Automation is easy to over-apply. Automating a poor process only produces poor results faster, and automating a rare task can cost more to build than it ever saves. A few simple questions help you choose where to start.
Look for work that is repetitive and rule-based
The best candidates follow clear rules and happen often. Typical examples include re-keying the same data into several systems, sending routine reminders, moving information between a form and a spreadsheet, and chasing standard approvals.
Ask five questions of each candidate
- How often does it happen, and how long does it take each time?
- Are the steps and rules consistent, or does each case need human judgement?
- What goes wrong today: delays, errors, rework or lost information?
- How many people or systems are involved in the hand-offs?
- What happens if it fails, and how will exceptions be handled?
Simplify before you automate
Many processes contain steps that exist only because of old habits or old tools. Removing an unnecessary approval or merging two forms can solve most of the problem without any software. Once the process is clean, the automation that remains is smaller, cheaper and easier to maintain.
Start small and measure
Pick one process with a clear owner and a visible pain point. Record how long it takes and how often it goes wrong now, automate it, and compare. A small, successful first project builds confidence and gives you real evidence for the next one.
Leave judgement to people
Tasks that need negotiation, relationship skills or careful decisions are usually better left with people, supported by good information. The goal is to free skilled people from routine effort, not to remove them from work that needs their judgement.
Plan for exceptions and ownership
Every automated process needs an owner and a plan for when something unexpected happens. Decide who is alerted, how a failed step is retried or handled manually, and who reviews the process when the business changes.
This article is general guidance, not advice for your specific situation. More insights