I was in a discussion yesterday with one of the researchers at the MIT Center for Digital Business. We were talking about automated workflow, tools like adaptive case management . Case management is normally a response to a request for service. For example: I can’t get to this node on the network or my password doesn’t work.
The Pareto principle comes into play when trying to automate - most of these issues are straightforward. As you look at automation, the degree of variability and unpredictability are core concerns about what can be automated.
As decision making processes take advantage of greater sensing and the analytic capabilities enabled by more processing power they can categorize the variability and understand its structure. If the response required remains unpredictable though, human intervention will still be required. When you are trying to perform attention engineering to maximize the value generation of employees, the decisions that can be automated are important. Automation can say:
- It will do the task
- It will not do the task because it shouldn’t be done
- Some one/thing else to needed to address the situation
Depending on how that decisions making process breaks down, significant amounts of work can be automated.
This is the more utopian view of automation that I mentioned last week.
I recently came across an HP labs video on the excitement of one of the researchers on next wave developing to compute and gather information.
It shows some of the efforts to be more efficient and yet more powerful. Innovation’s role is in resolving conflicts like this, and that’s exciting.
The whole industry is at a tipping point where new generations of capability will be arriving simultaneously for computing, storage, networking and sensing… which should allow for a novel, innovative dimension of applications and services to take advantage of the new abilities and generate new levels of business value.
I was in a discussion today with some folks that are part of the Service Futures SIG of ISSIP. We were talking about the technology trends that will be shaping our approach to addressing business problems in our organizations. It seems that we may be at a pivot point for our perspective.
An attempt to pull together some of the constraints and drivers for the workplace of the future...
Every once in a while I get into a conversation with someone who thinks about sensors and says something like “Yes, I can see some uses for sensors but not in my business”, so I have to give some examples...