Articles
Process Automation: People Are Key
March 28, 2006
•Article: Process Automation: People Are Key
ABC Company and XYZ Company are competitors in the same industry. Each recognized the need to begin scanning their mail. Both companies receive similar mail volumes and employ about the same number of workers. After implementing their digital mailroom solution, ABC Company is processing and capturing their mail 50% faster than XYZ Company with as good or better accuracy. Why do such similar organizations yield such different levels of performance? The primary difference is how they use their people.
When XYZ Company designed their process, they focused on the automation technology instead of the people. There are good reasons for this approach. Machines perform many tasks more efficiently and accurately than people do, often at a lower cost. Equipment also doesn't get sick or take vacation.
ABC Company approached their process differently. Their goal was to maximize human resources within the process and use automation technology to complement their workforce. In other words, ABC started with a focus on how best to utilize the workforce. What follows are four ways that this approach impacted the process, culture, and performance of the digital mailroom. While the actions of ABC are rather elementary in nature, they nevertheless serve as good reminders that will improve the performance of any operation.
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