Analyzing and scrutinizing processes: Why this is crucial before any digital transformation

Frequently asked questions

• Why do processes remain slow despite new software?

  Because the tool itself is often not the main bottleneck. More often than not, the process is slowed down by unclear approvals, too many handoffs, exceptions in the workflow, or a lack of accountability.

• What should you do if Excel is still being used despite the new system?

  In that case, the official system usually doesn't capture day-to-day operations accurately enough. The use of Excel is often a sign that the process or data usage should be analyzed more closely.

• Why do approvals still take too long, even with a digital workflow?

  Because the workflow merely replicates the existing process. If there are too many decision points, unclear roles, or missing criteria, the process will remain slow even in a digital format.

• How can you identify media breaks in a process?

  When information is manually transferred between email, Excel, ERP systems, tickets, or specialized systems. This increases the workload, the error rate, and the need for reconciliation.

• How can you tell whether the problem lies in the process or in the system?

  If teams interpret the same procedure differently, many exceptions arise, or responsibilities are unclear, the problem usually lies with the process itself. If the procedure is clear but poorly supported by technology, the problem is more likely due to the system.

• Which processes should be digitized first?

  Ideally, processes that involve a lot of manual work, have many stakeholders, are highly prone to errors, or have a direct impact on operations, customers, or revenue.

• When is a process not ready for digitization?

  If roles, handoffs, exceptions, data flows, and objectives aren’t yet clear enough, digital transformation often leads to greater complexity rather than greater impact.