Df2020
  • Home
  • Products & Services
  • Use Cases
    • 5Q care test CUI
    • Identify possible child abuse CUI
    • Chatbot Author for Knowledge Workers
  • Endorsements
  • About us
  • Latest Thinking
  • Contact Us

HOME | BLOG

11
Jul, 2018
By Freddie McMahon
  • Chatbot Updates, Universal Thinking
  • No comments
Chatbots – Market Update 115; week-ending 7 July 2018

The Normalisation of Procedural Subjectivity

We all know that a Standard Operating Procedure (SOP) is a step-by-step set of instructions written by an organization to help workers carry out complex routine operations. Each SOP is aimed to achieve efficiency, quality outcomes and uniformity of performance, whilst reducing miscommunication and failure to comply with policy, regulatory and statutory matters. We also know SOPs are an intrinsic part of an organisation’s governance and control.

It is no surprise that regulation such as the USA Sarbanes–Oxley Act of 2002, also known as the “Corporate and Auditing Accountability, Responsibility, and Transparency Act” clearly states that organisations are retrospectively accountability for their procedures due to their importance upon behavioural conduct. Similarly, the UK Financial Conduct Authority, Senior Managers Regime is aimed at holding management accountable for past misconduct that falls within their area of responsibility, including the conduct of individuals working at all levels. When alleged misconduct occurs both individuals and the SOPs come under forensic scrutiny.

It is therefore not a surprise that SOPs are at the core of the move towards the digital transformation of governance.

The reality is that in many industries such as Financial Services and Health, the state of documented SOPs is so poor that they have become a barrier to the digital transformation of governance. Nowadays, many documented SOPs are not fit for purpose. This was clearly the findings by Dame Judith Hackett investigation into the SOPs related to building regulations because of the Grenfell fire.

There are two major chasms between SOP perception and reality.

The first chasm is that executives and senior managers generally believe that their SOPs are properly documented. This perception is because the SOPs are well controlled and audited creating the belief that the SOP substance in the form of narrative are fit for purpose. The reality is the substance of the SOP narrative is underpinned by weak algorithms. In other words, the decision science has been compromised when it comes to the use of choices, which determine the instructional step-by-step pathways leading to a plethora of outcomes.

Over the past few decades, as knowledge complexity increases it has typically led to the SOP narrative becoming weaker and weaker. Such knowledge complexity is driven by regulatory, statutory, policy, product, services and practices. As the gap increases between the complexity of knowledge and the SOP narrative, the greater the level of subjective decisions being made by workers. This in turn leads to systemic risks, which manifest themselves ‘unexpectedly’ as executives and senior managers grapple with the increasing numbers of ‘left-field’ exposures.

The second chasm is that the workers have been so long used to SOPs not reflecting reality that they have become used to making subjective decisions. This has created several generations of workers used to being empowered without due consideration to safeguarding themselves, customers and the organisational brand. This normalisation of procedural subjectivity continues to weaken organisations. Without addressing causality, executives address the problem with increased compliance checks that gradually constrains the organisation, whilst detrimentally impacting productivity that counter balances the rapid changes in technology automation.

The normalisation of procedural subjectivity has led to not only excessive compliance overheads, but also an increase in cases related to negligence, errors, falsehoods and handoffs. Yet the purpose of a SOP is to achieve efficiency, quality outcomes and uniformity of performance, while reducing miscommunication and failure to comply with policy, regulatory and statutory matters.

The digital transformation of governance, starting with SOPs, will enable more self-service and self-sufficiency paving the way for a more agile and adaptive workforce, with compliance assured. It is time to challenge the normalisation of procedural subjectivity.

 

To read more like this visit www.chatbotauthor.ai

Simplify complex information flows, create, and share chatbots using Chatbot Author

Df2020.com

Leave A Reply Form Cancel reply

1524
Followers
Subscribe
to RSS Feed
Freddie McMahon's recent posts
15 August
The 9 Principles of Conversational Business
  • Universal Thinking
  • No comments.
31 July
Chatbots – Market Update 118; week-ending 28 July 2018
  • Chatbot Updates, Universal Thinking
  • No comments.
23 July
Chatbots – Market Update 117; week-ending 21 July 2018
  • Chatbot Updates, Universal Thinking
  • No comments.
Categories
  • Chatbot Updates
  • Press Releases
  • Universal Thinking
Downloads
  • Chatbot Author
  • @df2020thinking https://t.co/D4xhtkQhuv #Chatbot #chatbots #chatbotbrasil #chatbotmarketing #Artificialintelligence… https://t.co/PUoEIP6OXZ by Df2020

    10th January 2019
  • @df2020thinking Should you use AI to power everything? Whilst the future is here with AI, do not underestimate the importance of… https://t.co/hS3iPlLZ5f by Df2020

    25th August 2018
  • @df2020thinking AI may seem tempting to jump into for your business but first, understand your brand's core values. Brand identit… https://t.co/jb1V6aLyk1 by Df2020

    23rd August 2018
  • @df2020thinking Use chatbots to their full capacity. Capture user content in the form of lasting attributes, common interests or p… https://t.co/jjJkmapsFa by Df2020

    21st August 2018
  • @df2020thinking Don't leave your customers in the middle of their experience with your company. Create a chatbot to build complete… https://t.co/dmlSbrew4j by Df2020

    19th August 2018
  • @df2020thinking The gap exists for more conversational businesses. Fill it! Drive deeper engagement with personalised chatbots f… https://t.co/63bMGLzOfn by Df2020

    17th August 2018
  • @df2020thinking GDPR is in full swing now so it's important to think about the integrity of an AI application. What data is being… https://t.co/WT2iP5wlHQ by Df2020

    15th August 2018
  • @df2020thinking It's time to move away from the original software development. Chatbot AI is so much more than that. It's about i… https://t.co/cUBlbNawCX by Df2020

    13th August 2018
  • @df2020thinking You're about to start developing your conversational business plan but what's more important, customer content or c… https://t.co/8ghCJTDfdW by Df2020

    11th August 2018
  • @df2020thinking Hold seamless, synchronous conversations across whatever channel you decide to use with conversational AI. Use the… https://t.co/8Xhy5XY4MY by Df2020

    9th August 2018
  • @df2020thinking Are you sufficiently protected from a #cyber attacks? #chatbotauthor #process #procedures #bbc #chatbotauthor… https://t.co/uGmEmJdW9F by Df2020

    8th August 2018
  • @df2020thinking You may recognise the name 'Chatbot Author'. You may have heard about 'Chatbots'. But do you really understand what… https://t.co/AwNO2t5gaE by Df2020

    8th August 2018
  • @df2020thinking 73% of millennials prefer to contact brands via email. Why not use chatbots to adapt to today's clientele by crea… https://t.co/IeT1rBBNNO by Df2020

    7th August 2018
  • @df2020thinking Help to remove the fear of technology. Create your very own conversational business by connecting humans and mach… https://t.co/t5UAI7G1xr by Df2020

    5th August 2018
  • @df2020thinking You can't separate conversation-as-a-service from knowledge. Speed up innovation in your business by measuring the… https://t.co/zeZ9ba89Cg by Df2020

    3rd August 2018
  • @df2020thinking Human powered AI is here to stay. The challenge is no longer the technology but incorporating the technology into… https://t.co/0aBYbQgVa7 by Df2020

    1st August 2018
  • @df2020thinking The use of messaging apps, speech-based assistants and #chatbots to automate communication and create personalized… https://t.co/eG8UGw2yo7 by Df2020

    1st August 2018
  • @df2020thinking "Conversations at scale, text or voice, across any language, will have far-reaching changes to the very fabric of t… https://t.co/RfbKvZxOug by Df2020

    1st August 2018
  • @df2020thinking '... #conversation-as-a-service challenges have left a vacuum that needs to be filled by #business gurus,… https://t.co/FIh7OJZuzg by Df2020

    27th July 2018
  • @df2020thinking https://t.co/Ugb3XdDmWi #Chatbots, if designed and controlled properly, can be used to create, share, measure and… https://t.co/WqOgJtpret by Df2020

    19th July 2018

Download your free trial of Chatbot Author today and start creating chatbots!

  • download
    Chatbot Author Basic
  • download
    Chatbot Author Intermediate
  • download
    Chatbot Author Advanced

DF2020

  • About us
  • Product and Services Privacy Policy
  • Chatbot Author TCs
  • Author & Viewer Privacy & Terms

CONTACT US

  • Email
  • Contact Us
© 2019 Df2020 Ltd. | Privacy & Terms
We use cookies to ensure that we give you the best experience on our website. If you continue to use this site we will assume that you are happy with it.Ok