Scaling Process Automation Enterprise-Wide Through Citizen Development
K2 Community teases out the ideas, best practices and lessons learned from some
of the most active and successful people using K2. We want to understand what
they’ve experienced, learned and accomplished with K2, and share that information
across the community. It is our intent to learn from one another and collectively
participate in one another’s success.
This paper is the first in a series that we plan to
release in 2018, and beyond. These papers will
be focused on how businesses are scaling process
automation across their organizations, with
particular attention paid to “citizen development”
strategies and frameworks that are being employed
in organizations today. In other words, how are
organizations taking platforms like K2 and enabling
the line of business, and non-technical, non-IT
resources to build process applications to solve
unique business challenges and drive automation
company wide. Let’s begin, with
Rogers is a leading diversified Canadian
communications and media company.
Canada’s largest provider of wireless voice and
data communications services and one of Canada’s
leading providers of cable television, high-speed
Internet and telephony services to consumers and
businesses. We spoke with Jordan Haberman,
Manager, IT Process Improvement at Rogers, who
leads the Workflow Transformation Team and its
‘Workflow Hero Program.’ This paper describes
the program and approach and provides a set
of recommendations for others considering
or implementing similar automation programs.
Market leaders are well-run from the inside-out.
Jordan’s team helps the business to maximize their
effectiveness through empowerment and selfsufficiency.
One of these programs is focused on
enabling business units to build and manage their
own process automation.
The Rogers “Workflow Hero” program launched
in June of 2017 and in 7 months, has engaged
250 employees and pipelined 60 projects. They
are currently automating 15 processes and have
launched 5 projects into production.
The program centers on two key drivers:
- Enablement. The Workflow Hero team has set
out to provide their business partners with the
tools, knowledge and appropriate support structure
to be successful on their own. This framework
allows IT and the business the ability to innovate
more rapidly and scale more effectively.
- Partnership. Building a close connection
between IT and citizen developers within the
business helps to ensure that business units are
well supported and empowered.
Though the Workflow Hero Program is still in its
infancy, Rogers IT team is not new to process
automation as teams have been using K2 for over
six years and their K2 processes already touch more
than 10,000 people.