The fundamental human benefit of the Web

As a follow up to the previous posting:

The Web empowers individuals to rapidly achieve innovations while reducing dependencies and removing barriers.

And while this may not encourage "team spirit," what it does do is free innovators, creators and thinkers to move at speeds previously unimagined. No longer constrained by middle managers who covet information as means of consolidating power; weighed down and slowed down by forced collaboration with mediocre performers (when was the last time you were in a brainstorming session where no one played devil's advocate and everyone offered real ideas and suggestions without fear of being ridiculed?); managed by superiors who either claim credit for efforts not their own or who claim vast improvements of quality by making trivial changes, the Web removes market boundaries, provides access to highly skilled but reasonably-priced resources, and allows for entire companies and brands to be built overnight merely by creating a well designed, thoughtful and information-rich online presence.

Now this may lead to more frequent job changes for these folks, expected or unexpected, but in the long run, a small price to pay for great leaps in innovation.

There is another risk — just because something is innovative is no guarantee that anyone will want it enough to pay for it. But I'll save that topic for another day.

The fundamental business benefit of the Web

It empowers the individual while reducing the burden on the enterprise.

Fundamental to the World Wide Web is the ability to provide anyone anywhere instant access to information, processes, tools and resources. This empowers individuals by helping them learn more quickly; think faster on their feet; improvise, improve and produce better results; and generally be more productive and self-sufficient.

And, while the same information, processes, tools and resources are accessed by many different people over time, the cost to the enterprise to define and disseminate occurs only once. And, once processes, information and resources are captured, organized and distributed, the enterprise can operate more efficiently — and more profitably.

Free the desktop!

While virtualization is all the rage, making your word processor, spreadsheet and other day-to-day tools “virtual” still ain't solving your big problem. While your TCO can certainly be brought down, you aren't going to get a corresponding or greater return on productivity.

A brief history:

In the beginning, the application or program was the primary point of entry for the user. Then, as users installed more and more applications on their desktops (which begat more and more files), the file became the primary means for entry – click the file and the OS generally knew which program to launch. Today, we are in a hybrid environment of desktop apps, network client/server apps, files and URLs/URIs that connect to networked or remote hosted applications. And lets not forget "the cloud."

The problem with the desktop is simply that it is the wrong metaphor for the distributed enterprise. And, as illustrated by the floppy disk that represents “save,” software companies are loath to change “learned” metaphors. Great leaps are only made by taking risks (or at the very least stepping outside your comfort zone).

So how do you build a better desktop? By reinventing how you interact with business content and business process. Business process can provide a crystal clear lens into the enterprise that reflects and communicates exactly what an employee could, should or must do.

Imagine:

No matter where you are, or what device you are using (laptop, smart phone, kiosk, toaster), you log into your “workspace,” where you see the processes and tasks that define your job. As each task is selected, the relevant content, regulations and policies, subject matter experts and yes, the software systems, are exposed. Clicking on any one of them links to, contacts, or logs you into that thing. You in turn print, download or upload work files, enter data and collaborate with peers.

Bottom line – while virtualization is not solving the productivity puzzle, it certainly does provide some critical, enabling pieces. But the rest, well, is yet to come.

The imperative to reinvent business process

Why am I so keen on the idea of reinventing business process?

Because an amazing thing happens when an enterprise's business processes leverage the distributed nature of the Web.

Productivity...increases.

Unfortunately, this is not what traditional business process methods, tools and techniques were created to enable. Originally, they were developed to do essentially two things – one, to analyze how an organization operates and determine areas for improvement (which might or might not have resulted in a technology implementation); and two, identify resource types and definitions so that database schemas could be designed. Thus the tools created to do this are generally expensive and complicated, with steep learning curves. And the result, or output of these tools are diagrams either too large and complex to comprehend, or so granular and precise that they fail to communicate any understanding of, or relationship to, the enterprise as a whole.

For an enterprise to see dramatic productivity gains, the tools to do so must be in the hands of, and usable by, the business user – the person actually doing the work.

So what about business process needs reinventing? Four things:

1. Anyone should be able to document, or model, a business process with little or no training.
   
2. Anyone should be able to use the result, or representation, of a documented process to navigate the tasks and activities that define their role within the organization.
   
3. The documented process should directly connect process activities to all relevant content.
   
4. Human interactions with a process should act as feedback into the process, either validating it or indicating areas for improvement.