Unlock AI's True Potential with Better Business Processes
We're facing a paradox with AI. We envision self-running companies, but before we get to this version of an AI-powered future, we're wrestling with rigid processes and disconnected systems. How can we expect AI to deliver breakthrough value when it's operating on a foundation that's essentially a digital typewriter?
So, the real question isn't what AI can do but how we can leverage it to achieve tangible business goals without just masking our existing problems with shiny new technology. And I believe the answer lies not in more AI but in better business processes.
Joona Soratie
Joona advocates for a structured, measurable, and data-driven approach to process and organisational improvement. Strategy formulation and implementation, process development and design & bringing clarity to chaos in operational execution are his strong points.
Processes are the algorithm for AI success
Processes are the bedrock of any organisation. They're the algorithm that structures how to operate and how to deliver value. A recent Harvard Business Review article emphasises the critical synergy between AI and process management. It's not just about incremental improvements; it's about fundamentally rethinking how we run our businesses.
In addition, research by MIT highlights the maturity path of AI and how organisations evolve through different stages of AI adoption. Business processes are the core, starting from simplification to automation to forward-looking, AI-driven process management. The key takeaway here is that real business value, as shown by the profit and growth numbers, emerges when AI is deeply integrated into processes rather than being used in isolation.
Research by MIT: Processes are the blueprint for AI: Focus on AI & process synergy to drive meaningful business outcomes and long-term success.
Because AI allows us to solve relatively small parts of different process areas, like streamlining ticket labelling and root cause analysis, we can completely rebuild the end-to-end processes like never before. That's where we find the real business outcomes:
Revenue growth
Working capital optimisation
Improved labour productivity
Enhanced customer satisfaction
Strengthened compliance and sustainability
Agentic Process Automation and the digital process development toolkit
Let me introduce you to a relatively new technology: Agentic Process Automation. These agents are different from traditional RPA tools. They excel at transforming unstructured data into a structured format that processes can readily consume.
We're all familiar with the concept of self-service checkouts in grocery stores. Yes, there are more errors and theft, but they're still profitable and improve service quality. This same logic can be applied to our industries.
Imagine a field service worker needing a spare part. Instead of navigating complex SQA codes, they could simply take a picture and send it via email. Or, consider an employee needing a new laptop. They could send an image and let an AI agent process the image, identify the product, and automatically place an order in the ERP system.
This simple example illustrates how agents can play a small but critical role in a larger process. It's about integrating these technologies into a modern digital process development toolkit.
This toolkit includes process mining for creating digital twins, a robust BPMN and SOP library, intelligent automation, and ML/LLM-based solutions for advanced analytics. This allows us to understand our processes in real-time, identify bottlenecks, and predict future outcomes.
The agile process transformation journey
Many companies embark on multi-year process mapping projects. While valuable, there's a faster, more agile approach.
Start by selecting a focus area. Identify engaged individuals and processes with significant but manageable business cases. Build in-house process ownership, empowering process owners to drive change. Use qualitative and quantitative methods to map current and desired processes.
The goal is to generate quick results and build momentum. Show tangible improvements within weeks or months, creating a snowball effect of process transformation.
The AI-powered process development journey
IT leaders as the drivers of process transformation
CIOs and the IT organisation are the force that turns technology into business value. These are the three main reasons why that is:
Processes are capability: They transform technology into tangible business outcomes. CIOs are uniquely positioned to own this process transformation.
Processes are data: BPMN is a form of structured data, and including process data in your data strategy creates strong foundations for Al applications in business analytics.
Processes are IT: As we adopt new technologies, we're inherently shaping our processes. CIOs must balance standardisation with strategic customisation to drive differentiation in our processes and win in the markets.
In conclusion, AI's potential is undeniable. But to truly unlock its power, we must focus on building a strong foundation of optimised business processes. It's not about the technology; it's about the business outcomes. And CIOs who understand this are leading this transformative journey.