A common goal of many process-oriented organisations is to increase throughput through straight-through processing (we’ll call it STP 1.0). This can be tricky in environments where automating a bad decision can have quite substantial impacts.
In addition to applying smarts to increase our throughput, we should go the next step and apply the smarts to know when a manual decision by a knowledge worker is required.
James Taylor alludes to all this in his recent blog posts on the Gartner BPM conference.
This idea needs a name – Introducing STP 2.0 – Smart Touch Processing.