How we freed our adtech operations staff from routine tasks so they can focus their skills on real issues and therefore create enhanced value for the clients
Our automation methodology consists of 4 activities.
Activity one: The interview – documenting expert knowledge
This is the most crucial activity in your automation journey: capturing the expert knowledge from your staff and translating it into complete and unambiguous documentation. Meet with the experts, ask questions and document the following: what they do, why they do it, how they make decisions, the exceptions, the processes. No small detail should be overlooked. Start broad, just like you were building a table of contents, and then dig down into each aspect.
A thorough interview should be exhausting for both parties. Otherwise the output of that interview would be incomplete. Why? We do our everyday tasks based on our own experiences and habits, most of the time executing them without thinking. To be able to capture expert knowledge, down to the very details, we have to actually think, make sense and establish logical links between the small actions we take in a typical day.
After the initial interview, the interviewer should organise the documentation into a logical sequence of actions using flow-charts, pseudo-code or any other suitable tool. Most probably some iterations of interview follow-ups and documentation refinements will be required. When are these iterations completed? You can answer that by a question: Could a new employee take the documentation and learn the job without asking too many questions? If the answer is yes, then the interview activity is complete.
The output of this first activity is documented expert knowledge.