In any Process Automation scenario, the level of human intervention essentially defines how automated the process is. If there is no human intervention, then the process is by definition, fully automated. Some processes, for example in manufacturing, do not require any human decision making, and can be fully automated, without compromising on quality or efficiency. But in many cases, human choices are required at various stages within the process for the optimal result.
Business process management (BPM) software can coordinate the interaction between Human and Machine decisions within automated processes. Let’s examine six levels of decision-making within BPM processes:
The end goal of all process automation is optimal performance. As each scenario is different, consider which level of process automation will help you best achieve that goal. Often, the answer is a mix of several levels, during different stages of the process.
Take for example the process of analyzing a silicon chip for defects in a fabrication plant. Most of this process is fully machine automated – once the technician places the silicon wafer on the analysis tool, the tool performs the defect analysis automatically, according to a pre-prescribed recipe of steps.
And yet, fabrication plants have discovered that this process can be optimized if at specific stages within the processes, the technician can be consulted for decision making. If, for example, a number of die sections have been found to be defective, the technician can be alerted and then make a machine-assisted decision on whether to abort or continue the analysis. The technician may possess more information or experience than the system which enables him to make a more intelligent choice (e.g. he is aware of a problem with the batch of wafers or the supplier), though he requires the system’s assistance in making this choice based on a complete picture of the data.
As such, even highly physical or chemical processes can be optimized if they are enhanced with human-decision points where appropriate. The governing principal should be that at any point, the choice should be made by the most capable participant – and sometimes, as a joint decision by multiple participants, each who are complementary to the other.
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