How do you report process automation success to clients?

Success metrics must also include operator effectiveness to respond to process scenarios and upset conditions. Training completion forms, intermittent surveys & feedback forms that are addressed in a timely manner and post-incident reviews are some of the human related data that can feed into ensuring operator effectiveness. It is important that the focus be on learning & growth and not blame. Operator effectiveness is then assessed by collecting data such as alarm response times and other key performance indicators like throughput achieved within the shift and product quality. The human operator’s role and buy-in is critical to a successful process automation.

Success metrics for process automation encompass various aspects of its impact on an organization. They include measuring process efficiency through reduced cycle time, lower error rates, and increased throughput, indicating improved speed and accuracy. Cost savings are crucial, including reductions in labor costs, etc. Customer satisfaction shows automation's value to end-users. Scalability assesses adaptability to changing demands, while compliance and risk mitigation ensure regulatory compliance and error minimization. ROI calculates financial returns from automation, and other metrics cover cycle time reduction, resource allocation, adoption rate, etc., helping organizations make informed decisions and optimize automation efforts.

When applying automation, organizations are often concerned with immediate ROI, process efficiency and short to mid term KPIs, and when asked about the long term vision, the answer is usually to eliminate menial tasks from their employees day to day activities. While automation in it's many forms (RPA, cognitive, workflows, low-code, etc.), does help achieve this, the future employee experience needs to be laid out, planned and accounted for, and employee engagement needs to be one of the metrics targeted and tracked in order to ensure long-term success. Another key metric is the amount of technological debt created or maintained, which is often cast aside to be dealt with at a later stage, which drives cost and complexity over time.

I totally agree with the mentioned points. In addition to the mentioned metrics, I'd like to emphasize the significance of including qualitative factors in the measurement process. While process efficiency and cost savings are quantifiable, it's equally vital to consider qualitative aspects such as agility, adaptability, and innovation that automation can bring to a business. Furthermore, I recommend incorporating a time-bound element in these metrics. Measuring progress at regular intervals can provide valuable insights into the project's success trajectory. Additionally, involving stakeholders and gathering feedback can help in fine-tuning the success metrics, ensuring they truly reflect the evolving needs of clients and organization.

Before you start any process automation project, it is important to agree with your client on what success looks like and how it will be measured. Target efficiency gains like reducing process time by 50%. Set cost savings goals based on labor and material reductions. Define targets for improving customer satisfaction and employee productivity. Use industry benchmarks where possible. Set milestones to check progress. Ensure metrics can be measured pre and post-implementation. Get client sign-off on metrics to set expectations. Quantifiable targets enable demonstrating the ROI. Well-defined metrics align teams and guide process and technology design decisions. With agreed metrics guiding the way, you can deliver automation success.

Establish data collection mechanisms to provide insights into all defined success metrics. Instrument the automated processes to generate activity and performance logs. Conduct user surveys and interviews to gather feedback. Monitor social channels for customer feedback. Funnel data into BI platforms for integrated analysis. Apply process mining to identify optimization opportunities. Build dashboards to visualize KPI trends. Segment data to uncover issues. Statistically quantify improvements vs. milestones. Thorough analysis provides tangible proof of value to showcase success. Insights also guide continuous enhancements to maximize outcomes. Leveraging the right tools and techniques unlocks automation's full business benefits.

Defining success metrics in process automation is the compass for project success. These metrics, such as efficiency, cost savings, customer satisfaction, and employee engagement, establish a shared vision and guide expectations. They ensure targets are both ambitious and realistic, fostering motivation within your team. Once defined, the next crucial step is data collection and analysis. Utilize process mining to map, monitor, and optimize your processes using event logs. Furthermore, feedback from customers and employees is invaluable. Surveys and interviews offer insights into their experiences and perceptions. In essence, defining success metrics and diligent data collection are the linchpins of process automation success.

I completely agree with the importance of creating a clear and concise report to communicate the success of a process automation project. To add some additional insights, I'd suggest that the report should also include a section on lessons learned and any challenges faced during the project. This can help foster transparency and build trust with the client, as they see that you're committed to continuous improvement. Additionally, when proposing how to sustain, improve, or expand the automation solution, it's essential to align these recommendations with the client's long-term goals and business strategies. This ensures that the automation solution remains relevant and valuable in the client's evolving landscape.

Structure the report logically around the original business goals and success metrics defined with the client. Use visualizations to showcase data insights. Highlight key statistics and testimonials. Focus narrative on communicating business impact. Quantify before/after improvements from automation. Connect data directly to outcomes like revenue growth. Keep explanations simple and brief. Present just enough technical details for context. Emphasize positive people and performance impact. Outline next steps for continuous improvement. Deliver promptly post-implementation. Schedule in-person presentation to walk through highlights. Impactful reporting tells a compelling data story linking automation to business results.

I'd like to contribute a few additional insights. First, when asking for feedback, ensure that you not only collect feedback on the project itself but also inquire about their evolving needs and objectives. This positions you as a trusted partner committed to their long-term success. Second, proactive support is key. Don't wait for your client to encounter technical or operational issues; offer assistance and stay engaged in optimizing the automation solution. This approach demonstrates your commitment to their success.

Schedule a discussion with stakeholders a few weeks after delivering the report to get their perspective on results and ideas for improvement. Offer extended support and training to smooth any adoption issues. Proactively monitor metrics and user input; continuously optimize the solution. Discuss expanding automation to additional processes and areas. Offer new capabilities like adding AI. Publish case studies detailing their success. Request referrals and testimonials. Their advocacy strengthens your reputation. Sustaining engagement demonstrates commitment to your client's ongoing success. The relationship and opportunities grow when automation is positioned as a long-term partnership versus just a one-time project.

Process automation is a technical term, which is used more commonly in terms of just mechanizing a process. However to deliver a project is much more than that. When a process is automated, the affects it has on the skill set of professionals handling it greatly changed. Environmental and safety concerns also do have an affect. All this needs to be conveyed and discussed openly with the clients should be the first priority. It will help a client to see beyond a mechanized process as to how the whole system is going to be effected by this. If this is transferred to the client clearly most of the job is done.

This is a very wonderful topic discussed here. Make a visual presentation of the data gathered and measured against a set of standard, this would assist even the least person , who is non technical in an organisation to quickly plug in and understand from the technical person's perspective.

Deliver the human side of what automation did for the company, Like if you have automated loan process, how it helped customers to get their loan approved on time. For pharmacies\supply chain providing medicines on time and the impact it creates.

Based on my experience, process automation can be defined both in industrial systems and humanities processes. In order to guarantee the quality of this process (presenting the success report of automatic process control), it is necessary to use constructive feedback from customers in addition to clarifying the customer's request and implementing the PDCA method.

Comparison of step by step pre and post automation process and outcomes is an effective way to show up the benefits of the automation.