A keynote that I gave at the virtual Bizagi Catalyst conference in October 2020

1. Aligning Intelligent Automation with
Incentives and Business Outcomes
Sandy Kemsley
Digital Automation Industry Analyst
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2. Pre-Pandemic Challenges
• New competitors
• New business models and products
• New regulations/risks
• New customer expectations
Then the unexpected occurred…
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3. Processes Are Disrupted
• Fluctuating demand
• Distributed workforce
• Broken supply chains
• Digital customer
interactions
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4. IT Is Disrupted
• Fragile legacy infrastructure
• Remote access
• Increased demand
• Security
• Rush to cloud
• Modernize or perish
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5. Work Is Disrupted
• Distributed workforce
• Remote work technology
• Changing management models
• Changing metrics
• The old way of doing things is gone
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6. “
”
The notion of putting 7,000 people in a
building may be a thing of the past.
Jes Staley, CEO, Barclays
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7. Today’s Challenges: Managing Uncertainty
And Planning For The Future
• Survive
• Instant slowdown/growth
• Supply chain disruption
• Shifting customer base
• Thrive
• Scale business up/down
• Capture/retain customers
• Empower workforce
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8. Focus On Intelligence, Not Just Automation
Understand
• Actual current
state
• Reasons for
variations
• Problem root
causes
• Costs and risk
Automate
• Data-driven decisions
• Standard processes
• Task automation
• Knowledge work
support
• Integration between
systems
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Monitor/Align
• End-to-end process
monitoring
• Predictions and
recommendations
• Measure worker
effectiveness

9. “
”
Whether dealing with monkeys, rats, or human
beings, it is hardly controversial to state that most
organisms seek information concerning what
activities are rewarded, and then seek to do (or at
least pretend to do) those things, often to the
virtual exclusion of activities not rewarded.
On the Folly of Rewarding A, While Hoping for B [Steven Kerr, Ohio State University]
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10. “
”
What's measured, improves.
Peter Drucker
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11. Aligning Processes and Incentives
Vertical Alignment
• Business goals drive
departmental/individual
metrics
• Individual metrics trace
up to top-level goals
Horizontal Alignment
• Understand end-to-end
customer journeys
• Make process owners
responsible for customer
journey metrics
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12. Intelligent Automation Incentives
• Measure/reward knowledge work
• Goal-driven
• Collaboration
• Adaptability
• Avoid over-monitoring workers
• Creates false incentives
• May require organizational culture change
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13. Designing Intelligent Automation Aligned
With Incentives
Agility
• Adopt agile
operating model
• Design for
frequent changes
• Allow “loss of
control” and self-
organizing teams
Collaboration
• Adopt collaborative
operating model
• Build in social
interaction and
collaboration
• Reward team
performance
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Metrics
• Make everyone
responsible for
business goals
• Measure problems
solved, not clicks
• Support financial
and non-financial
incentives

14. Thanks!
Sandy Kemsley
sandy@kemsleydesign.com
Read my blog at column2.com
Find me on Twitter @skemsley
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