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You're working on process automation. How can you measure the effectiveness of conflict resolution?

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Process automation is the use of technology to automate repetitive and rule-based tasks, such as data entry, invoicing, or customer service. By doing so, you can reduce errors, save time, and improve efficiency. However, process automation is not a magic bullet that can solve all your problems. Sometimes, you may encounter conflicts or issues that require human intervention, such as exceptions, errors, or complaints. How can you measure the effectiveness of your conflict resolution strategies in process automation? Here are some tips to help you.

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Hitesh Kumar ITIL?

Enterprise Solutions Architect - OpenText Professional Services | Servicenow CSA Certified
Vítor Vasconcelos

Engenheiro de Qualidade | Engenheiro de Processos | Lean Seis Sigma | Engenheiro de testes | Engenheiro de certifica??es

1 Define your goals

Before you can measure anything, you need to define what you want to achieve with your process automation and your conflict resolution. What are your key performance indicators (KPIs) that reflect your desired outcomes? For example, you may want to reduce the number of errors, increase customer satisfaction, or speed up the resolution time. You also need to set realistic and specific targets for each KPI, such as reducing errors by 10%, increasing satisfaction by 20%, or resolving issues within 24 hours. These goals will help you track your progress and identify areas for improvement.

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Vítor Vasconcelos

Engenheiro de Qualidade | Engenheiro de Processos | Lean Seis Sigma | Engenheiro de testes | Engenheiro de certifica??es
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Na automa??o de processos, a eficácia da resolu??o de conflitos pode ser medida por meio de indicadores específicos, como o tempo médio de resolu??o de conflitos, a taxa de recorrência de problemas após a resolu??o inicial e a satisfa??o dos envolvidos com o processo de resolu??o. Além disso, a análise do feedback das partes interessadas e a compara??o dos resultados obtidos com as metas estabelecidas s?o essenciais para avaliar se as estratégias de resolu??o de conflitos est?o alcan?ando os objetivos desejados e contribuindo para a eficácia global da automa??o de processos.

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Himanshu Gupta

Experienced in RPA & Generative AI | Certified in Microsoft Power Platform , Blue Prism & Gen AI | Proven Leadership in Automation Solutions | Passionate About Driving Transformational Change
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Conflict may arise when automated process encounter system exceptions, data integrity issue or not aligned with business objectives. It is also possible due to non standard change management process or resources limitations.

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2 Collect data

Once you have your goals, you need to collect data that can help you measure them. You can use various tools and methods to gather data, such as surveys, feedback forms, analytics, reports, or logs. Depending on your process and your KPIs, you may want to collect data on different aspects of your conflict resolution, such as the frequency, type, source, impact, or duration of the conflicts. You also need to ensure that your data is accurate, reliable, and consistent, so that you can compare and analyze it effectively.

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Himanshu Gupta

Experienced in RPA & Generative AI | Certified in Microsoft Power Platform , Blue Prism & Gen AI | Proven Leadership in Automation Solutions | Passionate About Driving Transformational Change
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Conduct Customer Satisfaction Survey,feedback sessions,internal communication and discussion to find out areas more prone to conflict

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3 Analyze data

After you have collected enough data, you need to analyze it to see how well you are performing in your conflict resolution. You can use various techniques and tools to analyze data, such as charts, graphs, dashboards, or statistics. You should compare your actual results with your targets and see if you are meeting or exceeding them. You should also look for patterns, trends, or outliers that can reveal insights or problems in your process or your resolution methods. For example, you may find that some types of conflicts are more common or more difficult to resolve than others, or that some factors affect the resolution time or the customer satisfaction.

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Vítor Vasconcelos

Engenheiro de Qualidade | Engenheiro de Processos | Lean Seis Sigma | Engenheiro de testes | Engenheiro de certifica??es
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Na engenharia de processos, a análise de dados é crucial para identificar padr?es, gargalos e oportunidades de melhoria nos sistemas. Ao interpretar dados, os engenheiros podem tomar decis?es informadas, otimizar a eficiência e impulsionar a inova??o, resultando em processos mais eficazes e produtivos.

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4 Improve process

Based on your data analysis, you should identify the strengths and weaknesses of your conflict resolution in process automation. You should also look for opportunities and challenges to improve your process or your resolution methods. You can use various approaches and tools to improve your process, such as root cause analysis, brainstorming, testing, or optimization. You should also involve your stakeholders, such as your customers, employees, or partners, in the improvement process and solicit their feedback and suggestions. You should also monitor and evaluate the impact of your improvements and see if they lead to better outcomes.

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Vítor Vasconcelos

Engenheiro de Qualidade | Engenheiro de Processos | Lean Seis Sigma | Engenheiro de testes | Engenheiro de certifica??es
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A melhoria contínua do processo de resolu??o de conflitos na automa??o de processos é essencial para garantir uma opera??o eficiente e sem interrup??es. Isso promove um ambiente de trabalho mais harmonioso e produtivo, aumentando a satisfa??o dos funcionários e a qualidade dos produtos ou servi?os entregues aos clientes. Além disso, otimizar esse processo demonstra um compromisso com a excelência operacional e a adapta??o às mudan?as do mercado, mantendo a organiza??o competitiva e preparada para os desafios futuros.

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5 Repeat cycle

Finally, you should remember that measuring the effectiveness of conflict resolution in process automation is not a one-time activity, but a continuous cycle. You should repeat the steps of defining your goals, collecting data, analyzing data, and improving your process regularly and consistently. This way, you can keep track of your performance, adapt to changes, and achieve continuous improvement. You should also celebrate your successes and reward your efforts, as well as learn from your failures and challenges.

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6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Hitesh Kumar ITIL?

Enterprise Solutions Architect - OpenText Professional Services | Servicenow CSA Certified
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An example I have seen where most of the ITSM process got automated as far as we using multiple automated native integration. This is making process faster as well as efficient avoiding any manual human errors.

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You're working on process automation. How can you measure the effectiveness of conflict resolution?

1

2

3

4

5

6

1 Define your goals

2 Collect data

3 Analyze data

4 Improve process

5 Repeat cycle

6 Here’s what else to consider

Process Automation

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You're working on process automation. How can you measure the effectiveness of conflict resolution?

1

2

3

4

5

6

1 Define your goals

2 Collect data

3 Analyze data

4 Improve process

5 Repeat cycle

6 Here’s what else to consider

Process Automation

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