Does anyone have experience or insights they can share for how to baseline and monitor/measure an unstructured process? We are exploring ways to measure/monitor a process that is more cognitive in nature and relies on human decision-making rather than automated workflows. As a result, the traditional process mining tools are not suitable for producing insights or gaps. We have an outlined process and operating model (with defined roles and tools) that have been deployed, but it can be adapted for localized needs. We are looking for ways to see how this process is being sustained in the business areas.
Sort By:
Oldest
Director of Other4 months ago
this is a bit difficult to provide guidance without knowing what the process is, but i assume you have a baseline expected outcome that could be measured against despite regional variations. Is there a form or documentation that they complete to demonstrate they are making decisions? If so, you could do internal audits and review them for cognitive bias. Additionally, you could give an annonymous standardized test assessment to evaluate the different locations to see how they utilized the process and have a set of 5 expected outcomes to evaluate them against. Hopefully that would allow you to test out the process without having a lot of documentation to review. VP of Supply Chain in Transportation4 months ago
As with the other comment, it is it would be difficult to answer without all the details related to the process, the business function, or the maturity of the process itself. Also, one would need to know the targeted outcomes. You may have to get creative, but anything can be measured. Reverse engineer the processes associated with the impact on the optimal outcomes. Then, determine the key factors that will lead to the desired result. Develop associated KPIs or OKRs (simple, not lengthy) to measure and monitor the process.
Practice Head, Cognitive AI in Banking4 months ago
With the limited information provided here Agile combined with lean principles could help you streamline the process with heavy human intervention. Agile promotes strong and frequent collaboration between your operations/development team and business stakeholders. You can adopt scrum framework to streamline the workflow process and use Kanban boards to visualize the workflow. Create a detailed value stream map to visualize the entire process, from start to finish. Identify value-adding and non-value-adding activities. This will help you progress towards continuous improvement iteratively.