Understanding what actually happens.
WHY IT COMES FIRST
You cannot automate a process you have not described.
WHAT TO ESTABLISH
What triggers it What steps occur, in order Who does each What information is needed at each What decisions are made, and on what basis What the output is What happens in exceptions
WHY EXCEPTIONS MATTER MOST
They are where automation fails, and they are never mentioned initially.
HOW TO FIND THEM
Ask what happens when things are not normal.
WHAT EXAMPLES SHOW
The customer details are incomplete The amount exceeds a limit The item is out of stock The approver is unavailable
WHAT TO DECIDE FOR EACH EXCEPTION
Whether the automation handles it or hands it to a person.
WHY HANDING TO A PERSON IS ACCEPTABLE
Attempting to automate every exception produces fragile complexity.
WHAT TO AIM FOR
Automating the common path, and routing the rest.
WHAT PROPORTION THAT USUALLY COVERS
Most of the volume.
WHAT TO MAP
What actually happens, not what should.
HOW TO FIND OUT
Watch it, and ask the people doing it.
WHAT TO LOOK FOR
Steps that add nothing Approvals never refused Information gathered twice Waiting
WHAT TO DO ABOUT THOSE
Remove them before automating.
WHY
Automating waste preserves it permanently.
