Why an IT solution is not the immediate answer for improving an old business process

08 Apr Why an IT solution is not the immediate answer for improving an old business process

I get business from organisations that implement an IT solution then find that once the new system is implemented users say it is ok but not the big improvement they expected or wanted.  They have small niggles about the way the system works or think the process is cumbersome.  In some cases the users expected a workflow management system but actually got a database system which requires specialist application knowledge to use and does not connect well with customers through the internet.

These situations arise because organisations are sold on an IT solution rather than a business solution.  A business solution starts with the process – how the work is done – rather than the technology – which is a platform for the business solution.  Today this is happening again, RPA (Robotic Process Automation) solutions are being sold as a major leap forward.  RPA is good technology, but that means it can be even more effective and quicker at implementing the wrong process!  Get the process right first, then apply RPA and you really will get quantum leaps in efficiencies and customer value.  Those who have worked with RPA successfully will tell you that you still have to do the hard work of process optimisation.