Eight simple questions about business automation. Why automate a business process Search for software tools to automate a business process

There are a lot of myths, stereotypes and prejudices around the term "business automation". For example, that automation is necessary only for accounting, and, say, it is impossible to automate managerial business processes. Or, that automation is necessary only for large companies, while small businesses can do without it. Or that automation systems are extremely expensive, and it is far from a fact that the costs will ever pay off. For this article, we have collected questions that entrepreneurs often ask about automation, prepared clear answers to them and illustrated with real cases.

Real automation - what is it

Business automation is the transition of a company from time-consuming manual operations to the use of modern information technologies in operational work. Also, automation means the introduction of modern technologies where they were not previously used at all.

In small business, automation is usually used in two cases:

in supporting processes that do not directly affect the increase in income, but are mandatory for the business - for example, accounting and reporting;

in the main business processes - this, for example, can be the automation of sales or the automation of interaction with customers (it is also the implementation of CRM).

Accordingly, the motives and goals of automation can be different - in the first case, it is necessary to ensure the stability of the business and reduce the time and resources spent, in the second, to increase business profitability, gain competitive advantages, improve service, attract and retain customers, increase efficiency, and etc.

The “watershed” between these two groups of business processes just shows the difference between “accounting automation” and real automation: the first helps to fulfill the company's obligations to the state and its fiscal authorities with minimal costs, the second helps the company to spend less, earn more and develop more efficient. So, automation is not limited to accounting alone, the range of its application is much wider.

What are automation systems

Automation systems are the very programs and services that are used to move from manual labor to information technology. In other words, both an integrated ERP-system for enterprise resource management and a "cloud" service for an online store is an automation system.

Any business automation system provides for several key processes: data collection (input), data processing and provision of the collected and processed information in the form, volume, format in which it is needed by the manager or a specialized specialist.

For example, if you enter information about contacts with potential clients, then indicate at what stage the negotiations are with each of them, accurately enter data on the results of negotiations and on completed transactions - then in a good sales management system you can instantly get a "sales funnel", and with the accumulation of some statistics - and a sales forecast in depending on how hard your managers have worked today.

Automation systems work similarly for other processes. The manager can instantly receive information about the state of affairs in the company: how much money is in the accounts, how much you owe and how much you owe, what is the cost structure and profitability of the project, how many cold calls were made by employees, what is the real efficiency of each manager, etc.

Why do we need real automation at all,
what does she give to the company

In short, well-executed automation allows you to do the following:

improve the quality of customer service;

optimize logistics costs, improve the quality of logistics at all stages - from the receipt of the product at the warehouse to its delivery to the client;

efficiently plan the receipt of funds, prevent cash shortages;

calculate the profitability of orders;

quickly and correctly prepare documents for clients, contractors and partners - from commercial proposal before the reconciliation act;

relieve the head and key managers from routine work, use them more efficiently work time for the development of the company;

promptly receive any reports on the real state of affairs in the company;

optimize personnel costs, make more efficient use of working time and employee competencies;

to minimize the negative impact of the “human factor” on business;

store information safely - each employee works only with the data to which he is given access;

improve and speed up business processes in the company;

effectively support operational activities - organize accounting and control.

In a small business, these effects are usually noticeable after a few weeks.

What business processes can and should be automated

Usually, business automation begins with massive labor-intensive routine operations, with the processes that most affect the company's revenue and profit, or with the most problematic areas.

At first, you can automate tasks that are very time-consuming or impossible to perform manually - take into account retail turnover, analyze the movement of goods, plan cash flows, plan and account for working hours, calculate the cost, etc.

Secondly, you can automate the work of employees performing standard routine operations (telemarketers, logisticians, sales managers, etc.) or even remove certain jobs with employees (for example, set up automatic synchronization of data on the availability of goods in the warehouse and on the storefront of the online store).

Thirdly, you can use automation in order to "put things in order in the house" - to take control of accounts receivable, warehouse stocks, employment of employees, their compliance with the standards for calls and meetings with clients, etc.

It is not necessary to automate all business processes at once. You can gradually scale up automation in your company as needed. And create a unified management system consistently.

The main thing is to remember the goals for which automation was started. Automating for the sake of automation is a waste of time and resources.

How to choose a software product for automation

When choosing a business automation system, you can go in two ways:

Use a standard ("box") product or cloud service.

Develop and implement an individual software solution.

A standard solution is easier to implement and cheaper. But it should be borne in mind that not every typical product can be modified to suit your tasks - in a number of programs, the possibilities for customization are severely limited or completely excluded. By the way, the same applies to cloud services.

The best option for many small businesses is to purchase ready-made solution with the ability to customize, quickly launch it so as not to slow down vital business processes, and, if necessary, start work on customizing the product, i.e. its customization for the specific tasks of your company.

The choice of the program is a rather responsible matter, it is necessary to work through a rather substantial array of information. There are many software products on the market, each with its own characteristics and advantages. You should receive answers to the following important questions:

what specific tasks and processes are planned to be automated;

whether the functionality of the system corresponds to the tasks that will need to be solved with its help;

is it possible to customize the system for your business practice;

whether it will be possible, when business processes or business conditions change, to quickly change the system without stopping its operation;

how easy and convenient the system is to use;

is it possible to integrate the system with other applications or services;

whether the system is supported on tablets, smartphones;

who and how will implement technical support;

how much implementation and support costs.

To answer these questions, it is advisable to consult with representatives of vendors (i.e. software companies). If possible, also communicate with fellow entrepreneurs who are solving similar problems; their experience will give you valuable information, which will help you make a choice in favor of a particular software product.

How much does the automation system cost

This is a rhetorical question, and there is no definite answer to it. How much does the repair cost? It can be done for 100 thousand rubles, or it can be done for a million, it all depends on the area of the room, tasks, quality of materials, etc. The cost of a specific software solution will also depend on many variables: what tasks are to be solved using the system, is it a typical product or customizable, what resources will be required for implementation, how many workplaces will be connected to the system, etc.

The cost of automation consists of several components:

the cost of the system itself (the cost of a box or rental payments - in the case of using "cloud" applications);

the costs of setting up the system and training personnel;

the cost of regular maintenance.

To this can be added indirect costs - for example, the time spent by the director and key users to participate in the project.

How is the implementation of the automation system
and how to choose a contractor company

Implementation is the process of adjusting software for business and, in part, for business - for software.

For simple tasks or processes, “implementation” will consist only in installing software on your computer (or registering in a “cloud” service) and entering initial information. Immediately after that, you can start writing out documents, filling out a customer base or issuing tasks.

For more complex tasks (for example, calculating the planned profitability of orders at the time of the conclusion of the transaction - in order not to work at a loss), it may be necessary to modify the system for the conditions and practices that have developed in the company. A properly selected system usually maintains some kind of typical process for such a task. But in practice, each company has its own methodology. It is this specificity in the implementation process that will need to be reflected.

Implementation can be done on your own or you can invite specialists. But do not hope that the contractor will do everything in in the best possible way without your participation; key employees and company management will have to actively participate in almost all stages, the deeper you plunge into the implementation process, the success of the project will largely depend.

Choosing an implementation partner is about the same as choosing a team for renovating an apartment. Conduct market monitoring and identify companies whose competencies are sufficient to solve your problems, and the conditions are optimal in terms of price / quality ratio. It is highly desirable that your potential partner has a certificate of compliance of the quality management system with the international standard ISO 9001: 2008. Hold meetings with the specialists of the companies from this shortlist (including be sure to talk with the employee who will accompany your project). Explore the portfolio, paying particular attention to whether the contractor has a track record of successfully implementing an automation system in companies whose specialization and line of business coincide with yours. It is also advisable to talk with the top officials of these companies and find out their opinion about your potential partner - was the implementation successful, are you satisfied with the results of the work, is the warranty service organized well, what difficulties you encountered, etc.

Also, when choosing a contractor, it makes sense to use the principle of proportionality: if you have a small company, then it is advisable to do business with small firm- all approvals will take place faster, it is easier to negotiate with an equal partner on controversial issues, etc.

What are the risks when implementing an automation system

Of course, when introducing an automation system, there are certain risks - from missed deadlines and exceeding the budget, to staff resistance and the need to change individual business processes to meet the requirements of the system. But most of the problems can be avoided if the tasks requiring automation are correctly identified, the existing software products are monitored with high quality, and the choice of an implementation partner is thoughtful. Also, an important condition for the successful implementation of the project is the personal participation of the first person of the company / business owner, in this case the risks of “getting the wrong thing” are significantly reduced.

As for the resistance of the staff, it is very important here, on the one hand, to carry out high-quality work to explain the benefits and advantages of automation for the company and all employees, and on the other hand, to create in all employees, including top management, a firm sense of the inevitability of change. If there are cases of disruption of some processes, it is necessary to investigate and remove obstacles in hot pursuit. A good tool implementation is to reward employees for involvement in the project and for some milestone achievements, this will help to achieve the loyalty of the rest of the team members.

Today it is one of the concepts of their management, a distinctive feature of which is the use of information technology. It provides for the widespread use of computers and software and ensures the management of information, resources and activities with minimal or no human involvement in these procedures.
The main task to be realized process automation design- this is the conclusion of the qualitative indicators of processes on a fundamentally more high level... It is achieved mainly due to the fact that the main advantage of the automated mode over the manual mode is its greater reliability.

Which, in turn, contributes to:

Increased productivity;
- acceleration;
- reduction in price;
- increased accuracy and stability.
Today process automation in the world it is used everywhere - from coordinating the most complex industries to making acquisitions in supermarkets. The focus of the company, as well as its scale, in this case are not fundamental: automation literally permeates any of them. And thanks to the use of the processor approach, uniform principles of automation are applied to the entire set of processes.

Principles

Although process automation can be implemented at different levels, its principles for each of them, as well as for any of the processes, are the same. This circumstance sets the conditions for the most efficient implementation of the processes carried out in automatic mode and defines the principles of their control from the side of automation.
These principles include:
1. Consistency. In a process controlled by automation, all operations must be coordinated both mutually and with its inputs and outputs. Failure to meet this condition often leads to failures in the implementation of the task.
2. Integration. A process controlled by automation must be able to integrate into the overall system of the organization. According to the level of automation, this integration can be implemented in different ways. That, however, does not change the essence of the principle itself, which remains unchanged. The goal of automating any process is to ensure its interaction with the environment, which is external to it.
3. Independence of execution.

Any process implemented by means of automation should be implemented without human participation or with a minimized level of control exercised by the operator. Under the condition that the process is implemented correctly, human intervention in it should not take place.
It is worth noting that the principles listed above can be significantly detailed, depending on the type of processes and the level of automation.

So, the automation of production processes provides for such principles as:

Continuity;
- specialization;
- proportionality, etc.
Levels
Process automation is necessary condition support for the management of the company, affecting all levels of its hierarchy, and the level of automation is determined in accordance with the level of management. There are three main levels of management:
- operational;
- tactical;
- strategic.
Based on the classification described above, the following levels of automation are distinguished:
1. The level of performers. Typical processes for him are those that are performed regularly. Their automation works to achieve operational goals (for example, the implementation of one of the production processes), maintaining the specified parameters (for example, the autopilot of an airliner) and maintaining the desired operating mode (for example, the temperature indicators of the boiler).
2. The level of production management. In this case, the goal of automation is the correct distribution of tasks between processes that are lower in the hierarchical ladder. Examples include the implementation of production and service planning, as well as processes for managing resources, documentation, etc.
3. The level of enterprise management. Automation at this level solves problems associated with analysis and forecasting. Contributing effective work the highest level of the enterprise hierarchy in the financial and economic area - this is its main purpose.
As for the implementation of the automation of processes at each of the above levels, it is possible through the use of systems such as:

- CRM - customer relationship management system;
- OLAP - analytical processing in real time;
- ERP - enterprise resource management.

Each of the automation systems can be classified into one of three main types:

1. Immutable. During the process, the specified sequence of actions is not subject to any adjustments.
2. Programmable. Depending on the program used and the specifics of the process, the sequence of actions may vary. The choice of the required sequence depends on the set of instructions that the system is targeting.
3. Self-adjusting. The required options for solving the problem can be selected at the discretion of the system during operation. Changing their sequence and conditions of implementation is carried out by monitoring the progress of the process.
These types of process automation can be used separately or as part of a combined system: it all depends on the situation.

Views

According to the location of the enterprises in the processing chain natural resources, they can all fall into one of three categories.
The first is the "miners" and producers of raw materials. Representatives of Agriculture or the hydrocarbon production industry.
The second one is those who process the first extracted raw materials. This category includes car manufacturers, enterprises that produce electricity, steel, electronics, etc.
The third is representatives of the service sector: entertainment, medical, educational, financial and other institutions and institutions.
For any enterprise, no matter to which of the described groups they belong, there are general categories of processes associated with their activities.

These processes are:

1. Business. Or business processes, as they are also called. Their task is to ensure effective interaction both within the enterprise and with various external stakeholders (consumers of goods or services, product suppliers, regulatory authorities, etc.). Typical business processes are all types of planning, marketing and accounting, as well as customer contact activities.
2. Design and development. Such processes provide for the collection and analysis of initial information, project implementation, control over its implementation, etc.
3. Manufacturing. All processes for the implementation of the production of goods or services should be classified in this category. The same can be said about the processes associated with different kinds planning, supply, service, etc.
4. Monitoring and analysis. The collection and processing of data related to the execution of processes is the main task of the processes from this category. Examples - implementation of quality control of goods or services, management, inventory.
Anyone who wants to get acquainted with examples of various technical specifications for the automation of the company's subsystems can view and buy them in the Quality Management online store.

Strategy

Being a difficult and rather time-consuming task, process automation requires strict adherence to a certain strategy, which contributes to an increase in the efficiency of activities and obtaining a considerable number of obvious advantages.
In order to form a strategy, the process must:
1. Understand. Based on a thorough analysis, you can get the most complete picture of the process, down to the smallest details. So, you should get data about its inputs and outputs, the sequence of operations, the presence of communication with other processes, the composition of its resources, etc.
2. Simplify. This can be done by deleting operations that are not valuable. Some operations can be combined, performed in parallel, etc. Anything that is most rational is welcome here - for example, improving the technology for implementing the process or its complete replacement.
3. Automate. This point should be approached only after completing the previous one. The reason for this is simple: the simpler the process, the easier it is to automate and the more stable and efficient it will be.

Advantages

Practice shows that process automation in the overwhelming majority of cases, it contributes to a tangible improvement in the quality of both products and the management of its production. When implementing QMS management, it allows the company to improve the quality indicators of its work. However, before making a final decision on the implementation of automation, it is recommended that you familiarize yourself with its main benefits.
So, the main advantages of process automation are:
1. Acceleration of operations that are repeated. Automation in the course of its work is not subject to fatigue, which ensures its faultlessness, regardless of the duration of the activity. In addition, she implements the same type of tasks much faster than a person.
2. Improvement of quality performance indicators. The main reason for this is the lack of a human factor, which contributes to a significant reduction in the number of various kinds of errors.
3. Improving control accuracy. Thanks to the information technology used, the amount of data about the process can be very large, which contributes to its more accurate execution.
4. Possibility of simultaneous implementation of several tasks. The parallel solution of such actions using automation significantly increases productivity without compromising accuracy and quality.
5. Increasing the speed of decision-making in typical situations. This advantage ensures that there are no inconsistencies in the next stages of the process.

When automation may not be justified

However, it should be borne in mind that in some situations, the use of process automation is not justified. This is possible when:
1. The performed actions are too complicated technologically or economically.
2. The product has a short life cycle... If products are created and introduced to the market as quickly as possible, or the demand for them will be short-lived, automation may turn out to be less rational than manual execution of processes.
3. Products are one-of-a-kind, handmade by a master.
4. The demand for a product is subject to excessive fluctuations. This circumstance leads to changes in output volumes, which makes the use of automation unjustified.
In any case, before making a final decision on the appropriateness of using automation, you should carry out the most thorough analysis possible in order to exclude the likelihood of an incorrect conclusion.

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Examples of successful enterprise automation are rare. Given that the measures to establish it are very laborious and not cheap, it is worthwhile to first figure out what automation of business processes is for, how it will help you in solving pressing problems.

In this article, you will learn:

What exactly is it
Popular automation systems
Where should automation begin in a company?
What to look for when choosing funds
4 tips on how you can save on it
Pitfalls »business process automation
What to Control During Automation Management

What does business process automation mean?

Business automation is commonly understood as the process of transferring routine repetitive operations and tasks under the control of a software package or information system. As a result, the company's management gets the opportunity to free up human and financial resources, increase labor productivity and more effectively manage the development strategy.

A typical example of managing an organization, when a clear sequence of actions is not followed, can be presented in the form of the following diagram:

This management method is accompanied by serious drawbacks:

managers and line managers experience a constant high load, since the work process takes place exclusively with their direct participation;
in the process of performing tasks, in addition to the main performers, employees of related departments are involved;
no one knows at what stage the solution to the problem is;
areas of responsibility are not divided, many functions are duplicated;
the timing of decisions is not closely monitored;
employees participating in the process are not motivated for the ultimate goal.

As a result of this approach, everyone is busy, and the solution to the tasks set leaves much to be desired.

Process approach is fundamentally different from this state of affairs, since it is based on the optimal order of actions and control of implementation at each stage.

The purpose of the process approach is the compliance of the enterprise's activities with certain regulations and the interconnectedness of internal business processes.

The process approach has the following advantages:

orderliness of business processes;
solving problems in the shortest way;
personal responsibility of employees for their area of work;
control over the execution of tasks;
motivation of employees to achieve optimal results;
scheduling by the timing of tasks;
simplification of the internal hierarchy of the organizational structure of the enterprise.

What exactly is the automation of business processes

Automation systems allow you to simulate business processes of any complexity online. An accessible task manager is provided for users, combining convenience and versatility.

With its help, employees get the opportunity to appoint persons responsible for solving specific tasks, receive statistics on the time spent on individual processes, and also make plans to optimize their activities. A reminder of deadlines will help you avoid missed deadlines for certain tasks.

Customer information management

At the heart of each business process automation system is a database that unites all information about the company's customers. When this information is used correctly, the organization can operate as efficiently as possible.

The system organizes data and makes it possible to group them depending on specific tasks. The customer base includes the full amount of information needed to optimize the customer experience.

All data is grouped into convenient blocks, the system provides a convenient opportunity to send a letter, make a call, remind history joint activities and will even show profiles on social networks.

Sales process automation

The main functions of the business process automation system include helping managers in effective sales management. Thanks to the system, work on several transactions can take place simultaneously. Each step is guided by users to help them plan their next step most effectively.

Having before his eyes a history of cooperation with a particular client, the manager will easily offer him exactly the product that most likely will satisfy his needs.

The sales funnel and other analytics methods make it easy to identify weak points in the sales process, paying attention to which employees will get the best result. Convenient visual tools of the system make it possible to make sure that the client's profile contains all the necessary information, as well as the data on transactions are reflected as accurately as possible.

Lead management

Lead management is an equally important function of a business process automation system. Users can get an idea of the needs of customers, both included in the company's base and potential customers.

Each new lead is subject to automatic registration in the system, after which it itself prompts the manager the steps that will be most effective in a particular situation.

Customer Service Management

Long-term relationships with clients are impossible without a well-functioning service. The business process automation system allows you to set up a high quality multichannel service. Customer cases and service requests are managed based on a reference process.

Information about customers, incoming and outgoing calls is focused in one window. The system is able to offer the necessary form of the contract, determine the skill group, calculate the time frame in which the application will be completed, and make a call back to the client.

Document flow automation

The automation system allows you to put in order the company's document flow in order to further increase the efficiency of managing contracts, invoices, protocols and incoming correspondence. The program offers to use ready-made templates for the formation of various documents.

It is possible to attach scanned copies for quick access to printed versions. Electronic storage contains the entire volume of enterprise documentation. Convenient search allows you to find required document in a split second. Possibility is provided group work, as well as sightings for the purpose of reconciling accounts.

Product portfolio management

TO usual opportunities business process automation systems added tools that allow you to structure the nomenclature and manage the product catalog. To facilitate the search procedure, you can install a convenient filter. Accounting for prices and discounts will become much easier, as well as the selection of products for an order.

Popular business process automation systems

Submit your application

Each enterprise has its own business processes. Their combination can be grouped in several directions and subsequently automated both in general and within one process:

Complex automation of business processes

Automation of business processes, carried out in an “island” way, without interconnection between individual systems, rarely brings tangible benefits. When it comes to optimizing individual areas of activity, the goal is not to improve the efficiency of the company as a whole.

A unified system for automating business processes, on the contrary, is a set of tools that allow you to manage the financial and economic activities of an enterprise as a whole, to maintain operational, accounting and management accounting.

ERP - the concept of a unified system for managing companies - began to be applied in the late 80s, over the years it has become more and more popular thanks to the advent of the corresponding software.

The ERP system is based on the principle of a single information space, with the help of which it is possible to track and analyze data on business processes occurring in various divisions of the organization.

ERP systems use a modular principle to build, have a structure consisting of independent blocks responsible for a separate process. This allows you to refine and expand the capabilities of the system along with the emergence of new technological or legislative aspects, as well as changing customer needs.

A typical ERP system consists of the following groups of modules:

logistic;
industrial;
marketing;
supplying;
sales, etc.

ERP systems in Russian business began to be used by the largest companies at the very end of the 20th century; today no enterprise, regardless of its size, can do without them.

Having implemented an ERP system, the company no longer needs numerous programs with a narrow focus - work with a warehouse, finance, logistics, office. Consequently, IT support costs are significantly reduced.

In 2017, the top three leaders in the global ERP systems market were SAP (20%), Oracle (13.9%) and Microsoft (9.4%). They are followed by the following companies in descending order: Infor, Epicor, Sage, NetSuite, IFS, IQMS, Syspro.

Oracle was recognized as the champion in the speed of implementation, and SAP in terms of the return on investment.

The most popular Russian ERP system in 2017 was 1C: Enterprise. Slightly less popular are Galaxy ERP, SAP ERP, Microsoft Dynamics AX, Microsoft Dynamics NAV.

Where should the automation of business processes in a company begin?

In the course of establishing the automation of business processes, the enterprise goes through the following stages:

Analysis of business processes, their adaptation or revision.
Determination of immediate needs for automation.
Selection of software or development of customized software.
Implementation of the system at the enterprise and training of personnel in its use.

In this list, absolutely all stages are important.

To begin with, let's decide what will be discussed. A business process is a set of activities that obey a common goal, occurring in a given sequence and proceeding within the framework of established requirements.

As a result of such activities, resources are converted into final product valuable to the consumer. If you look at the business process from the side of information technology, it will look like a sequence of works related to production activities enterprises, the purpose of which is to create surplus value.

The business process includes the structure of several actions aimed at achieving goals in the information system, such as enterprise management, product quality analysis, and resource support for its release.

We often see how the management hopes to establish interaction between the divisions of the company by automating business processes. Yes, information systems are an integral part of management, but they cannot fundamentally change an illiterate organization.

Many enterprises work with huge amounts of data, for the analysis and use of which modern systems are simply necessary, and automation will help the company reach a new level of development.

When it comes to the fact that the collection of information is absent or its reliability is in great doubt, the divisions of the company do not interact with each other, it is first necessary to establish a management system.

That is why the first task before the management is to assess Current state and determine if automation will help solve problems.

With the help of automation of business processes, today it is possible to provide a solution to the following tasks:

Increase the speed of information processing within the company(for example, the instant receipt of an application from the sales department to the warehouse).
Achieve business transparency(for example, find out the amount of debt of counterparties).
Control the amount of information(for example, customers have the ability to leave applications through the site).
Increase interaction between departments(for example, an item booked by a customer will not be sold to another).
Increase the indicators of business adaptability(for example, prices and taxes are calculated automatically), etc.

However, in order to solve such problems as attracting new customers, the timeliness of delivery tax reporting and strategic planning, business process automation alone is clearly not enough.

As a rule, its implementation is required in the following cases:

reorientation of the enterprise to meet new challenges(manufacturing of other products, entering new markets, equipping production with modern technological lines);
implementation of reforms or changes in management principles;
the inability of the old automation system to meet the needs of the enterprise;
preparing the company for sale(as a result of automation, its market value will increase).

The next most important step is to decide which area of the company's activities needs to automate business processes in the first place. The easiest way to do this is for representatives of small and medium-sized businesses. They only need to determine which employee is involved in the storage and processing of data, reporting and similar activities.

Accounting and sales departments, warehouses, etc. are the first to come to mind. There are business processes that need to be automated without hesitation - personnel, accounting, inventory accounting.

Another way to determine which area of the company's activity needs priority automation of business processes is to identify the weaknesses of the enterprise. The factors of dissatisfaction can be different - the timing of the process, its cost and quality.

For example, you can draw up a development plan without using software. Naturally, the calculations will not be accurate enough, and their implementation will take at least a week. At the same time, a large number of errors cannot be avoided, and labor costs will be excessively high.

For small and medium-sized businesses, it is worth first of all to automate communication with clients and all its components:

taking orders;
feedback;
complaints, wishes, suggestions.

Work with clients should be built on the basis of a detailed algorithm, starting with an incoming call or e-mail and ending with order fulfillment and warranty support.

The goal of automating business processes should be the passage of information from receipt to implementation without the slightest delay and additional effort on the part of the customer. We must not forget that the company's clients are the source of its prosperity, it is from them that the money comes, which can be used for further optimization.

Concerning large companies, then they should first of all automate the production and work of warehouses, which will allow them to process the maximum number of orders.

Some Russian companies traditionally regulate their business processes according to job descriptions, therefore, the work in them is adjusted on the basis of achieving the specified indicators.

This means that several divisions can be engaged in sales at once, as a result, a conflict of interest arises, which negatively affects the overall situation with sales and the final profit.

Having automated relationships with customers, you can start transferring other business processes to an information basis - warehouse, procurement, production, etc.

The next step should be the introduction of automation in payroll accounting, the formation statistical forms, accounting of precious metals.

But that's in theory. Practice shows that first the automation of financial and material flows, that is, accounting, warehouse accounting, cash. Then they proceed to sales, purchasing, production and quality control.

The final stage is the automation of personnel activities. The total duration of the project implementation can take from one and a half to three years.

What to look for when choosing tools for automating business processes

When thinking about purchasing software for automating business processes, you can consider two options:

create a system based on a typical product;
develop and implement software taking into account the individual needs of the company.

The standard product will be more cost effective and easier to implement. Its disadvantage can be considered the limited ability to adapt to the needs of the company, provided by the developer. This also applies to cloud services.

To select the optimal software, you need to answer several questions:

What business processes are subject to automation?
Do the functionality of the selected program meet the tasks that it has to solve?
Is it possible to adjust it to the specifics of your process?
Is there a possibility of promptly making changes to the system without stopping its use, if the need arises?
Is the system easy to use?
Is it possible to integrate the system with already installed services or automation programs?
Who will provide technical support and under what conditions?
How much will it cost to implement and own the system?

It is unlikely that it will be possible to do without the help of professionals, so you should seek advice from vendor companies that develop specialized software. It will be useful to analyze the experience of partners and competitors.

Based on all the information received, taking into account the specifics of your own industry, you can start choosing a specific product. Deciding whether business process automation will be complex or can be dispensed with ERP system, depends on the characteristics of the enterprise.

How much will it cost to automate business processes of an enterprise?

It is rather difficult to give an unambiguous answer, since the cost of automating the business processes of a particular company is directly dependent on several conditions that must be taken into account:

what tasks the software should be designed for;
the system should be typical or customizable;
what resources are required for its implementation;
how many workplaces should be connected to the system.

For example, the purchase of the most popular program in Russia "1C: Enterprise" will cost from 40 thousand rubles for 20 jobs to 400 thousand rubles - for 100.

Several factors also affect the cost of automation:

the price of the system itself, including the "box" or rental payments, if the "cloud" version will be used;
the cost of services for setting up an automation system and training employees to work with it;
payment for technical support.

Indirect costs such as key user and management time spent on project participation should be included in this cost item.

Council number 1. Make sure that the description of business processes is kept up to date.

Draw up regulations for maintaining and coding the NSI analytics (reference information). Check management and staff on a regular basis for knowledge of the company's business processes and quality control systems. This guarantees savings of the IT project budget up to 30-40%.

The employees of the enterprise should have a clear idea of what exactly is subject to automation and why it is necessary. With an understanding of the essence of the processes, the development of the program or the adaptation of the "boxed" version will not present any difficulties for the IT director.

You can implement the project both independently and using the services of specialized companies.

There are examples of implementation integrated automation business processes by large corporations with a turnover of billions of dollars in just two months. Such a result can be considered impracticable, but it should be borne in mind that this was the final stage of preliminary work on the NSI and reporting forms, which lasted more than two years.

Council number 2. Use free programs to automate repetitive operations on your computer.

Sharing responsibilities will help you get rid of the routine.

Council number 3. Benefit from automation implementation services provided by IT companies who have already completed projects in your industry.

They understand the specifics of your business, which will significantly reduce costs.

Council number 4. Deal with IT companies that sell and install various automation systems, that is, multi-vendors.

The qualifications of the personnel of such firms allows them to look more broadly at the problems of implementing systems, they can compare various software products, highlight their pros and cons. Hence, there is a high probability that the optimal solution will be selected for your business.

"Pitfalls" in business process automation

Don't strive for excellence

The first stage of preparation for the implementation of automation systems is research, accompanied by voluminous reports on the company's business processes. At the same time, many are faced with such a characteristic problem as the delay in the procedure for agreeing on the details of the future implementation and the repeated transfer of documentation from the customer to the contractor.

Excessive thoroughness and striving to bring the project to the ideal in this case should be avoided, since all this delays the deadlines and increases expenses, while not giving a tangible positive result.

To prevent this very common mistake, the indication in the contract of the terms of preparation of the documentation, the number of necessary approvals and strict adherence to them will help.

Decide on the choice

When developing a system design, a common problem can be called the choice of an option according to which the gap between the description of business processes and the standard type of the installed system will be realized.

When solving any problem, varying degrees of automation can be applied. So, the need to replenish the selection zone from the reserve is implemented in several ways:

manual formation by the user of a task to replenish the selection zone as required;
automatic generation of a task when a certain parameter reaches a certain critical level;
automatic task formation, taking into account all potential orders;
automatic formation of a task, based on taking into account all potential orders, deliveries, etc., and also taking into account the increasing complexity of execution.

The biggest problem in this case is the choice of the optimal solution. For maximum speed, the goals of the project and the timing of its implementation should be determined. The points of view of all interested parties must be taken into account.

One task may look different to IT professionals and warehouse workers. It should be solved so that the system does not cause difficulties for its main users.

Fear of innovation

The stage of implementation of automation systems often becomes the reason for the dismissal of personnel who refuse to learn to work in a new way. Cases when half of the warehouse employees preferred to change jobs instead of mastering new technologies for accounting for goods are quite common.

Leadership may take some preventive action, namely, to conduct training, while paying special attention to its availability for the majority of employees, to explain the benefits that the company and the employees themselves will receive as a result of the implementation of the automation system.

However, if the resistance of the staff is too great, it may be worthwhile to rely on the recruitment of new employees who are ready to master new forms of work. This solution to the adaptation problem is quite common. Newly hired workers are not bound by the framework of "how it was before", so they easily accept the new conditions.

The features of automation systems, which minimize the need to memorize huge amounts of information, allow a person to get comfortable at the workplace in a few days.

What to control during the management of business process automation

The implementation of business process automation systems requires constant monitoring of the main areas of work both on the part of the customer and on the part of the performers. To the most important points it is worth mentioning the cost of the project, the timing of the individual stages, the activities of the personnel, the quality of intermediate work.

Prevention of deviations from the planned indicators provided for by the contract, the timely adoption of measures to eliminate the identified deficiencies constitute the bulk of the tasks facing the management on both sides.

Deadlines

The increase in the time of the project implementation, implying additional expenses, can be called a classic problem of any introduction of new technologies. As a rule, it occurs as a result of side factors. Special management mechanisms will help to minimize the likelihood of delays.

The main one is the project schedule. It regulates all the work that needs to be done, in mutual connection. A schedule is necessary to monitor the passage of control points for the implementation of project stages and control the deadlines set for each of them.

In this document, it is necessary to provide for reserves of time in case of unforeseen circumstances, as well as the dates of control meetings. Successful implementation the project depends on how well the teams will interact.

Maximum accuracy and detail in the scheduling increases the likelihood of adherence to the schedule.

Increase in value

The cost of project implementation, as a rule, increases due to a change in the scope of tasks compared to previously established ones and an extension of the deadline. The rise in value in itself can be a factor provoking new problems.

Particular care must be taken when considering increasing the functionality of the system being deployed. Yes, often the need to add new features manifests itself only during the installation work, it was extremely difficult to foresee it in advance.

But for the most part, the project participants insist on expanding the functionality, in an attempt to realize their creative ideas. This pursuit of the ideal can be a reason for delaying deadlines, so it is better to include initiatives to improve the system in the plan for subsequent work.

The foreground should be the timely implementation of the project to automate business processes and the achievement of the goals set at this stage. This is justified from an organizational and economic point of view. Striving for endless improvement of the system can lead to the loss of its relevance.

Personnel issue

This is one of the key factors affecting the success of the project. Personnel in the IT sphere, as well as in other industries, where the outcome of an activity largely depends not on equipment, but on a person, plays an important role.

Consequently, the absence of problems in the implementation of the project and minimization of risks are guaranteed when the performers are distinguished by high professionalism, responsibility and a desire to achieve the best results.

Often, the introduction of new projects is accompanied by a negative attitude from employees, obvious opposition, and the division of spheres of influence.

Another common problem related to personnel is the lack of the customer's employees with the necessary qualifications to participate in the implementation of the project.

There are several ways out of this situation:

to replenish the staff with a new employee with a sufficient level of knowledge to carry out project activities;
temporarily hire an employee of the executing company who will represent the interests of the customer in the framework of the project (this option is not suitable for everyone, but in the practice of some companies it is found);
transfer to outsourcing of an independent IT company the functions of project control on the part of the customer.

When implementing a project to automate business processes, constant monitoring of the achievement of intermediate results fixed in the schedule is required. The purpose of such monitoring is to keep track of how the steps taken are in line with the ultimate goal.

For this, there is a mechanism of checkpoints - certain parameters that must be achieved by the appointed date. Analysis of the completeness of solving problems at a specific moment helps to understand whether the progress of the implementation of the automation system deviates from the planned one.

At meetings of the project leaders, the indicators are compared on both sides and the following objectives are set.

In conclusion, I would like to say that the automation of business processes is a complex but fascinating process in which several parties are involved at once. It is distinguished by its multitasking and will be successful only if several important conditions are met:

the experience of a company that implements an automation system;
the level of qualifications and reliability of the team working on the project;
the selected implementation technology.

At the same time, particular importance should be attached to the legitimacy of the procedures being carried out: to use licensed software, to contact specialists who have been certified to perform the relevant services.

After making sure that the IT company, which you are going to entrust the automation of the business processes of your enterprise, has been working in this area for a long time, has a lot of successful completed projects, works exclusively with licensed programs, you can expect that the implementation of the system will become the starting point for the development of the company.

How to implement automation in the enterprise.
How to choose or develop software.
How to choose a supplier of automation systems.
What automation systems exist on the market.

Automation of business processes is the best opportunity to reduce costs, increase profits and bring an enterprise in line with modern trends. Find out how to choose an automation system for your company.

Business process automation system

For mailing, a neutral text is formed, in which the name of the client is substituted. Whether masculine or female name substituted, the meaning of the text should not change. To avoid stereotypes, the mailing list can be composed in the style of letters that were sent manually before the implementation of business process automation.

When planning mailings, you should pay attention to the limitations of the mail server. On paid servers there is a limit on the number of letters per hour, on free servers - the limit is on the minute. If the maximum number of letters is exceeded, the mail account is blocked. To avoid such situations, the mailing list is divided into several parts - this must also be taken into account when automating.

Calculations

Every company works with computing. In the simplest case, this is a formula like "Cost * Percentage = Price" or "Quantity * Price = Check Amount".

Complex formulas are sometimes encountered. Sometimes companies create their own software packages - for example, by calculation plastic windows... Automation of the computing process will allow you to fill in all the necessary fields and carry out all calculations practically without taking into account the user - he will only need to enter the initial data on the basis of which the work will be carried out.

Ultimately, this will minimize errors and speed up the user experience.

Making report

It all depends on the needs of the enterprise. For example, for an enterprise retail reporting on the receipt and consumption of goods, inventory balances, write-offs, profit and loss statements, etc. is required. And not always a suitable solution is in a ready-made software package.

Automation software

Having decided on all the questions above, you will get an idea of what kind of program you need. Then you have two ways:

Use a sample product.
Develop and implement your own software.

Any existing information system can be used to automate a business process. For example, ERP systems are used for IT support production process, CRM systems are actively used in sales.

There are three classes of applications that were originally developed to automate business processes. Let's take a closer look at them.

Business process modeling systems

These systems are very often used in modern business... With their help, you can describe, document and accompany any business processes taking place in the company. Since an ordinary language cannot always be used for formalization, experts have developed specialized languages called notations. With their help, you can carry out a more formal reflection of the business processes of the enterprise.

Numerous methodologies (RUP, SADT, etc.) and accompanying software are widely used for modeling today. Small and medium-sized companies use a standard application for support Microsoft Visio, large companies are developing their own software package, level ARIS Toolset.

Worlflow systems

This system was developed over two decades ago. V classic form it should contain the following services and applications:

A service with the help of which business processes are launched and executed.
Complex of visual display of stages.
The necessary infrastructure for storing templates.
A user-defined location through which he can access various required functions and data.
Means of control over the implementation of business projects.
Tools that ensure the interconnection of individual workflow systems with each other.

BPM systems

BPM stands for business process management systems. They were developed relatively recently, as an extension of the systems of the previous class. Their distinctive feature lies in the fact that one set can include tools for modeling, implementation and further support of all the necessary processes.

The BPM system is based on data flow control. She took this from the Workflow class. In addition, BPM can include a number of additional subsystems:

Moving from modeling to implementation... It is also possible to use reverse engineering: after the implementation of a business process, its model is updated.
Description of statistical metrics - collection, analysis, presentation... In most cases, such a subsystem is part of a general data collection and analysis system.
Business process analysis, orBPA... It analyzes the efficiency of the company's personnel, the efficiency of business processes, and capacity utilization.
Simulation modeling... In this mode, you can assess in advance the efficiency of using a particular business process, without the participation of employees, users, etc. It is enough to set the previously known statistical indicators.

Today one system there is no business process automation. Each company makes its own adjustments necessary to attract potential customers.

How to choose an automation program: the Adobe Systems case

There are many different programs on the market, but a comprehensive comparison of their functional and technical features can take years of work best employees... Even commercial research, involving the description and comparison of existing solutions by independent experts, does not clarify the situation.

Therefore, the magazine “ General manager»Suggests using a proven methodology for choosing an automation program.

Automation cost

It is rather difficult to determine in advance how much it will cost to automate the business processes of an enterprise. The cost of software is made up of several factors:

Tasks that need to be solved in the process.
Type of software... This can be a typical program that is used in all enterprises, regardless of the scope and form of ownership. Or it may be a specialized program that works exclusively in this enterprise or in enterprises that produce this product or service.
Resources that are required to implement the software. If you plan to create several Excel spreadsheets or make a small database in Access, you don't need to buy a new computer. It is enough to store the database on the main machine and provide a timely backup to avoid problems. If you are building a powerful database of corporations for several cities and countries, you will most likely need to equip a server. It is the same with the human resources required for implementation: one person can make a base on Excel or Access in his free time from the main work.
Number of seats that need to be connected to the base. For example, the classic 1C: Enterprise program for 20 seats costs a little more than forty thousand, for 100 seats - more than four hundred.

In addition to the costs of software development, the cost of automating business processes may include the following components:

Associated costs: the cost of rent in the case of using the cloud version, the cost of a dedicated server, etc.
Costs associated with setting up the system and training employees... You can develop an online course, you can hold a small seminar among the employees of the enterprise and explain how to work in the new environment, who has what access, how to use the database and various additional functions.
Technical support cost... Sometimes something breaks. Or needs some work. New operations appear that need to be automated. New employees appear who need to be trained. It is almost impossible to calculate all the nuances in advance, but you can keep your own specialist on staff who will "lead" the automation of business processes, or negotiate with the developers.
There are also indirect costs- for example, the time spent by the head on drawing up terms of reference, explanations, control of the task.

How to choose a vendor for business process automation

A vendor in this context is a supplier that offers you a ready-made solution for automating business processes. The choice of a partner must be approached carefully. First of all, a list is drawn up necessary functions and the market is monitored. From the hundreds of companies on the market, select a few that are ideal for solving your problems. After that, contact the representatives of the companies from the sample and specify what exactly and on what conditions they are ready to offer you exactly, according to your needs.

If the vendor already has experience in the development and implementation of business process automation systems in firms with similar specifics and size, then this is a plus. Customer reviews from the Internet can be put aside for now, if there is an opportunity - it is worth talking with the developer's customers directly. It is also worth paying attention to whether the vendor provides training services for your company's employees, technical support during the service life, on what conditions all this is done.

One of the main factors is the speed of system implementation. Most of the publicized systems are difficult to implement, poorly adapted to specific business tasks. Implementation of some software systems may require the most drastic measures, up to and including changes in organizational structure enterprises.

All factors must be considered when choosing a vendor and software. In some cases, the best way out is to order an individual development, which will initially be created for your company.