"Hi Philippe.  We're starting to see the technology now now that allows a good portion of this. Business Process Management has been slow on the update as has any stand alone framework, relatively speaking. But traditional CRM and ERP software is responding - both from established vendors such as SAP or SalesForce.com (and others that haven't announced publicly), and from nimble upstarts that embed collaboration inside process or at least sync events. But IMO, that's the easier part. The first order of business though is for executives to realize that preemptive exception handling is as important as repeatable process completion -and to ensure that its infused in how the organization works - both operationally as well as technologically.  Based on our work, such thinking is slowly becoming part of process optimization or re-engineering to do list. Thanks for the comment." - Sameer