Process Models and Use Case co-existence

In a break from the KM roll I’ve been on, I see that Craig at Better Projects has dipped his toes into one of those religious debates: to use process models or use cases (here)?  SAP always has had a strong project process bias, but eSOA and custom development concept is forcing a shotgun marriage of the concepts.  A couple of comments:

  • Per Craig’s post, process is a useful anchor for use case-driven innovation.
  • That anchor faciliates the eventual commoditization, operationalization, or productization (choose your own awkward formulation) of the innovation into a repeatable, standard process.
  • More SAP customers expect us to deliver ERP and other packaged solutions, compose and develop services, and code custom development simultaneously.
  • The expectation is driving us to align structured and agile/iterative methodology approaches (to deliver in a project, program, etc.).

Of course, RUP claims to marry the two approaches (see here), but slapping a “swim lane” overlay on a process map begs the “agile” question.   Does this really oriented one towards “individuals and interactions” over “process and tools” (

One Response

  1. Paul,

    Thanks for noticing my post.

    My issue is beyond execution or methodology and around what’s good for the customer and company.

    We have all had terrible experiences dealing with banks and phone companies that are driven by the process controls they put on their frontline workers.

    Imagine the world where the frontline user is instead empowered by knowledge about things such as customer value and company capability, and is given a tool set that enables their response to customers to be customised, based on the unique needs of that contact.

    Imagine a world where customer service really does happen.

    Now, see how processes get in the way of that vision?


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