The Human Element of BPM: Balancing Automation with People-Centric Processes


As a Business Process Management (BPM) industry leader, we recognize the transformative power of automation in driving efficiency, reducing costs, and enhancing competitiveness. However, the true potential of BPM initiatives can only be realized when organizations strike the right balance between automation and human interaction. This article delves into the importance of maintaining this balance in BPM initiatives, and the crucial role of change management in ensuring success.

The Double-EdgedSword of Automation

Automation has revolutionized the way organizations approach process management. By automating repetitive, time-consuming tasks, companies can increase productivity, reduce errors, and free up valuable human resources for more strategic, value-added work. However, the rapid adoption of automation can also have unintended consequences, such as employee resistance, loss of human touch in customer service, and stifling innovation. Consequently, it is essential for organizations to balance the benefits of automation with the need for human-centric processes that foster creativity, collaboration, and empathy.

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The Human Element: The Cornerstone of BPM Success

In a world increasingly dominated by technology, it is easy to lose sight of the human element that drives BPM success. People are the ones who design, implement, and adapt processes, and their buy-in and commitment are critical to achieving the desired outcomes. Human-centric processes emphasize the importance of communication, collaboration, and empathy, enabling organizations to maintain strong relationships with customers, partners, and employees. By striking the right balance between automation and human interaction, organizations can create a resilient and adaptive BPM infrastructure that stands the test of time.

Strategies for Balancing Automation with Human-Centric Processes

To achieve the optimal balance between automation and human interaction, organizations can adopt the following strategies:

  • Identify the Right Processes for Automation: Organizations must carefully assess their processes to determine which tasks are best suited for automation. Generally, repetitive, rule-based tasks with low complexity are ideal candidates, while tasks requiring creativity, problem-solving, and human judgment should be left to human expertise.
  • Leverage Technology to Empower Employees: Rather than replacing human resources, technology should be used to empower employees and enhance their skills. For example, organizations can implement tools that facilitate collaboration, communication, and knowledge sharing, helping employees to work more effectively and creatively.
  • Prioritize Employee Training and Development: As automation transforms the workplace, it is crucial to provide employees with the necessary training and development opportunities to adapt to new roles and responsibilities. By investing in their workforce, organizations can ensure they have the right skills and capabilities to drive BPM success in the long term.
  • Foster a Culture of Innovation: Encourage employees to think creatively and experiment with new ideas. By creating an environment where innovation is valued and rewarded, organizations can ensure they remain agile and adaptive to the changing business landscape.

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Change Management: The Key to Successful BPM Initiatives

Change management plays a pivotal role in ensuring the success of BPM initiatives. As organizations embrace automation and new technologies, employees can often feel threatened, uncertain, or resistant to change. A well-executed change management strategy can help organizations navigate these challenges and achieve their BPM objectives. Key components of a successful change management strategy include:

  • Clear Communication: Open and transparent communication is essential to addressing employee concerns and building trust. Organizations must articulate the rationale for change, its impact on employees, and the benefits it will bring to the company.
  • Active Leadership: Strong leadership is crucial to driving change and inspiring employee buy-in. Leaders must demonstrate their commitment to the change initiative by setting an example and actively participating in the process.
  • Employee Involvement: By involving employees in the design, implementation, and evaluation of BPM initiatives, organizations can foster a sense of ownership and commitment. This involvement can take various forms,such as soliciting employee feedback, creating cross-functional teams, and offering opportunities for employees to contribute ideas and suggestions.
  • Training and Support: Providing employees with the necessary training and support to navigate the changes brought on by BPM initiatives is critical. This includes offering skill development opportunities, resources, and tools to help employees adapt to new roles, responsibilities, and technologies.
  • Monitor Progress and Adapt: Change management is an ongoing process, and organizations must continuously monitor the progress of their BPM initiatives and the impact on employees. By tracking key performance indicators (KPIs) and gathering employee feedback, companies can identify areas for improvement and make adjustments as needed.


The human element is a crucial factor in the success of BPM initiatives. By striking the right balance between automation and human-centric processes, organizations can unleash the full potential of BPM to drive efficiency, competitiveness, and growth. Emphasizing the importance of change management and maintaining a focus on employee engagement, collaboration, and development will ensure that BPM initiatives not only deliver operational improvements but also foster a culture of innovation and resilience that drives long-term success.

Frequently Asked Questions

EOSGlobe is a leading business process management organisation that strives to provide high quality services focusing on exceptional customer experience and digital technological innovation. EOSGlobe is committed to becoming a value-driven organisation with the highest standard of services to their customers. With an exceptional team having rich domain expertise and robust digital solutions, helps businesses to transform their futuristic goals into reality. It aims for strategic partnerships with its global clientele to build a culture of innovation and business transformation at cost effective rates and with more productivity.

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