Selecting and ranking processes
Candidate processes are ranked on four criteria: repetition frequency, time per step, cost of error and clarity of rules. A process with unclear rules is not automated — it is clarified first.
- Ranking looks at what repeats most, not what is complained about most
- Unclear rules are written down before anything is built
- Seasonal peaks are included in the benefit calculation
- Steps that will stay manual remain on the list
Dividing work between people and machines
The most robust arrangement is one where the machine prepares and a person approves. Which decisions stay with people is written at the start; the machine proposes and the outcome becomes final on approval.
- Approval thresholds follow amount and risk level
- The reasoning behind a proposal is shown to the person
- Human rejections are collected as their own signal
- Steps that proceed without approval are listed openly
Measuring the gain
The return on automation is measured through elapsed time and error rate rather than headcount saved. The baseline is captured before automation starts; otherwise no improvement claim can be verified.
- The baseline is recorded before automation begins
- Elapsed time is measured end to end rather than per step
- Error rate is reported with its correction cost
- The exception rate shows the real ceiling on the gain
Keeping it working
Automation breaks quietly whenever a system it depends on changes. Without ownership, monitoring and change notification, six months later you are left with a flow nobody trusts.
- Every flow has a business owner and a technical owner
- Changes in connected systems are notified to the flow
- Silent failures raise an alert
- Unused flows are switched off