Bibliographic Details
| Title: |
Stop Automating Old Processes. Design New Ones Instead. |
| Authors: |
Shunko, Masha1, Netessine, Serguei2 |
| Source: |
Harvard Business Review Digital Articles. 9/14/2026, p1-10. 10p. |
| Subject Terms: |
*Reengineering (Management), *Business process management, *Automation, *Artificial intelligence, *Competitive advantage in business, Judgment (Psychology) |
| Abstract: |
The article focuses on the importance of redesigning workflows rather than merely automating existing tasks when implementing artificial intelligence (AI) in business processes. It argues that many companies fail to realize enterprise-wide benefits because they apply AI to old processes without rethinking the overall workflow, human authority, and exception handling. The authors propose a three-decision framework: selecting what to redesign based on outcome value and constraints, defining where human judgment remains using the 4A (Assist, Approve, Audit, Automate) model, and explicitly designing for exceptions or "unhappy paths." Case studies from Deloitte and Wayfair illustrate the risks of narrow task automation versus comprehensive workflow redesign. The article concludes that competitive advantage arises from inventing better work processes around AI, not from mechanizing outdated ones. [Extracted from the article] |
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| Database: |
Business Source Index |