Automate the Right Thing

Process automation is becoming more accessible, but I'm seeing organisations jump to automation before they've understood or optimised the underlying process. Automating a bad process just means you get bad outcomes faster. This week I worked with a client who wanted to automate their invoicing workflow. Before building anything, we mapped the current process and found three unnecessary approval steps, two manual data entry points that duplicated information already in the system, and a validation check that hadn't been relevant for two years. After streamlining the process, the automation was simpler, cheaper, and more effective than it would have been if we'd automated the original workflow.

I learnt this week that the best way to build trust with a new client is to deliver something valuable quickly. Not something big or complex — something small but genuinely useful. A quick analysis, a framework they can use immediately, a connection to someone who can help. Early value creation builds the credibility that supports larger engagements.

I've been reflecting on the balance between ambition and contentment this week. It's easy in consulting to always be chasing the next engagement, the bigger client, the more complex programme. But there's real satisfaction in doing good work for good people, regardless of scale. Sometimes the most rewarding projects are the ones that fit neatly rather than the ones that stretch endlessly.

Figma — originally a design tool, but increasingly useful for creating professional-looking presentations, diagrams, and client deliverables. The collaborative features mean you can work with clients in real-time on visual materials, and the output quality is significantly better than PowerPoint for anything involving layout or visual design.

This week's challenge: find one process you're involved in and map it as-is. Then ask: which steps add genuine value, and which exist out of habit? You might be surprised how much of what we do is legacy behaviour rather than current necessity.