comptia market research on business process automation
DESCRIPTION
Business process automation (BPA), once limited to only the biggest of organizations, is making inroads among smaller companies, according to new research released today by CompTIA, the leading non-profit association for the IT industry. Expense reporting, invoicing and employment reviews are among the areas where organizations are using technology to move away from paper and manual processes to digital formats, CompTIA’s Trends in Workforce Automation and Communications study finds. This study and all CompTIA research is one way in which the association re-invests resources in the IT channel. As the voice of the IT industry, CompTIA has hundreds of tools, market intelligence reports and business training programs to help IT channel organizations grow through education, certification, advocacy and philanthropy. The full report is available at no cost to CompTIA members to help them develop and hone their business plans.TRANSCRIPT
CompTIA Market Research: Business Process
Automation
Taking Businesses to the Next Level
Business Process Automation Cycle
Analysis
Management Automation
Monitoring
Discovery and documentation of existing workflows
Optimization of individual processes
Integration of applications used in overall workflows
Tracking to ensure efficiency and detect
deficiencies
Change in BPA Technology Over Past Two Years
22%
53%
24%
42%
50%
7%
44%
49%
6%
SignificantIncrease
ModerateIncrease
Minimal/NoIncrease
Large
Small
Medium
20%
51% 28%
35%
60%
5%
69%
26%
5%
SignificantIncrease
ModerateIncrease
Minimal/NoIncrease
Advanced
On pace/ behind
Slightly ahead
By Firm Size By Technology Usage
Source: CompTIA’s Trends in Workflow Automation and Communications study Base: 500 U.S. IT and business executives (end users)
Heavy Reliance on Technology for Business Processes
48% 49%
31%
66% 63%
48%
73% 78%
59%
Expense Reports Invoices Employee Reviews
Small Medium Large
Source: CompTIA’s Trends in Workflow Automation and Communications study Base: 500 U.S. IT and business executives (end users)
Use of BPA technology
24%
31%
45%
34%
47%
19%
43%
49%
8%
Nearly all areas ofbusiness
Most areas of business Some/Few/No areas ofbusiness
Small Medium Large
Source: CompTIA’s Trends in Workflow Automation and Communications study Base: 500 U.S. IT and business executives (end users)
Methods for Passing Information
Source: CompTIA’s Trends in Workflow Automation and Communications study Base: 500 U.S. end users
25%
25%
30%
34%
36%
45%
45%
58%
Paper trail between departments
Paper trail from external source
Phone call from external source
Phone call between employees
Communication between applications
Email from external source
Applications automatically send notification
Email between employees
Areas Targeted for Improvement through BPA
20%
23%
23%
24%
27%
33%
39%
46%
48%
Low customer satisfaction
Lost business
Incorrect payments/invoicing
High incidence of errors requiring rework
Lack of business process visibility
Difficulty locating documents
Poor interaction between departments
Duplication of work
Bottlenecks that slow things down
Source: CompTIA’s Trends in Workflow Automation and Communications study Base: 500 U.S. end users
Room for Improvement in BPA System Implementation
Currently Installed BPA Components
In place; performing well
In place; needs improvement
Would like to implement
No plans to implement
Expense report management 43% 38% 11% 9%
Project management 39% 36% 15% 10%
Document/Content management 38% 42% 13% 6%
Customer relationship management 36% 34% 17% 14%
Customer service management 35% 39% 15% 11%
Help desk 34% 32% 15% 19%
Marketing/Sales management 32% 41% 15% 12%
Employee performance 32% 33% 18% 17%
Enterprise resource planning 27% 31% 18% 23%
Source: CompTIA’s Trends in Workflow Automation and Communications study Base: 500 U.S. end users
Challenges in Building a Higher Degree of Automation
29%
36%
38%
40%
46%
51%
No budget
Understanding how processes fit together
Skills gap in automation/integration
Need to procure/improve applications
Workforce education
Changing mindset and behavior
Source: CompTIA’s Trends in Workflow Automation and Communications study Base: 500 U.S. end users
Companies Look to Outsourcing for Automation of Workflow
21%
43%
36%
Amount of Outsourcing has Remained the Same
Source: CompTIA’s Trends in Workflow Automation and Communications study Base: 500 U.S. end users
Increased Level of Outsourcing
Brought More Workflow In-House
Profile of Increased Outsourcing
15% Small Firms 26% Medium-sized Firms 25% Large Firms
15% Executives 25% IT Function 22% Business Function
41% Advanced tech users
About CompTIA Research
CompTIA’s research program publishes around 25 unique studies year. CompTIA members have access to a research library containing more than 100 reports covering technology, business, workforce and channel trends. This study and all CompTIA research is one way in which the association re-invests resources in the IT channel. As the voice of the IT industry, CompTIA has hundreds of tools, market intelligence reports and business training programs to help IT channel organizations grow through education, certification, advocacy and philanthropy. The full report is available at no cost to CompTIA members to help them develop and hone their business plans. Visit www.comptia.org or contact [email protected] for more information.