Stop Reading Exception Reports! – Managerial Productivity Series (I)

Looks like we are into a new series at this blog.

A good productivity improvement starting position is to eliminate waste, allowing Jugglerexecutives more time to work on more interesting/important work.

Corporate executives who spend a lot of their time reading exceptions reports need new technology that accommodates in-line transaction-level monitoring.

Once this is in place they will be able to move on to more interesting work within the corporation because there won’t be more than a couple of line items on the exception reports they have been reading. Many of these reports are likely to totally disappear.

I used to build process control systems for various industries, one of which was cement making. Cement plants are highly automated and the consequences of breakdowns can cause major repair/restart headaches. The obvious solution was to have in-line process control with several fail-safe backup protocols. If you visit a cement plant and try to find a worker, you will have about as much success as trying to get service in a large retail store.

In office/services, having things fall between the cracks is, for many, part of each workday.

Here, process monitoring was traditionally carried out by BPM (Business Process Management) software, with frequent pauses/hard stops along template instances to accommodate needs not anticipated in templates or rewinds to convenient upstream process points as faults were highlighted in exception reports.

The gradual merging of ACM (Adaptive Case Management) with BPM (Business Process Management) is changing all of this.

ACM/BPM provides orchestration (guidelines of decision support) plus governance (guardrails). Work happens.

In-line rule sets make sure the right things get done, the right way, at the right times/places, using the right resources.

In–line rule steps go a long way to detecting trends before actual problems have had time to evolve, allowing line managers / machines to initiate corrective actions that minimize exceptions.

If you have noticed recently that your multi-page exception reports show only 2-3 items, there is a good chance that your organization has embraced ACM/BPM.

If not, you should push for a review of how your organization can reduce the gap between operations and strategy by introducing ACM/BPM.

Don’t worry, you won’t be out of a job if most of your current workdays are taken up reading exception reports. There are lots of more interesting and challenging things to do, one of which is to make sure top management is looking at the right KPIs. The dynamic nature of business today is that there is a high risk of monitoring the wrong KPIs.

Stop Reading Exception Reports – Part I
(Put Guidance and Governance In-Line)
The Whole is Greater Than The Sum Of The Parts – Part II –
(Put RALB – Resource Allocation, Leveling and Balancing In-Line)
Reach for the Sky – Part III
(Empower Staff)
Pulling It All Together – Part IV



Management consultant and process control engineer (MSc EE) with a focus on bridging the gap between operations and strategy in the areas of critical infrastructure protection, connect-the-dots law enforcement investigations, healthcare services delivery, job shop manufacturing and b2b/b2c/b2d transactions. (C) 2010-2018 Karl Walter Keirstead, P. Eng. All rights reserved. The opinions expressed here are those of the author, and are not connected with Jay-Kell Technologies Inc, Civerex Systems Inc. (Canada), Civerex Systems Inc. (USA) or CvX Productions.
This entry was posted in Adaptive Case Management, Automated Resource Allocation, Business Process Management, Decision Making, Operational Planning, Process Management, Software Acquisition. Bookmark the permalink.

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