Customers Say the Darnedest Things

At yesterday's lunch presentation at the Gartner BPM Summit in Washington DC, Alan Trefler (CEO of Pegasystems) discussed how it's necessary - and possible - to put business process management right in the hands of the business users and let them do it themselves. There will be some IT architectural oversight and support, of course, but you just have to convince the users, Tom Sawyer-like, that they really want to paint this fence.I was sitting beside the BPM architect from one of Pega's customers, and at the end of the talk I turned to him and asked "Do your business users do this?" His response: "Oh, hell, no!"

We still have a ways to go on this issue...At yesterday's lunch presentation at the Gartner BPM Summit in Washington DC, Alan Trefler (CEO of Pegasystems) discussed how it's possible to put business process management right in the hands of business users. There will be some IT oversight and support, of course, but you just have to convince the users, Tom Sawyer-like, that they really want to paint this fence...