“If you’re only solving for core processes, you’re not seeing where complex processes could add value on their own, or how their dysfunction could cause core processes to break.”
- Art Harrison, Co-Founder, Daylight
Redefining the importance of complex processes
Like a boat with a small tear in its sail, complex processes don’t always throw the ship off-course. But over time, one small tear turns into a rip and then a giant hole—completely taking the wind out of an organization’s sails.
A vital core process has the organizational momentum and priority for improvements to be made, and justifiably so. As a standalone, a process that’s core to your business is worth major investment. For instance, it may take a dedicated team of developers, project managers, and other knowledge workers to coordinate how to accelerate onboarding new clients at a bank or automate claims processing at an insurance organization.
Even if a complex process can be quickly addressed by IT support, most organizations won’t even entertain solving it unless there’s a strong case that doing so will yield a high return year over year. This is an oversight for a few key reasons:
You will still need to spend money because the teams impacted by complex processes often buy costly enterprise solutions.
If you have a handful of complex processes across your organization and each team finds their own technology solution, you could be faced with hundreds of new technologies that each require IT support.
IT departments have little to gain when they brush off complex processes, because ultimately the organization will lose money over time.