Fix bottlenecks before tackling business process automation
Summary
By using associated analytical models against this data, says Petracek, organisations can start to understand the variants, patterns and bottlenecks in their business processes. As an example of an automation that may not fix underlying problems, Anand describes a line of reasoning that people may take when attempting to optimise a typical payment process. Akshay Anand, an IT service management product ambassador and evangelist at Axelos, says that in a manufacturing context, the VSM is used to depict the flow of materials and information from one part of the factory to the next. Anand says it is commonly used to identify the flow of work and value such as support tickets, requests, code under development, and other knowledge artefacts. Novais adds: “It is not easy to show someone they are not efficient.” Cosentino identified key users who could help others to understand how the business process improves the way they work.
