Virtual Workforce Management


Lessons Learned

Common Process Characteristics to Look for when Automating

Here is a list of most common characteristics of activities likely suitable for automation:

  • Large number of FTEs supporting a process
  • High transaction volumes or high unit-processing times
  • Transactions follow rules-based logic
  • Low number of "exception to the rule" scenarios
  • Inputs are in a digital structured format
  • Activities are performed by mid-level and junior staff
  • Needs to be accurate
  • Needs to be organized, systematic
  • Response time is important
  • Work is methodical, tenacious
  • Activity needs to be measured and controlled
Tristan Gitman