Lesson 18 - The Loudest Department Is Rarely the Best Starting Point
Volume matters more than volume of complaints.
When organizations decide where to start with automation, the loudest department often gets the most attention. Their pain is real, but urgency alone doesn’t guarantee impact. High complaint volume does not always equal high value.
Departments that push hardest for automation are often operating in visible discomfort, but that doesn’t mean their processes are the best candidates for early success. Some workflows are complex, exception-heavy, or poorly defined. Automating them first can slow momentum and erode confidence before automation has a chance to prove itself.
Starting where outcomes are measurable and success is visible builds credibility. When a workflow can clearly demonstrate faster processing, fewer errors, or improved visibility, the value of automation becomes tangible. Leadership sees results. Other departments take notice. Support grows organically.
Across industries, the most effective automation programs choose early wins strategically. They look for processes with clear boundaries, consistent rules, and meaningful volume. These conditions allow automation to succeed quickly and visibly, creating a reference point for what’s possible.
Early wins matter because they shape perception. When automation works well in one area, skepticism fades. Momentum builds. Conversations shift from “Will this work?” to “How can we apply this elsewhere?”
Choosing the right starting point isn’t about ignoring pain, it’s about sequencing it. Addressing the loudest problem first may feel responsive, but addressing the right problem first creates the foundation for solving the rest.
Choose wisely. The starting point sets the tone for everything that follows.
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