03 / SYSTEMS / AUTOMATION
SYS-003
Automation
Deterministic work, done deterministically.
Eliminate and simplify first. Automating a bad process makes it permanent.
DO NOT AUTOMATE A BAD PROCESS
MANUAL
One intake, before and after
FORM
sits in an inbox
EMPLOYEE COPIES TO EXCEL
the first of four retypings
EMPLOYEE CREATES CRM RECORD
same facts, second system
MANAGER CHECKS SHEET
which disagrees with the CRM
EMPLOYEE EMAILS ACCOUNTING
third system, by hand
Eliminate, simplify, automate, measure — in that order. Two of the six steps did not need to exist, and automating them would have made them permanent.
WHAT SHOULD HAPPEN NEXT?
The automation canvas.
A lead is created. Six things follow. Assign each one to a human, to automation, or to AI — then compare with ARK.
Lead created
Assign a rep
Check consent
Prepare context
Start the service level
Make the call
Assign all six and ARK's column appears beside yours. The comparison is the point.
WHAT IS THIS PROCESS COSTING YOU?
The cost of manual work.
CAL-001
Fill in the first four and the numbers appear here.
Not every hour should be automated. But you should know what manual work costs before deciding.