Digital process automation (DPA) is a key component of a successful digital transformation. Organizations across all industries rely heavily on this technology—in fact, analysts estimate organizations spend $12.7 billion per year on automation initiatives. But for many businesses, the investment is missing a key ingredient for success—an airtight process visibility strategy. While digital process automation is a powerful way to reduce costs and improve efficiency, the practice is only as successful as its reporting strategy. Many organizations still rely on manual reporting tactics like spreadsheets and other ad hoc techniques. This lack of strategic vision can have an adverse impact on your digital transformation efforts. Here are five ways poor visibility can wreak havoc on an organization’s process automation strategy:
Inaccurate goals or KPIs
The modern trend of “big data'' has created a whirlwind of information, making it easy to fall down the data rabbit hole. Having access to too much information is almost as bad as not having enough of it. The result? Many organizations have access to analytics, but they fail to focus on the right intel. Make sure the key performance indicators (KPIs) in your process monitoring strategy relate to specific overarching goals. Real-time dashboards can pare down the data deluge into precise and actionable analytics. For instance, “do a better job managing customer service calls” is an elusive objective. By creating concrete goals tied to specific metrics like “reach an average of 3 minutes per customer for inbound customer service calls,” you can track the process metrics that most impact your organization’s bottom line.
