In conversation with Ian Barkin: Dig deep to surface process truths

HFS recently interviewed Ian Barkin, the co-founder of Symphony Ventures, an early RPA and intelligent automation consultancy. Ian is an industry influencer, frequent speaker, co-author of the book Intelligent Automation, and author of several Linkedin Learning courses on automation-related topics, including process discovery and process mining. He is also an advisor to HFS on the Future of Work. Ian recently joined the advisory board of Skan, and a year in, we checked in on how he sees the process intelligence space evolving.

The ability to unpack and analyze operational complexity is crucial for digital initiatives

Organizations constantly seek ways to improve and enhance their operational processes and make them more efficient, often leading to RPA adoption. Successful RPA adoption demands organizations sift through their operational activities and consider automating inefficient tasks. Today, enterprises want to scrutinize their operational activities further, understand the need for automation, and gain a visual representation of their business operations to assess whether they are headed in the right direction. This is where Ian opines, and HFS agrees, that process intelligence is a brilliant way for an enterprise to lay the groundwork for achieving success and understanding how operations are truly running.

Ian states that adopting the right technology is of utmost importance, “What matters is the intent of the technology—if it is the right one and it is generating accurate outcomes for an organization. That is where process intelligence can play a critical role. If deployed correctly, it can be an incredible augmentation to business analyst teams.”

Understanding anomalies at the ground level is the key to success

During one of our recent HFS roundtable events, a GBS leader stated that it is important to understand the process that requires improvement first instead of automating everything as it stands. One of our recent studies (see Exhibit 1) confirms that process intelligence would potentially help business leaders gain visibility, understand root causes, and identify appropriate measures required to enhance business and operational processes.

Talking about the benefits of automated process discovery, Ian used an archaeological dig site analogy. Enterprises are layer upon layer of systems, processes, and procedures. Often, these details are obfuscated or simply hard to find—they are effectively buried. It’s akin to wandering through the jungle and stumbling upon huge structures from thousands of years ago, hidden under vines and long forgotten.

Executives recognize the need for an in-depth view of the actual state of processes, making data actionable and root cause analysis among the key aspects to explore before implementing automation.

Exhibit 1: Process intelligence is expected to impact multiple strategic process transformation initiatives

Sample: 400 executives across Global 2000 enterprises
Source: HFS Research, 2023

Ian agrees, highlighting, “It’s imperative that there’s a shift in management philosophy. Technology no longer belongs exclusively to IT. There has been a democratization thanks to low/no code tools and citizen-oriented capabilities. It’s now everyone’s right and remit to think and act holistically, incorporating the full intelligence automation suite, including software robotics, AI, and process intelligence systems.”

Platforms such as Skan aim to provide differentiating business value in transformation

Process intelligence goes beyond simply pointing to what needs to be transformed. Skan has established a data-driven platform offering a visual representation of work activities.

Ian said, “Skan is very pragmatic with its approach and is well aware of the role that process intelligence will play as a valuable element in setting the foundation for digital transformation.”

Skan’s approach provides enterprises with actionable insights to optimize processes and focus on continuous monitoring and improvement. This enables the right changes and enhancements to processes, procedures, and technologies with the help of quantifiable insights. Skan leverages computer vision and AI to provide continuous, real-time, detailed end-to-end visibility into business processes at scale, with a zero-integration and non-disruptive approach, paving the path for digital transformation.

The Bottom Line: The Bottom Line: Process intelligence can unearth hidden work inefficiencies but must be set up in the right context and practiced as a discipline to realize long-term value.

HFS agrees with Ian. Organizations need to recognize that implementing process intelligence can go beyond providing insights to materially impacting workflows and business decision making. But to get there, you will need the right structural and process changes based on what the data shows you about your operations.

Process intelligence is critical for any organization focused on growth or cost savings. The emphasis should be on understanding the right data. Process intelligence provides a call to action for C-suites and operational teams to adapt to new digital tools and disciplines that are more useful in understanding the data behind processes. It can lead the way for data-driven transformation for organizations when applied in the right context or use cases.