Industries
Enterprise operations
The workflow that matters most is usually the one held together by an inbox, a spreadsheet, and one person’s memory — and it is the least likely to appear on any system diagram.
AThe operating environment
01The process exists but is not written downIt lives in the judgment of the people running it, which makes automation an elicitation problem before it is an engineering one.
02Handoffs happen by emailState is inferred from a thread, so nothing can be measured, escalated, or picked up by someone else.
03Exceptions are the actual workThe happy path was automated years ago. What is left is the judgment cases, which is where the cost now sits.
04Tools were bought, not integratedSeveral good SaaS products, each holding part of the process, with people acting as the integration layer between them.
BSystems we build
What usually needs to exist.
Case modelExplicit state, ownership, and SLA for work in progress.
Exception queueRanked by cost, with the context needed to decide.
Assisted reviewPreparation and classification with human approval.
IntegrationSystem-to-system, so people stop being the middleware.
CRelevant practices
01Product and platform engineeringDesign, build, and evolve digital products and business-critical platforms with senior ownership from the first decision through production.02Data platforms and analyticsCreate dependable data foundations that connect operational systems, preserve meaning, and support decisions people can trust.03Applied AI and automationTurn useful model capabilities into controlled systems that work with company data, operational rules, and accountable human decisions.