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Aligning Intelligent Automation with
Incentives and Business Outcomes
Sandy Kemsley
Digital Automation Industry Analyst
Co...
Pre-Pandemic Challenges
• New competitors
• New business models and products
• New regulations/risks
• New customer expect...
Processes Are Disrupted
• Fluctuating demand
• Distributed workforce
• Broken supply chains
• Digital customer
interaction...
IT Is Disrupted
• Fragile legacy infrastructure
• Remote access
• Increased demand
• Security
• Rush to cloud
• Modernize ...
Work Is Disrupted
• Distributed workforce
• Remote work technology
• Changing management models
• Changing metrics
• The o...
“
”
The notion of putting 7,000 people in a
building may be a thing of the past.
Jes Staley, CEO, Barclays
Copyright Kemsl...
Today’s Challenges: Managing Uncertainty
And Planning For The Future
• Survive
• Instant slowdown/growth
• Supply chain di...
Focus On Intelligence, Not Just Automation
Understand
• Actual current
state
• Reasons for
variations
• Problem root
cause...
“
”
Whether dealing with monkeys, rats, or human
beings, it is hardly controversial to state that most
organisms seek info...
“
”
What's measured, improves.
Peter Drucker
Copyright Kemsley Design Ltd., 2020 10
Aligning Processes and Incentives
Vertical Alignment
• Business goals drive
departmental/individual
metrics
• Individual m...
Intelligent Automation Incentives
• Measure/reward knowledge work
• Goal-driven
• Collaboration
• Adaptability
• Avoid ove...
Designing Intelligent Automation Aligned
With Incentives
Agility
• Adopt agile
operating model
• Design for
frequent chang...
Thanks!
Sandy Kemsley
sandy@kemsleydesign.com
Read my blog at column2.com
Find me on Twitter @skemsley
Copyright Kemsley D...
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Aligning Intelligent Automation with Incentives and Business Outcomes with speaking notes

A keynote that I gave at the virtual Bizagi Catalyst conference in October 2020

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Aligning Intelligent Automation with Incentives and Business Outcomes with speaking notes

  1. 1. Aligning Intelligent Automation with Incentives and Business Outcomes Sandy Kemsley Digital Automation Industry Analyst Copyright Kemsley Design Ltd., 2020 1
  2. 2. Pre-Pandemic Challenges • New competitors • New business models and products • New regulations/risks • New customer expectations Then the unexpected occurred… Copyright Kemsley Design Ltd., 2020 2
  3. 3. Processes Are Disrupted • Fluctuating demand • Distributed workforce • Broken supply chains • Digital customer interactions Copyright Kemsley Design Ltd., 2020 3
  4. 4. IT Is Disrupted • Fragile legacy infrastructure • Remote access • Increased demand • Security • Rush to cloud • Modernize or perish Copyright Kemsley Design Ltd., 2020 4
  5. 5. Work Is Disrupted • Distributed workforce • Remote work technology • Changing management models • Changing metrics • The old way of doing things is gone Copyright Kemsley Design Ltd., 2020 5
  6. 6. “ ” The notion of putting 7,000 people in a building may be a thing of the past. Jes Staley, CEO, Barclays Copyright Kemsley Design Ltd., 2020 6
  7. 7. Today’s Challenges: Managing Uncertainty And Planning For The Future • Survive • Instant slowdown/growth • Supply chain disruption • Shifting customer base • Thrive • Scale business up/down • Capture/retain customers • Empower workforce Copyright Kemsley Design Ltd., 2020 7
  8. 8. Focus On Intelligence, Not Just Automation Understand • Actual current state • Reasons for variations • Problem root causes • Costs and risk Automate • Data-driven decisions • Standard processes • Task automation • Knowledge work support • Integration between systems Copyright Kemsley Design Ltd., 2020 8 Monitor/Align • End-to-end process monitoring • Predictions and recommendations • Measure worker effectiveness
  9. 9. “ ” Whether dealing with monkeys, rats, or human beings, it is hardly controversial to state that most organisms seek information concerning what activities are rewarded, and then seek to do (or at least pretend to do) those things, often to the virtual exclusion of activities not rewarded. On the Folly of Rewarding A, While Hoping for B [Steven Kerr, Ohio State University] Copyright Kemsley Design Ltd., 2020 9
  10. 10. “ ” What's measured, improves. Peter Drucker Copyright Kemsley Design Ltd., 2020 10
  11. 11. Aligning Processes and Incentives Vertical Alignment • Business goals drive departmental/individual metrics • Individual metrics trace up to top-level goals Horizontal Alignment • Understand end-to-end customer journeys • Make process owners responsible for customer journey metrics Copyright Kemsley Design Ltd., 2020 11
  12. 12. Intelligent Automation Incentives • Measure/reward knowledge work • Goal-driven • Collaboration • Adaptability • Avoid over-monitoring workers • Creates false incentives • May require organizational culture change Copyright Kemsley Design Ltd., 2020 12
  13. 13. Designing Intelligent Automation Aligned With Incentives Agility • Adopt agile operating model • Design for frequent changes • Allow “loss of control” and self- organizing teams Collaboration • Adopt collaborative operating model • Build in social interaction and collaboration • Reward team performance Copyright Kemsley Design Ltd., 2020 13 Metrics • Make everyone responsible for business goals • Measure problems solved, not clicks • Support financial and non-financial incentives
  14. 14. Thanks! Sandy Kemsley sandy@kemsleydesign.com Read my blog at column2.com Find me on Twitter @skemsley Copyright Kemsley Design Ltd., 2020 14

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