Tag: OperationalExcellence
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The Work That Automation Leaves Behind Is Not Average
As AI automates routine activities, the work remaining for people can become more complex, uncertain, and expensive to resolve. Measuring automation primarily by the volume of work removed may conceal a fundamental change in the nature of the work that remains. The Queue Is No Longer the Same Queue Imagine a customer service operation introducing…
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The Queue After the Shortcut
Automation can make individual activities significantly faster without reducing the time required to deliver a complete service. The strategic value of productivity improvements depends on whether the time saved can travel through the processes, decisions, and responsibilities that follow. A Faster Review, the Same Customer Wait Consider a hypothetical insurance company introducing AI to accelerate…