Curated from: mckinsey.com
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Transparency is indispensable for understanding business processes and developing opportunities for improvement.
Companies increasingly look to automate areas. But getting a clear picture of service processes is a challenge, such as measuring capacity, accuracy, how long it takes to execute when they're functioning and diagnosing breakdowns and bottlenecks.
The traditional approach is inefficient. But a new approach called process insights has shown promise. It connects technology tools and analytics in a three-stage process that delivers insight in a transparent, consistent and objective way.
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55 reads
Many new digital tools help companies to monitor how work is done. AI, machine learning, and computer vision are new tools that enable observation and help analyse with granularity.
Companies can test historical assumptions and hypotheses before committing resources to create solutions. They can then revisit these later to gain further insights.
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55 reads
Process insights will capture the activities by using tools to record them while it is being performed. This data collection allows for quick diagnoses and documentation and enables a company to automate the start and endpoint for the process.
The process insights approach serves three purposes.
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38 reads
Many companies think technology is a solution, but it's not in itself. When used with a process insights approach, tech solutions assist with gathering information and analysis on a different level.
Digital technologies enable fine-tuning in implementation. When monitoring and data gathering is running in the background, it can be targeted at specific activities while respecting the user's privacy.
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34 reads
An Asia telcos wanted to expand its robotic process automation program and automate a huge percentage of process work. The company wanted to equip every employee with a robot assistant.
At first, the company could not find a way to capture more than $5 million out of a $40 million savings opportunity it had identified. They could not see how to automate the smaller, fragmented processes.
The company scaled up the RPA program. The insights from the exercise showed they could realize a 90% savings opportunity, and they discovered twice as many processes with automation potential.
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26 reads
The process insights approach supports short-term and longer-term, more strategic benefits.
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23 reads
Companies can start by considering three questions:
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26 reads
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18 reads
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