Operations, systems and automation without the transformation theatre.
OperationsBuying the software doesn’t make the admin disappear. If the handoffs and odd cases still sit with a person, you’ve just paid for a nicer place to do the same work.
WorkflowsAutomation is very good at repeating a clear job. Give it muddled rules, missing information or nobody owning the next step and it’ll repeat the muddle faster.
AutomationThe boring little job that happens all the time is usually a better place to start than the giant mess everyone wants to feed into a robot. Keep the judgement call with a person.
SystemsThe same details have a habit of turning up in two systems and asking to be typed twice. Before you automate it, check which system should own the truth and what still needs a human.
OperationsNot every spreadsheet is plotting against you. If it’s contained, reliable and clearly owned, leave it alone. Step in when people are chasing versions, fixing the same mistakes or keeping the next step in someone’s head.
Make.comMake.com is the tool I keep reaching for when information has to move between systems without somebody copying it by hand. It’s flexible, visible and very good at the boring middle bits.