Bertrand Duperrin's Library tagged exception → View Popular, Search in Google

Jan

2012

tibbr 3.5 turns the world into interactive post-its

"Tibbr released version 3.5 to the public today in Palo Alto California, 9 AM Pacific time. I got a solo preview yesterday and I was impressed by it – as usual I’d say.
“In twelve months since launch, tibbr has been deployed to hundreds of thousands of employees across global enterprises, who can now use tibbr to unify people, data and businesses processes to get work done”"

www.cloudave.com/...orld-into-interactive-post-its

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tibbr tibo enterprisesocialsoftware process socialnetwork vendors exception tibbrGEO augmentedreality

tibbr brings back the balance in our lives: after decades of automation and computerisation, some, if not most, of us have become slaves to the machine, walking the last mile from rule-based machines to exception-based humans
The fact that tibbr cut out the middle man, the data entry clerk, by enabling people to follow and directly subscribe to events themselves – people could pick the low-hanging fruits again
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- tibbr’s new feature would have come in handy: tibbr GEO. In the example above, you’d simply subscribe to your points of interest, e.g. grocery, bakery and the beer section, hold up your mobile in front of you and let the augmented reality guide you through the store
- Of course that would mean that everyone goes out and gets tibbr. I’m sure tibbr wouldn’t mind that, but that does mean that tibbr has to be really device- and platform-agnostic, and stay that way.

Jul

2011

Why Exception Handling Should be the Rule

"n the world of work, we encounter three primary tasks:

First, there are many processes that are, in fact, repeatable in the enterprise. Some examples: how we process orders, how we assemble products, how we deliver products to end customers.
Second, project work where the overall steps are repeatable but the ingredients are not. Examples: product development, managing marketing campaigns, executing a sale and the like.
Then there are those that aren’t exactly predictable: A question a prospect or customer may have before making a purchase decisions, a complex product that has customizable/subjective uses or accessories that work better with certain models. These come in both transactive/process as well as project flavors and almost always show up unannounced. "

www.pretzellogic.org/...on-handling-should-be-the-rule

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predictabiliy processes exception problemsolving customersatisfaction PR customer

But as to the third, the sheer impracticality of channeling exceptions in any scalable way to get the right answers has plagued organizations for ever
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- Each exception requires a different set of experts or problem owners, some known but most unknown, and often spread across a global footprint at large organizations.
- Exceptions maybe just that – stuff that happens less frequently. But the mistake we often inadvertently make is equating lesser frequency to relatively lesser criticality in terms of loss or risk.
- So why is it then, that we pay more attention to facilitating repeatable process, over exception handling
- Customers certainly need more judgment from us. But the answer won’t come from values alone. That’s just dreamy stuff and an expensive change management bill if the pipes don’t exist to channel those values
- It’s, in fact, the lack of internal wiring of people (as opposed to systems) across our organizations that’s the core problem.
- Look, collaboration is not the answer to every problem. But by the same token, I’m more convinced everyday that the unwavering belief in the notion that there is 100% repeatability in most processes is grossly overestimated and even downright dangerous.
- ’ve long said that what rigid process systems are missing is a giant Discuss button that sits right between Submit and Cancel buttons that govern what in reality is not a very black and white day in the office

Mar

2011

Social Software for Business Performance

"Social software has unique capabilities to address current operating challenges and improve operating metrics. To capture this value, however, companies will need to more systematically assess the operating metrics that have the greatest potential to move the needle and then strategically deploy social software to ensure near-term performance impact with modest investment."

www.deloitte.com/...socialsoftware

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enterprise2.0 socialsoftware adoption performance businessperformance strategy deloitte report exception

Profound changes are underway. The current technologies support standard business processes but fail to support the dynamic informal communications needed for resolving exceptions
Focusing on adoption is a dead-end strategy. Adoption metrics have not historically addressed what matters most to employees, managers or executives. As long as adoption is the primary measure of success, resistance, at all levels, will likely block successful social software deployment.
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- Companies must be strategic. Social software, applied against the problem of exception handling, can directly and measurably impact operating metrics and improve business performance.
- Companies must be decisive. Too often, companies implement social software without clear business objectives or a strategy for moving the needle on organizational performance.

Jul

2008

Enterprise 2.0 enables business agility

But the world isn’t like that - it can be risky and unpredictable, and, whilst you do need systems and processes, you need to be able to account for the exceptions - which often happen more often than you think. The irony is, as SOA-type systems handle processes more and more effectively, it means that people have less to do with processes, and therefore get more involved with exceptions. The more processes get standardised the more costly exceptions become as a percentage of operating expense. Customer requirements, supply problems, pricing can move incredibly quickly, and an SOA architecture isn’t going to help you when the problem is not knowing who to call.
[...]
From a technology point of view, employees need the social software tools required to resolve exceptions, and to disseminate the tacit knowledge that goes hand in hand with exception handling throughout the enterprise. You need to be able to quickly find the veteran who knows exactly what to do when a particular supplier drops the ball and you need to bypass standard procurement in order to meet a customer’s expectations. Once found, the resolution to that exception needs to be captured in a way that it can be found long after the veteran has retired.

jonmell.co.uk/se-20-enables-business-agility

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SOA exception knowledge expertise tacitknowledge process