With "viralization" of the digital transformation theme there is a constant search for technological solutions that automate processes with the objective of generating competitiveness, efficiency and value to the client.
But… you already used a new technology in your company and at a given moment you asked yourself…
– Wow, but doesn’t it contemplate this stage of the process?
It's rare, but it happens a lot.
As mentioned in the post “You cannot centralize a process without centralizing information”, written by consultant Paula Arantes, companies end up acquiring so-called “off-the-shelf software” that is not always suited to their reality and this has an impact on the productivity and efficiency of the operation.
It is clear that for processes that are already mature and simple, such as reimbursement of expenses, for example, the technology can be implemented without much concern for the process, as it is a relatively standard activity. However, what we are reinforcing here is for activities in which there are particularities in the operation and which details make the difference, such as, for example, the complete order cycle: from placing the order to returning the vehicle to the installation after delivery.
In the order cycle, the complexity is even greater because several areas are involved (logistics, production, administrative...) and, therefore, it is very important to understand the complete flow in order to arrive at a process/technology great for all parties and not just for the people administrative, for example.
In this example: order invoicing will impact logistics, as it is a necessary step for the cargo to leave, but before invoicing, the logistics sector must have already defined the routes and vehicle occupancy. The areas are connected and for technology to enter this process it is important to visit every detail of it so as not to have gaps.
Having said that, it is clear that there is no point in rushing to implement a technology and, when applying it, realize that it does not suit the needs of those who operate (people) or that numerous sub-processes were not properly contemplated (process).
The fundamental pillars for the implementation of new technologies have their origin linked to the Diamond Model, by Harold Leavitt, theorized in 1965: people, processes and technology. Figure 1 below summarizes the interaction between these pillars and what the lack of each one of them can represent.
Pillars of the implementation of new technologies. Source: Adapted from Euax consulting
The focus in this insight is on process and, therefore, let's talk a little more about process mapping.
Mapping means identifying the logical sequence of processes, considering all the activities and steps that involve the workflow being analyzed. The goal is to have a good understanding of all processes, so that bottlenecks are identified and addressed before applying the technology. After all, automating a process with inefficiencies is nothing more than automating chaos – technology does not work miracles with messy processes.
There are often no standardized processes, and the process is done in a subjective and variable way. Even before automating, it is necessary to define the process to be followed, as well as the contingencies and test it in manual mode to find out what actually works.
Process mapping steps:
How to perform process mapping. Source: Adapted from Sydle
Below is a brief description of each step.
Map the current process (AS IS)
At this stage, it is important to involve the teams operating in the workflow to understand the flow and all the details. A complete mapping is important to identify bottlenecks and processes that can be improved. Question at all times: “What if…?”. The answers will detail the flows and facilitate your understanding of the entire process.
Adjust the current process (TO BE)
When mapping the current process, necessary improvements will probably be identified, even without the use of technology: whether to include, adjust or even exclude some activity that is carried out, but does not add value.
Before deploying technology, it is necessary to ensure that processes are generating results and are optimized, as current flows will be replicated in the chosen tool. Per On account of this, if the processes have failures and bottlenecks, these problems will continue to exist, even within a technology.
In this adjustment stage, it is important to have meetings with the operational teams, as they are better able to say the impact of changes in their routine operations.
Apply technologies where possible (TO DO)
The TO DO design basically comprises addressing the technologies in the process that the company defined as a solution for the analyzed workflow (TO BE). The definition of technology becomes much more assertive, because, at that moment, the process is already built, tested and validated. Technology provides the tools that people can use to implement the process. Figure 2 illustrates the expected result of a TO DO process, taking into account the pillars: people, processes and technology.
Illustration of step TODO. Source: Article Linkdin
Conclusion:
By mapping the processes, you can identify that it is not yet the ideal time to invest in technology and automation and that there is still a lot to be done. There is no technology that can manage messy processes.
It's important to understand how mature your processes are to apply technology. Don't skip the steps as you might delay your journey to TO BE. And keep in mind that small improvements and standardizations, even without systems, can bring immediate gains and prepare the ground for more assertive future automations.
References:
- Forbes (06/02/2019) – 10 Critical Aspects To Consider Before Adopting A New Technology
- Forbes (29/12/2022) – Is The 60-Year-Old 'People Process Technology' Framework Still Useful?
- IBM- Visualize business processes
- Forrester (12/04/2017) – Which Comes First – The Process or the Technology?
- Article Linkedin (27/09/2027) – People, Process, THEN Technology ~ Not the other way Around
- Sydle One (25/12/2022) – How to Perform AS IS, TO BE, and TO DO Process Mapping
- Latchel (01/04/2018) – Design Your Process Before Finding Technology
- Euax Consulting (02/11/2022) – Process automation: understand how it works and what are the main benefits
