Robotic process automation (RPA) and cognitive automation (CA) tools are getting a lot of attention. But, as reported by Mary Lacity and Leslie Willcocks in their new report, Smart Service Automation: Benefits, Cases, and Lessons, potential adopters of these new types of service automation tools remain skeptical about the claims surrounding their promised business value. These potential adopters are still not sure why an organization would move to service automation, what they’d achieve if they were to do it, and what are the best practices. To answer these questions, Lacity and Willcocks conducted two surveys of 143 outsourcing professionals and interviewed 48 people, including service automation adopters, providers, and advisors. From the interviews, they identified 20 adoption journeys. The 20 Read more
Posts Tagged 'surveys'
Cutter Consortium recently (Q4 2012) conducted a survey that polled 69 end-user organizations about their mobile technology practices and adoption plans, including the use of smartphones and tablets and issues associated with the development, deployment, and support of mobile devices and end users. The survey revealed that the main domains and applications in which organizations are using or plan to use tablets (in order of popularity/importance) include: Executive/management — to facilitate mobile communications and to support dashboards and other tools for measuring and managing product/company performance and the like. Sales, service, and support (i.e., CRM) — these are the main customer-facing domains and they tend to be very time sensitive, thus demanding rapid responses to Read more
We’re studying how IT budgeting is changing, where the dollars are being spent, the effect of the economic climate on the budget, and more. This is the 7th year we’re conducting this research. Why? So you can get a deeper understanding of where things are trending and how this might affect your organization. Your input will help! As Cutter Senior Consultant Gabe Piccoli wrote in his analysis of last year’s data: Each year IT managers and business professionals carefully plan for the unknowns of the next fiscal cycle, balancing often disparate needs into a budget that will hopefully serve their organizations well as they move forward. At the heart of the challenge facing IT managers Read more
The Cutter Benchmark Review team is putting together an issue on IT’s Role in Reverse Logistics, and that means it’s survey time. The topic was new to me, so I went to the web for some education and inspiration. And bam! I found this great piece in Modern Materials Handling. In a nutshell, I learned that effectively dealing with returned materials offers companies the opportunity to bolster customer satisfaction, increase profit margins through resale (through channels like eBay or Craigslist), minimize inventory carrying costs and reduce their impact on the environment. The strategic use of IT resources can be the difference between success and failure in this endeavor. In fact, state-of-the-art technology and applying the Read more
Last spring, when Gabe Piccoli, Rick Watson and Emily Ryan looked at whether green IT/IS was a priority for organizations, they found some good news: their survey for Cutter Benchmark Review uncovered that more than one-third of companies in the US, and over half of European companies had a long-term strategy in place for reducing their environmental footprints. Environmental responsibilities are increasingly becoming a mandatory part of business strategies. The pressure not only comes from growing customer demand for green products and processes, but it’s also coming from industry-specific government regulations that enforce precise collection, management, and reporting of carbon data. So now Gabe, this time along with Cutter Senior Consultant Bhuvan Unhelkar and Brian Read more
Cutter Senior Consultant Bob Benson is researching how IT governance management practices are actually applied in organizations — and the effectiveness of those practices. We’re hoping you’ll let us know your opinions on this topic by participating in our survey. We’ll thank you with an immediate download of the Cutter Consortium article by Steve Andriole, New Governance vs. Organizational Terrorism“, when you complete the survey. If the IT Governance Survey isn’t a good fit for you, we’re also currently surveying on Software Project Requirements, and invite you to participate. Cutter’s constant flow of new research provides our clients with accurate forecasts about the business and technology strategies, tactics, and trends that will have an impact Read more
My colleague, Kim Leonard, highlighted some of the first analyses of Cutter’s recent study on software estimation back in November (Software estimation “a tough beast to control“). Elli Bennatan‘s analysis is ongoing; here are some of the latest highlights: In 2002, the most common remedy for schedule problems was overtime. Now, six years later, a Cutter Consortium survey has revealed some interesting news: when projects run into scheduling problems, the two most common remedies are extending the schedule and reducing functionality, with overtime relegated to third place, followed by adding staff. … To a large degree, the shift away from adding overtime indicates a positive change in culture. Organizational behavior is improving!” Previous Cutter Consortium Read more