Risk Management - Use of Safe Harbours - Phase 5 to 6
Operating Procedures and Their Automation
The focus moves from enhancing individual productivity to enhancing the flow of work.
Jobs start involving multiple resources. There are milestones and people’s activity becomes dependent on handovers from other people. Staff begin to be specialised and the management of flow, rather than individuals, moves to the forefront of operational consideration. Bottlenecks start to appear and resourcing conflicts develop. Another step change occurs…
If you score 7 or more on this phase, then your return on investment will be enhanced by moving your focus to your next journey phase.
Phases Five and Six are a focus on processes (operating procedures and their automation)
- Phase Five – Workflow, “Job progress is clearly visible”
- Phase Six – Workflow Automation, “Automation of human tasks”
If you score 7 or more on this phase, then your return on investment will be enhanced by moving your focus to your next journey phase.
Phase Five – Workflow
Phase Five is characterised by standardising, tracking, and visualising the process used to complete a job.
Benefits of the Phase
- Improved visibility over workloads and job progress.
- Increased productivity/output.
- Easier and more even workload distribution across staff.
- Early warning of potential service failures.
- Fewer service failures.
- Improved customer service.
If you score 7 or more on this phase, then your return on investment will be enhanced by moving your focus to your next journey phase.
Phase Six – Workflow Automation
Phase Six is characterised by using automation to improve and streamline workflow management.
Benefits of the Phase
- Fewer service failures.
- Improved customer service.
- Reduced staff costs for equivalent output.
- Allow staff to focus on high-value tasks rather than simple repetitive ones.
- Staff are motivated by doing more interesting work leaving the grunt work to
the computer.
