Lesson 21 - Automations Need Maintenance Plans
“No-touch” automation is a myth.
Once an automation goes live, it doesn’t become self-sustaining. Regulations change. Volumes increase. Business priorities shift. What worked well at launch can slowly drift out of alignment if no one is paying attention. Automation that isn’t reviewed regularly doesn’t just lose effectiveness, it can quietly introduce risk.
One of the most common misconceptions is that automation eliminates the need for oversight. In reality, it changes the nature of that oversight. Instead of managing daily tasks, organizations must manage the automation itself. When no one is accountable for monitoring and reviewing automated processes, small issues linger until they become operational problems.
Maintenance doesn’t have to be heavy or constant, but it must be intentional. Clear ownership ensures someone is responsible for understanding how the automation works and when it needs attention. Regular review cycles, whether quarterly or annually, create opportunities to assess performance, confirm assumptions, and adjust to change. Clear escalation paths make it obvious what to do when something breaks or no longer fits.
Across industries, automation failures often stem from neglect rather than poor design. The workflow still runs, but not in the way the business now operates. Data fields become obsolete. Rules reflect outdated policies. Exceptions increase, and users lose confidence. By the time the problem is noticed, the automation has already become a liability.
Building maintenance into the plan sets the right expectations from the start. It reinforces the idea that automation is a living system, not a one-time project. When organizations plan for care and adjustment, automation stays aligned with reality and continues delivering value long after implementation.
Automation doesn’t fail because it needs attention. It fails because no one planned to give it any.
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