Manual Vs Automated Processes - Finding The Magic
A comment by Nimbus CEO Ian Gotts on my last blog "A Coffee Procedure" struck a chord with me:
"Great looking coffee. So you have described a process. One you want repeated accurately, one that would benefit from certain steps have photos or videos, but one you cannot automate.
That is why Nimbus Control exists. 80% of corporate processes are like this.
So to those who say BPM=automation, now I'd say its time to wake and smell the coffee"
In our rush to automate business process its sometimes easy to forget that work revolves around those funny things called "people". There seems to be a tendency to make the assumption that almost anything can be automated - but it can't. If we look at the complexity of everyday work and the decision making involved (never minding the social interaction glue that makes the business world revolve), automation is just a small part of making process work.
I believe that good process automates where possible as long as there is no negative impact to the customer experience. To me, process is the mechanism that links tasks together - it then guides the worker to complete the tasks in the best manner possible.
Process isn't all about software, it's about putting practices in place that enable the outcomes we want for our customers. Think about the millions of small businesses that do not have the luxury of software tools - they can still benefit from robust processes and procedures (I know because my cafe did!)
So when you become consumed by your quest to automate every process and every task you see, stop for a moment and consider:
- Do I need to automate the task, or the links between the tasks?
- Will automation negatively impact the customer outcome?
- Should I be telling or guiding the user?
There is a happy medium between manual and automated tasks in every business, and if you get that balance right that's when the magic starts to happen.
Cheers,
TPN











