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Writer's pictureLinda Francis

Make your digital system work optimally: processes first

In the digital transformation, organisations are using digital systems to meet the demands of modern times. But a digital system cannot really do its job until the process is fully known and optimally designed.



A process is a series of decisions and activities that lead to an expected outcome with value to the customer. Employees and systems work according to a certain process to achieve that outcome and value. A digital system can make the process faster, more efficient and better. But then the process must be clear and optimal.


Where it goes wrong: System before process


One of the biggest pitfalls in implementing digital systems is the assumption that technology solves problems on its own. Organizations invest in expensive software and expect it to immediately lead to better results. But a system is only as good as the process it supports. If a process is unclear or flawed, even the best digital system will fail.


In fact, technology does not fix flawed processes, it strengthens them. By first taking the time to set up your processes clearly and efficiently, you lay the foundation for a successful digital system that truly adds value to your organization. This also applies to generative AI (such as ChatGPT and other AI chatbots) that many people expect so much from.


Here are some common problems:


  1. Unclear processes - If employees themselves are unclear about the steps in a particular process, a digital system can't easily fix it. The system gets stuck on ambiguities, leading to inefficiency and frustration.


  2. Complex and unnecessary steps - Sometimes processes are unnecessarily complicated. This can overload a digital system because it is designed to support an optimised workflow, not automate inefficiencies.


  3. Inadequate alignment - Often, new systems are introduced without properly aligning with existing practices. In short, the system does not help the professional do the job optimally. This creates friction and makes it difficult to use technology effectively.


  4. Neglect of human factor - Technology can do a lot, but ultimately employee involvement and understanding is crucial. If people do not understand how the process works, they will struggle to use the system properly.


  5. Keep monitoring and improving - A process is never “finished.” Even after a digital system has been successfully implemented, it is important to regularly evaluate whether the process is still optimal. This can be done through feedback from employees, supply chain partners and customers, by deploying data and process “mining” tools and by monitoring (performance) indicators.


Prevent a failed digital transformation


Optimizing your digital systems starts with a deep understanding of the processes that these systems must support. Here are some steps you can take to avoid failure and ensure smooth integration of digital technology:


Map the process - Before implementing a new system, you need to have a clear overview of the current process. What steps are taken, by whom, and what value does this provide to the customer? By mapping the process, you can clearly see where any bottlenecks lie and what can be optimised.


  1. Optimize the workflow - Remove unnecessary steps or inefficiencies from the process. This is a crucial step. A digital system can only really do its job if the process runs smoothly. Consider wasted time, manual steps that can be automated, or unclear responsibilities.


  2. Involve employees in the process - The success of a digital system depends not only on the technology itself, but also on the people who use it. Make sure employees - and other stakeholders such as customers and suppliers - are involved in process redesign, and make sure employees have a good understanding of how the new system supports their work.


  3. Choose the right technology - Only when the process is clear and optimized can you choose a system that best suits your needs. Look for a solution that is flexible enough to grow with your processes, rather than the other way around.


  4. Keep monitoring and improving - Choose the right technology - Only when the process is clear and optimised can you choose a system that best suits your needs. Look for a solution that is flexible enough to grow with your processes, rather than the other way around.


  5. Keep monitoring and improving - A process is never “finished.” Even after a digital system has been successfully implemented, it is important to regularly evaluate whether the process is still optimal. This can be done through feedback from employees, supply chain partners and customers, by deploying data and process “mining” tools and by monitoring (performance) indicators.


    The importance of continuous improvement


    Optimising processes and systems is not a one-time effort, but an ongoing process. Business environments, technologies and customer needs are constantly changing.


What seems optimal today may be obsolete tomorrow. That's why it's crucial to regularly evaluate the efficiency of both your processes and your digital systems and make adjustments as needed. By embracing a culture of continuous improvement, you can respond flexibly to change and continue to innovate to stay ahead.


Use the BPM lifecycle to continuously improve processes for a successful


digital transformation.


Also, AI continuous improvement


This philosophy also applies when implementing AI solutions such as chatbots. Deploying an AI chatbot is not a one-time exercise. After initial adjustments, the chatbot may already function reasonably well, but as customer queries change or complexity increases, the system must be adjusted. It is important to regularly update and train AI systems with new data so that they remain relevant and useful to the user.


In addition, the process in which the chatbot is integrated must also be continuously reviewed. Are the right questions being answered? Is the chatbot guiding customers to the desired outcome? Continuously improving both the system and the process around it ensures that AI solutions reach their maximum potential.


In essence, whether it's traditional digital systems or innovative AI solutions, the key to success lies in the collaboration between technology and processes, with both needing to be constantly evaluated and improved. This is the only way to ensure that your organization remains efficient, customer-oriented and future-proof.


Learn to improve your organisation's process management


In the 4-day Business process management (BPM) You will learn how to analyse and improve problems in the organisation and how to use digital solutions for improvement.


The training is specially designed for professionals who want to supplement their professional knowledge with new insights into process management and digital transformation.


You can bring your own case and on day 4 you will present that case based on everything you have learned in the training.


Sign up for the BPM training!


More about the BPM training on November 13, 14, 20 and 21.




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