Human Centered Automation
This evening I read an interesting article "Automation Makes Us Dumb. " by Nicholas Carr. The article discussed the relationship between man and machine and had some insight regarding the benefits of Simple Software versus Sophisticated Software. In my experience at a large Multinational Corporation I am also convinced that software is not always the best solution to a business problem. Many managers reach for software as the solution to their human resource issues, I believe their hope is that by automating their business process they will not have to deal with people problems. Here is my view on this topic. Automation is like writing something into a stone.
When a business process is designed and automated the company would probably die rather than change that codified business process. It happens a lot because as humans we must have faith that the customer will appreciate our business process tomorrow as much as they did today. Once we figure out the product they want and make the commitment to deliver, what can prevent them from coming back to us again and again. Therefore it takes a leap of faith to redesign a business process. Thus it is always easier to automate that outmoded process than to redesign it into something that is streamlined and efficient, but still unproven.
One common denominator is that all business's face the same problems. I have something that you need. In order for me to provide it to you, you have to give something to me and I have to give that to other people. We all have suppliers, and customers that need to be satisfied. If we automate processes and build in customizations for each particular supplier case our software becomes a beast to deal with and the subsequent testing becomes a financial and mental drain for each additional change.
In my own experience I think that there should be a level of discipline in applying automation, for example a group that is told that a computer will perform data entry when a delivery notice has arrived, does not mean that suppliers with slow delivery shouldn't be hounded for better delivery dates. Part of the competitive advantage of the company might be the ability to get after suppliers and get product first.
It can be a lot of fun calling the supplier and asking if they have that hidden inventory or developing a relationship over time. While companies are focused on making a profit they shouldn't forget that the profit is often based on real relationships that are created over time by people. All agree that selling can be done by the internet; however, there are people in the background determining which suppliers and products are the best for their need, and evaluating the experience of every transaction.