Tuesday, July 15, 2008

Automation is not always an improvement

“I’d go crazy listening to that all day” my coworker said today. She was referring to the repetitive recording that was being ’spoken’ by an electronic motion detecting device at the door to the Sushi shop where we were sitting and consuming sushi. Yes, I added, there is an example of something that doesn’t need to be automated.


Someone who is greeted feels good because you took the time and effort to greet them to extend them courtesy and respect. So greeting is good. The greeting itself may have some value, but it is significantly less value than the reasons or attitude behind the greeting. But, some bright guy thought, hey all this greeting is a lot of work, I need some help, I’ll build a machine to concentrate on making the customers feel good, so I can go on with whatever I’m doing. So you walk in and the machine (decorated as a cat or some such friendly apparition) says “Hello”, and when you leave it says “Welcome” or “Hello”. I tried to determine if the greeting was directional (one greeting upon arrival and a different greeting upon departure), but it wasn’t. In fact if you had thought that the initial greeting was cute, leaving reminded you that it was a ‘dumb’ machine that didn’t care whether you were coming or going never mind pretending that it cared about honouring guests with a suitable greeting. So you can imagine that by the time guests finished sitting on the patio next to this, they were quite clear that their “greeting” was only one of hundreds that day, not special, not meaningful, not even cute.

You like cute? fine, like cute. Go cuddle with your kittens and shake the dust off of your crocheted poodle toilet paper roll cover. Cute has its place, but it needs to stay clear of annoying in my opinion. I think there is an important lesson here that we have the opportunity to grasp. Automating something doesn’t necessarily make it better, particularly if it undermines the very reason for undertaking the activity in the first place.

Thanks for reading.
Greg. 

When I’m not solving problems and thinking about my world, I’m working at improving the Liberty Workorder Management System from Greentree Software which has been cutting our customers manufacturing costs since 2002. We automated the parts that made sense (math) and left the customer the flexibility to make their own decisions about how they work with their data. For example, there is no interface with your accounting system, allowing you to keep the two seperate, relying on clear accessible reporting to provide your staff with the production management and costing information they need without handcuffing you to a 10,000 pound gorilla who will kill you if you make a mistake. No, we don’t like accounting software we use very much either. Liberty is available now to be deployed within your organization. We support the configuration and deployment of our system from start to finish so you can be up and running sooner with the benefits of a work order management system that can help your sales staff quote more effectively. Visit the GreenTree Software website to learn more., we’ll take good care of you.

<re-posted from www.greentreesoftware.ca/blog>