Digitalizing Core Business Processes — Part 2 of 3 — There is still a lot of work to do with basic process improvement
In “The State of Intelligent Information Management: Getting Ahead of the Digital Transformation Curve,” AIIM made the case that every organization is on – or should be on! – a Digital Transformation journey. The heart of this Transformation journey is understanding, anticipating, and redefining internal and external customer experiences. AIIM believes that Digital Transformation effectiveness is imperiled by a rising tide of information chaos and confusion, and that rising tide of information chaos and confusion is creating a demand for new information management practices that extend beyond traditional Enterprise Content Management.
Our research in the State of the Industry report identified Digitalizing Core Organizational Processes as currently the most important of the 4 practice areas for organizations relative to achieving their Digital Transformation goals, and so our objective in this Industry Watch was to probe more deeply into how organizations view process automation and to determine whether the reality of their current efforts is enough to achieve true Digital Transformation.
Our research leads to these three core findings:
1 – True Digital Transformation requires more than just digitizing back end processes.
2 – Many organizations have yet to do the very basic work of process automation, putting them at a severe disadvantage in their efforts to embrace Digital Transformation. Despite the relative maturity of many core process improvement technologies, there is still significant market opportunity here for solution providers, although this kind of basic process standardization should not be confused with true Digital Transformation.
3 – New technologies – like Robotic Process Automation, Blockchain, Low and No-code Process Engines, and Intelligent Capture – open up opportunities to not only improve process, but to totally rethink them.
This is the second of 3 posts covering each of these questions. For more information, make sure you download our new Industry Watch report — “Digitalizing” Core Business Processes — it’s free until AUGUST 1. After that date, it will go behind our member paywall.
Only 35% of organizations would rank their organizations as an 8, 9, or 10 on a ten-point scale measuring their overall effectiveness in automating, monitoring, and controlling their core business processes. The average self-assessment is 6.35.
67% of organizations report that less than half of their processes are automated.
Those that embraced the first wave of process technologies did a good job of attacking many core process problems; less than 30% of organizations rank their organizations as below average relative to such core process metrics as: response outliers, irregularities, stuck-in-process delays, process completion times, compliance errors, sub-optimum routing and process failure rates.
Fairly traditional back-end operations are cited as the prime targets for process improvement. These include processes like internal reviews and approvals (48%), HR processes (36%), sales processes and contracts (34%), customer correspondence (32%), and finance (29%).
About John Mancini
John Mancini is the President of Content Results, LLC and the Past President of AIIM. He is a well-known author, speaker, and advisor on information management, digital transformation and intelligent automation. John is a frequent keynote speaker and author of more than 30 eBooks on a variety of topics. He can be found on Twitter, LinkedIn and Facebook as jmancini77. Recent keynote topics include: The Stairway to Digital Transformation Navigating Disruptive Waters — 4 Things You Need to Know to Build Your Digital Transformation Strategy Getting Ahead of the Digital Transformation Curve Viewing Information Management Through a New Lens Digital Disruption: 6 Strategies to Avoid Being “Blockbustered” Specialties: Keynote speaker and writer on AI, RPA, intelligent Information Management, Intelligent Automation and Digital Transformation. Consensus-building with Boards to create strategic focus, action, and accountability. Extensive public speaking and public relations work Conversant and experienced in major technology issues and trends. Expert on inbound and content marketing, particularly in an association environment and on the Hubspot platform. John is a Phi Beta Kappa graduate of the College of William and Mary, and holds an M.A. in Public Policy from the Woodrow Wilson School at Princeton University.