Is automation only worthwhile for large companies?

No. McKinsey's analysis frames automation potential at the activity level rather than the company level, which means small and mid-sized service businesses can capture meaningful gains by automating repetitive coordination steps inside a single workflow (Source: McKinsey Global Institute, A Future That Works, January 2017).

Should I automate before fixing the workflow?

Generally no. If the workflow is unstable, automation tends to amplify the inconsistency. Stabilize the steps first, then automate the stable parts. This is consistent with the Standish Group CHAOS finding that smaller, well-defined initiatives succeed at higher rates than ambitious, ill-defined ones.

What is a realistic first scope?

A focused build around a single workflow — for example, request intake and routing, or an approval chain with clear owners — typically produces visible results faster than a broad multi-workflow program, and is easier to measure honestly.

What to Automate First in a Service Business

An insight on what to automate first in a service business from CodeCraft Enterprise.