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Sandy Kemsley's Column 2
Sandy Kemsley is an independent systems architect specializing in business process management, Enterprise 2.0, enterprise architecture and business intelligence. She has 20 years of experience with document management, workflow and BPM products companies, and since 2001 she has been consulting with financial services and insurance organizations and serving as a BPM industry analyst. She is also author of the Column2 blog on BPM, Enterprise 2.0 and technology trends in business. See More by Sandy Kemsley
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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... 
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