Smart automation is about what happens within an organisation in relation to the outside world, customers and employees. People and processes are the core of smart automation. “The technology around it enables us to do things that we couldn’t do before”, says Mahr.
Ultimately, the common expectation of smart automation is that, if we are able to optimise it, it will help the organisation to increase processes, reduce costs, enhance compliance and to motivate employees. According to Dominik Mahr, four elements have to be in place to make an organisation ready for smart automation: 1) HR: talent and skills, 2) technology and infrastructure, 3) organisation and strategy, and 4) culture and governance. When those four elements are in sync, they can enable an organisation to successfully automate.