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While Digital Business is all the buzz, based on this comment from Emiel Kelly where he wrote, "That also makes clear that not all processes can go fully digital." So what processes do you think should never go completely digital?
Accepted Answer Pending Moderation
Strategic Planning & Strategic Decision-Making are the first two that come to mind.
Comment
  1. more than a month ago
  2. BPM Discussions
  3. # 1
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Virtually every process has elements (excuse the pun) that will never go digital. It is easier to think of those that can go 100% digital - buying electronic media, financial/banking transactions..
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  1. more than a month ago
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  3. # 2
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The ones where you make or trade physical stuff.Or where you deliver "real" services like cleaning or repairing.

All communication, planning and management of the cases could be supported digitally of course.
Sharing my adventures in Process World via Procesje.nl
Comment
  1. Emiel Kelly
  2. 1 year ago
  3. #4443
After typing my comment I saw I am the cause of this question ;-)
  1. Ian Gotts
  2. 1 year ago
  3. #4444
Emil - Agreed, but only "parts" of these processes . The question that was asked was "completely digital". The shift is that we should aim to make as much of every end to end process digital, and then provide digital support for the manual bits
  1. Kay Winkler
  2. 1 year ago
  3. #4445
@EK - lol, good 1 :D
  1. more than a month ago
  2. BPM Discussions
  3. # 3
Accepted Answer Pending Moderation
No processes will be fully digital in new future because each process may need a human intervention to correct / repair / fix it (actually, a particular instance of it). Like at a modern car factory, there are a) the conveyor belt which is fully automatic with industrial robots and b) a few "loops" for workers to fix problems after robots.

Thanks,
AS
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  1. more than a month ago
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  3. # 4
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The process of intellection. While BPM is an incredible technology to describe / model / automate business routine, imagination and creativity are principal irrationalities distinguishing real business from a perfect digital machine. No doubt, well designed business machine can become unrivaled in superior delivery of predefined business outcomes. However, it will never compete with human brain in quick adaptation to evolving business reality, as far as business targets humans instead of machines.
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  1. more than a month ago
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  3. # 5
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Fascinating question concerning which processes should never go fully digital. And some outstanding and equally fascinating answers.

One could change the question to reflect the difference between "can" go fully digital and "should" go fully digital ( this question is being debated currently by military establishments concerning the morality and utility of autonomous warfighting robots -- there are less dire examples in healthcare also concerning the "should" ), As for "can", correspondents above have addressed the limits of machine-driven automation. Whether at the top of any enterprise hierarchy ("strategic decisioning" and "leadership") or in the depths of any given work process (the current limits of our ability to turn tacit knowledge into automation technology), there are clear areas where process automation is not viable today, on a strictly utilitarian, as opposed to a moral, basis. Does this discussion help any new visitor to BPM.com? Defining the boundaries of any discipline is important; failure to do so leads to magical thinking and disappointment. As AI gets ever more powerful, expect topics covered by "can" to evolve to questions of "should". Good exploration.
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  1. more than a month ago
  2. BPM Discussions
  3. # 6
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If we literally consider "Digital" - paper form to digital data. Yes, every process should ideally go digital to increase the outreach and improve maintainability reducing Operational Expenditure.

But, if we limit "Digital to the Disruptive Technologies and the market buzz in recent times", the following scenarios can be considered (referring to broadcasting data over Digital Channels)
• Regulatory & Compliance related Processes
• Healthcare specific processes dealing with Patient Health Data (breaching the privacy of an individual)
• PII (Personal Identity Information) processes
• Processes dealing with biometric and Customer specific Data (Typically KYC processes in On-Boarding scenarios)
• Most of the proprietary processes in a financial institution (eg: KYC, Customer Due Diligence, Fraud Check, Blacklist Info etc.)
• Strategy & Legal Processes in an enterprise
• Defence and Military Processes

In a nutshell, the Processes that should Go/NeverGo Digital also depends on the Digital boundaries set by the enterprise. It is usually tailored and customized based on business operation / geo / region /regulatory /compliance / law etc.


Mostly, it boils down to dependency on "Data Privacy"
Another scenario, we also have some Processes like Pensions in Insurance Companies still leveraging Paper Forms and OCR. Its, not that, they do not want to enhance and adopt Digital Technologies to Enhance Customer Experience. But the audience, in this case, is usually of the age group 60-65+, and mostly prefer visiting branch filling a form, standing in a queue and getting a postal mail. It's more of a regular routine followed, and can't be changed overnight with everyone adopting new ways of working as expected.
So, it also depends on your "targeted audience" - that defines the process should be Digital/Not Digital.
Comment
  1. more than a month ago
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  3. # 7
Accepted Answer Pending Moderation
who do you have loyalty to? people or automated processes?
does loyalty matter to your business?
does a human touch improve the outcome of the process?
Comment
  1. Kay Winkler
  2. 1 year ago
  3. #4446
In my opinion: BPM driven process automation that concludes with real human interaction. The human touch will make the difference if the rest of the process coherently meets the highest quality standards and customer expectations. Otherwise, the "human touch" will have a cynical aftertaste.
  1. more than a month ago
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  3. # 8
Accepted Answer Pending Moderation
I firmly believe that a human to human interaction, as a portion of an otherwise automated process, should be preserved where possible, since this BPM backed yet "human" element of such a process is the component with the highest potential of achieving a unique customer experience in the end.
NSI Soluciones - ABPMP PTY
Comment
  1. more than a month ago
  2. BPM Discussions
  3. # 9
Accepted Answer Pending Moderation
Any process that doesn't deal exclusively with information exchange.
CEO, Co-founder, Profluo
Comment
  1. more than a month ago
  2. BPM Discussions
  3. # 10
Accepted Answer Pending Moderation
Few processes should go fully digital

Look at industrial process control - all processes had/have a manual override (an emergency "stop" button).

Abrupt stops cannot always be tolerated i.e. in some situations a prescribed sequence of tasks needs to be performed, so part of certain shutdown protocols must include automation. (e.g. nuclear power plant shutdowns).

In b2b, we don't want "decisions'" to be made automatically where a subjective assessment is a possibility (i..e the automation says 'do this', the Case Manager needs to be able to say 'no, do that').

Pre-processors and post-processors immediately upstream from process steps along pathways are useful - process flow designers can always elect to include a pause at the end of a preprocessing step prior to engagement of processing at a step.

The pause accommodates manual inspection of the state of affairs and what the user needs is to be able to trial-test the automation to see the action automation is going to take at the step - i.e. the Case Manager gets to impose a different path or engage "stop".
Comment
Suspended processes increase process cycle times (i.e waiting for an operator to take some action or indicate that they do not want to take any action) - rule sets can greatly reduce the number of suspensions by testing boundary conditions. The problem is there may be missing rules.

At some risk, you can engage pauses only at every 10th instance of a process but this is not a good idea for mission critical processes.
  1. more than a month ago
  2. BPM Discussions
  3. # 11
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Looking to the future where all operational business processes are digital driven by the outside in BPM discipline then how about the thought the "accounting system" has no need to be "digital"?
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  1. more than a month ago
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  3. # 12
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