUs and the cost of memory and storage media
plumeting, the full advantage of the "brains" that already exist in the information
technology infrastructure can be utilized to make the system "smart" - aware of the
business intent and able to match it by optimally altering interactions. In other
words, business rules can guide the process.
2. Instead of the CSR having to go to disparate systems to get information, have the
system go and get the required pieces of data to build the informational response.
This is very similar to playing chess, and computers have been doing that for years.
3. By implementing "smart" systems across the business organization and uniting
previously isolated systems with automated, rules based processes, not only is
productivity improved, but also quality (customer service).
4. To reap these benefits, corporate information technology must change its focus from
data- to process-centric structures.
"A picture is worth a thousand words"