Automation is more than just a buzzword; it’s a strategy for improving efficiency and driving long term, sustainable growth.
But when it comes to deciding which processes to automate — businesses often find themselves in a spicy dilemma. Much like choosing between two hot sauces — both may look appealing, but the right choice could either make or seriously break your experience.
The New Role of Automation in Business
For Chief Operating Officers (COOs), this task may ultimately fall to you, and the challenge isn’t just recognizing the need for automation but also navigating how you automate with a little precision.
And with the rapid rise of automation technologies (AI-driven customer service bots to robotic process automation RPA) — there are infinite opportunities for businesses to optimize operations by first deciding:
- Which processes should be automated first?
- Who should drive — technical experts or process experts?
The Technical Experts vs. Process Experts
Automating the wrong process or having the wrong team lead can lead to inefficiencies, wasted resources, and even disruptions to operations. The key is to balance technical capabilities with business process insights to lock in automation that delivers real, measurable results by using both your tech AND process experts to execute your automation:
Technical Experts
Technical experts, like IT leaders and developers, have an expert understanding of the tools, AI opportunities, and technologies behind automation. They know the capabilities and limitations with a focus on the technical feasibility of automating a process and ensuring that the automation tools integrate seamlessly with existing systems.
The overview:
- Technical know-how to implement and maintain automation technologies
- Ability to assess the scalability and security of automation systems
- Experts in troubleshooting and optimizing automated processes
- May lack a full understanding of the business process itself
- Risk of overcomplicating or automating unnecessary steps in the process
Process Experts
Process experts, on the other hand, are those who understand the workflow, the operational nuances, and the customer journey. These are the department heads, team leaders, and operational managers who know which processes are most critical to business success and which are prone to bottlenecks.
The overview:
- In-depth knowledge of business processes and workflow inefficiencies
- Better alignment with the company’s strategic goals and priorities
- Can identify which automation will lead to the greatest productivity
- Lack of technical expertise can create unrealistic expectations
- May overlook technical limitations and integration challenges when dreaming up solutions
Which Processes Should Be Automated First?
Once the right team is in place, the next step is determining which processes to automate first.
Here’s what to consider when deciding where to start the automation engine:
Repetitive Tasks: Identify tasks that are time-consuming, repetitive, and prone to human error. These are prime candidates for automation: data entry, payroll processing, and inventory management.
High-Volume Processes: Automation makes the most sense for processes that handle large volumes of transactions or data. This reduces the risk of errors while significantly improving speed and accuracy.
Customer-Facing Processes: Automating customer service through chatbots or self-service portals improves customer experience by providing faster response times while freeing up employees for more complex inquiries.
Processes with Clear ROI: Focus on automating processes where the return on investment (ROI) is easy to calculate and justify. This could be through cost savings, faster delivery times, or improved customer retention.
Bottleneck-Prone Processes: Automation can eliminate bottlenecks in workflows that slow down operations. For example, automating approval workflows in procurement or finance can reduce delays in decision-making.
5 Key Steps to Successfully Implement Automation
Here’s a step-by-step guide for COOs to lead a successful automation initiative:
Conduct a Process Audit: Conduct a detailed audit of all business processes and identify which processes are ripe for automation and which can be improved manually first.
Get Tech and Process People on Board: Create a task force of both technical experts and process experts to ensure that both technical feasibility and business impact are considered.
Prioritize Quick Wins: Start with quick-win automation projects that can deliver measurable results – fast!
Provide Proper Training and Change Management: Automation may change how employees work. Ensure relevant staff are properly trained on new automated processes and that there’s a clear communication plan for managing this change.
Measure and Optimize: Continuously measure the impact on efficiency, cost savings, and employee productivity to optimize the process further or decide if additional areas should be automated.
5 Benefits of the Right Automation
Automation can transform a business’s operations when it’s done strategically.
Here are three key operation benefits most COO’s report:
Increased Efficiency: Automation significantly speeds up processes and operational efficiencies, reducing the time it takes to complete tasks and eliminating bottlenecks.
Reduced Human Error: Automated systems minimize the risk of human error and systemize tasks to be completed with accuracy and consistency.
Cost Savings: By automating repetitive and time-consuming tasks, businesses can reduce labor costs and free up employees for more value-added activities.
Improved Scalability: Automation allows businesses to scale their operations more easily, as automated systems can handle increased workloads without requiring additional manpower.
Better Data-Driven Decision-Making: Automated processes can collect and analyze data in real-time, providing COOs with valuable insights for making informed decisions.
We 10/10 recommend taking a proactive approach to automation, focusing on high-impact changes that position businesses to grow because when done right (like hot sauce), it can add just the right amount of heat to your plate.
