These days I’m involved automating transport requests process executed in Road Haulage Industry. This process is executed like broker process in share trading markets. People in the contact center receive a lot of requests, most are updated on hourly basis, the shipper changes quantities faster than the broker can fill a truck completely, and the broker needs to replay scheduling and planning process. The broker’s goal is to maximize percent of truckload capacity utilized and minimize miles of unload rate. There are some more but for case these are the most important. When the truck is full or almost full transport instructions are sent to the transport company and the truck pick up the merchandise and starts delivering.
The example I bring is candidate for real time process guidance like Clay Richardson suggests because systems can provide help calculating complex algorithms do deal with such volatile environment. But wait, there still is a lot of human intervention. It makes me resembles the May 6th flash crash. You can have a powerful system detecting patterns in trading sessions but ultimately Speedy Maria needs to make decisions on the results system is suggesting. Ultimately going back to the transport request the system can indicate some kind of optimized itinerary but road conditions, urgency, weather conditions or other unpredictable factors can ruin what the system tell us to do. Thus is necessary that Speedy Maria makes some human decisions because if she is aligned with customer needs it will do the right thing. Let the system process huge amounts of data simultaneously that is what systems are for, give the opportunity to humans use our knowledge make the decisions.
You can access others point of view on this ebizQ discussion.