DIGITAL TRANSFORMATION
insights help bring process excellence business analysts and automation CoEs together to solve problems .”
According to Mazza , “ smart enterprises are using these insights to prioritize which processes are best to optimise and automate , then monitor and optimize the end-to-end performance to respond in real-time to remediate new bottlenecks . Without deeper insights , the wrong process variations may be automated , or rework may be required .”
Mazza goes on to add that “ insights must be coordinated across many vendor ' s systems in an open ecosystem approach including RPA , BPM , systems of record and engagement , and legacy systems . If the insights are limited to only a few systems , or can ' t feed the wide array of intelligent automation tools companies use , the business outcomes will be limited .”.
Malcolm Ross – VP , Product Strategy & Deputy CTO at Appian , uses a real-world analogy to describe the process problem :
“ Take a checkout queue at a traditional retail store as a sample process problem : if the queues are too long when a new product launches or during the holiday busy season , there are a number of ways to mitigate this , such as hiring more clerks , distributing checkouts across the store , or varying the product release days . These are all solutions achieved through process optimisation .
“ If a vendor provides customers with a vertical stack , it ’ s likely that their automation tools will be the solution ”
ROB KOPLOWITZ VP PRINCIPAL ANALYST , FORRESTER
56 January 2022