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Mixing Social Software with Business Processes
1. Mixing Business processes
& Social software
By Gaurab Banerji
Collaboration Strategist
Tibco Software Singapore
2. Where
to start
a social platform
rollout in your organization
and how?
3. unlike other business software, where users
usually see immediate results,
social software requires users
time, effort
to contribute
& meaningful content
to produce value
5. Use Cases : layers of abstraction
Least Abstract Client / Project / Focused
Product specific Communication
Department specific
Cross Department
Knowledge
Most Abstract General business sharing
6. a common mistake:
Starting with very abstract use cases
at a broad, general level
• Users do not have a clear direction on
how to contribute or use the platform
• These contributions go beyond their daily
duties and responsibilities which users
generally don’t have time for
• Senior managers are likely not to
participate
• Users Lack incentive to contribute as
value is often uncertain
8. so how
do you create
immediate value
in such a platform?
9. a better approach: start
at the core
• Start adoption at the core where abstraction is at its
lowest level
• Identify simple, frequently used business processes that
can be ported into the platform
• Engage senior managers and business champions to
drive the processes in the platform with users
10. define intra-group and
inter-group
business processes
to focus on
11. Intra-group
business processes
Product Marketing Sales /
Development Front Lines
Ideation, proje
Campaign Targets, sales
ct
planning, strategy,
planning, issue
creative, opportunities
resolution, dev
media, customer
elopment
strategy feedback,
updates
12. Inter-group
business processes
Product Marketing Sales /
Development Front Lines
Product
Customer
updates, releas
feedback, cam
e
paigns, policies
plans, feedbac
, plans
k
16. the result:
• Users know how and what to contribute during early days
• Sustainable content is created without the need to go
beyond everyday activities and busy schedules
• Users see immediate value through effective
communication
• Engagement occurs at all levels
• Adoption starts spreading immediately as more teams start
to port business processes to tibbr
• Inter-group uses cases start to develop
• Longer term value emerges as content builds up and
peripheral use cases develop
17. viral adoption:
Human
Finance
Resources
Product Sales /
Marketing Front Lines
Dev
18. customer example: wholesale banking
customer relationships are key to the business
how tibbr helped RM’s with social client management:
1. Initial focus was purely on client collaboration
2. dedicated client subjects made it easy for all team
members to collaborate on client accounts
3. RMs gain insight from work done with other clients as
well as leverage the entire network of RMs
4. faster deal flow and better service
20. customer example: shipping (OOCL)
shipping delays are very costly.
how tibbr helped the exception handling process:
1. shipping system triggers delay event into tibbr with details
2. all parties involved receive alert and start resolving the
issue through discussions in tibbr
3. exception handling is speeded up saving all parties
thousands of dollars
21. Where
to start
a social platform
rollout in your organization
and how?
22. recap:
1. Identify groups which require better collaboration
2. Define core business processes and communications
in the form of use cases at the intra group level
3. Gain senior management buy-in to drive use cases in
the platform
4. Expand use cases to cover inter-group processes
5. Integrate external system data to drive deeper
business processes and use cases to apply structure
6. Expand usage to more peripheral knowledge sharing
use cases
23. Thank You
Q&A
By Gaurab Banerji
Collaboration Strategist
Tibco Software Singapore
Notas del editor
There are many questions to be asked when implementing ESS (Enterprise social software)Let’s analyze some of the characteristics of Social platform and how they can pose challenges to organizations
A big challenge is to get users to commit to using such a platformMomentum of users is key to get adoption
This is where you need to think about what kind of structure you would like to put in place and how you want to derive value from itWhich are some of the areas in your business that need better collaboration and communication
Processes / collaboration usually done through emails, meetings, custom tools / applications
These are the collaboration points which usually require cultivation – weak in most organizations
Pick the use cases / business processes that people do very regularly on a daily basisAreas in which they have challengesStart with 2 or 3 simple processes – loosely referring to regular activities / tasks that people follow on a regular basis Informal processes
Informal business processes can be adopted easilyContent that is developed by team members can be shared regularly with broader group of peopleNo additional knowledge sharing is required initially – through regular conversations, knowledge will emerge within the vertical
Today’s enterprise -Many processes are loosely defined across verticalsInter department knowledge sharing is usually very weak within most organizations – this is where a ESS can really help with discovery of informationIdentifying collaboration areas and informal processes actually help drive desired behaviour across teamsStronger knowledge sharing is developed when both teams collaborate effectively in the desired spaces
Eventually this is what the enterprise will look like with full adoptionCross vertical collaboration points and knowledge sharing
New processes can emerge using tibbr – eg: Searching for new deal structure type. Previously it was up to the RM’s personal network
Some better networking platforms have the capability for integrating events from external systems – tibbr especiallyEG: SAP, SF, Oracle and othersEvent data flow into tibbr and the necessary people can collaborate around this information to complete important business workflows effectively
Hopefully now you have a better understanding of how to answer this critical questionThe important thing is to plan a strategy around the rollout based on the points mentioned earlierLet’s recap on some of the main points…