Previously in Part 1, we identified examples from the bewildering array of different types of business process management tools. Let’s now explore some of the main challenges companies raise with these tools and how to overcome them. We’ll start with challenges directly related to the nature, adoption and use of these tools:
1. Complexity and Learning Curve
- Challenge: Many process modelling and automation tools are feature-rich and require a deep understanding of both the software and the business processes being modelled. Users, especially those without a technical background, may struggle to learn and fully leverage the capabilities of these tools.
- Solution: Significant training and onboarding programs are needed, as well as having user-friendly interfaces or low-code/no-code platforms, can help alleviate this challenge.
2. Scalability, Cost and Flexibility
- Challenge: Some automation tools might not scale well with business growth or adapt easily to changes in business needs. What works for simple processes for small numbers of people may not be effective for large, complex processes with significant numbers of actors.
- Solution: It’s important to choose tools that are scalable, highly flexible and do not become cost prohibitive as the number of users and processes grows. You need to adopt tools that can evolve with the business, offering flexibility for customisation, and support for growth.
3. Vendor Lock-In
- Challenge: Some process automation tools are proprietary and can lock businesses into using a single vendor. This can limit flexibility and make it difficult to switch tools later if the organisation’s needs change.
- Solution: Choose tools that offer open standards, compatibility with other platforms, or provide easy migration paths in case a change is needed in the future.
4. Integration with Legacy Systems
- Challenge: Many organisations have legacy systems that are not easily integrated with modern process automation tools. Integrating these older systems with new tools can be complex, costly, and time-consuming.
- Solution: This often requires the use of middleware, APIs, or specialised connectors that help integrate legacy systems with newer automation tools. However, some tools are highly adaptable and can be integrated with pretty much anything.
5. Inadequate Process Monitoring and Maintenance
- Challenge: Once processes are automated, it can be difficult to monitor and maintain them, especially if the automation tools are not intuitive. Processes can become inefficient or break due to changes in business conditions or system updates.
- Solution: Establish continuous monitoring systems to track process performance. Many modern automation tools come with built-in analytics to identify bottlenecks and areas for improvement. Highly customisable dashboards are a powerful way to address this challenge.
6. Data Security and Compliance
- Challenge: Automating processes often requires the integration of sensitive data. Ensuring the security and privacy of this data, especially in regulated industries, can be a challenge when using these tools.
- Solution: Ensure that the platform you adopt complies with data privacy laws (like GDPR, HIPAA) and is equipped with strong security and access control mechanisms.
Whilst being significantly less well known than some of the big brand tools named earlier in this article one tool that meets a lot of the solution requirements covered above is Maly’s Okuda tool. It’s no code interface allows for easy adoption by non-coders or process experts, it is highly scalable and flexible providing easy integration with any legacy systems. Developed specifically for sectors with significant security and regulatory compliance needs (e.g. pharmaceutical) it also provides extensive auditing and dashboard capabilities allowing for exceptional process monitoring and control.
Let’s turn our attention now to the more organisational barriers and challenges organisations face when trying to use these tools and get control of their processes.
7. Process Mapping and Accuracy
- Challenge: For process modelling to be effective, the current processes must be mapped accurately. However, many organisations lack a thorough understanding of their existing processes, leading to incomplete or inaccurate models.
- Solution: As we have seen tools like process mining can help analyse actual workflows for more precise mapping. However, having a process expert partner that can help engage stakeholders from various departments and conduct detailed workshops to capture processes accurately can help overcome this.
8. Resistance to Change (Cultural Barriers)
- Challenge: Employees may resist process automation because they fear it could replace their jobs or change their workflow in uncomfortable ways. Overcoming this resistance to change can be a significant hurdle.
- Solution: Having an experienced process implementation partner that can advise on how to conduct clear communications, involving employees in the process from the start, and focusing on how automation can improve their work-life balance rather than replace jobs is key to overcoming this challenge.
9. Resource and Budget Constraints
- Challenge: Process modelling and automation can require significant investment in both time and resources, including hiring skilled personnel and purchasing the right tools. Small or resource-constrained organisations may struggle to afford these investments.
- Solution: Organisations can start small, focusing on automating one or two processes first to demonstrate value, and gradually expand as resources allow. Again, having a process expert partner that guide on where to start and how to get to value quickly is helpful.
10. Over-Automation
- Challenge: Sometimes organisations try to automate too many processes at once or apply automation to areas where it is not truly needed. This can lead to inefficiency or even harm if the automated process doesn’t align with the business’s needs.
- Solution: Having a process expert partner that can guide you on where to focus on automating processes that are repetitive, time-consuming, or prone to error, and avoid automating processes that require too much flexibility, creativity, or human judgment is essential.
11. Lack of Clear Objectives and ROI Measurement
- Challenge: Without a clear understanding of what the business aims to achieve with process modelling and automation, it becomes difficult to measure success or ROI. This lack of direction can lead to disappointment with the results.
- Solution: Set clear objectives from the outset, define KPIs to measure success, and establish a roadmap for the automation journey. Regularly review the results and make adjustments as needed. Again, having an expert partner who can steer you through this critical thinking is invaluable.
To tackle all of these more organisational or cultural barriers it makes sense not to try and go it alone (especially if you are new to the whole space of Business process Management). The learning curve is steep and in industries where process compliance is vital mistakes can be costly in terms of recovery costs, fines and reputational damage. It makes sense to work with a process expert partner who can guide you through the selection and use of the right tools as well as ensure you are focused on the right processes for the right reasons and delivering the right outcomes. One such company is Maly – creators of the Okuda tool mentioned earlier. With 15 years’ experience modelling, automating and implementing complex processes in highly regulated environments, while remaining small, agile and cost effective, they represent a great option for anyone starting out on their process management journey.