Automation Now

Article Synopsis :

Are you embracing automation in your business?  Maybe you don’t think it’s your job to do so; maybe you don’t want to deal with the inevitable workforce implications; maybe you’d rather focus on the glossier aspects of transformation, such as customer experience, upskilling, and digital strategy. All valid reasons.

Are you serious about automation? This report offers five questions to get you started . . . 

But ignoring automation is a bit like ignoring the internet itself twenty years ago. This white paper from PwC’s automation practice suggests the following five questions (with takeaways) to drive your automation discussion:

1. Do we understand our business processes and pain points?

Do you want small automation sprints to attack discrete areas? Do you want to re-imagine entire workflows? Answers in hand, you should:

• Take two tracks: fast and forward-looking
• Fix problems while finding new value
• Look across the business, i.e., beyond the back office

2. Are people and culture at the heart of our strategy?

Is your automation strategy tied to the reason good people are at your organization in the first place? Think about:

• Fitting automation into your culture, not the other way around
• Improving the day-to-day, every day
• Revising roles with a purpose – and with complete transparency

3. Will our efforts be sustainable through robust governance?

From technology and data standards to roles and responsibilities, are you addressing the tough questions? Think about:

• Developing a formal governance framework for automation
• Building a decision-making matrix for automation projects and rollouts
• Balancing empowerment and control

4. How is our tech ecosystem evolving to meet our goals?

Does your architecture allow the use of additional technologies to add intelligence to continually optimize business processes? Think about:

• Resisting the urge to lead with tech – think processes and people
• Blending technologies to get maximum benefit
• Putting AI to work to solve known process challenges

5. Are we measuring business returns beyond financial ROI?

Beyond simple cost-out, are you evaluating the customer experience element in every process? New operating models? Think about:

• Considering measures beyond cost reduction or other financial metrics, such as employee job satisfaction
• Avoiding cost shift from one department to another as processes are automated
• Considering new opportunities to draw new value from data, i.e., make your data work harder

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