Any sufficiently advanced technology is indistinguishable from magic. -Arthur C. Clarke
It can be very easy to think that a new technology is going to solve your process problems. This is a drastic mistake. Technology can do a lot of things, but it cannot remove the human element entirely from any problem it is being put toward.
Many systems have developed a reputation for solving process:
- Slack solves the communication process.
- Google solves the search process.
- SAP solves the finance process (or just makes it worse?).
- Oracle solves your database processes.
Slack can actually lead to new and more complex communications issues. Google still requires you to know what you are searching for and type in phrases that will give you the right results. Finance is not a process that can be solved by technology. And Lord knows, databases are not clean or easy.
Process involves everything before, during, and after the particular actions being performed by technology. Process includes the humans involved in clicking buttons, submitting data, or running reports. Process includes understanding the outputs and making sure things are happening as intended.
Technology can do a lot but it is always a mistake to believe that Technology is the same as process.