Describing an Automated Process: Principles and Best Practices

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In this article, you will learn:

• What exactly makes up a process and needs to be described
• Which processes require detailed descriptions
• Which elements an automated-process description must include
• What a sample process description looks like

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Effective process automation begins with orderly documentation, because attempting to digitize undocumented activities only amplifies chaos and creates hidden operating costs. Reliable process descriptions can help recover up to 30% of company expenditure by giving employees clear instructions and minimizing the risk of errors when new technologies are implemented. A professional business-process description should include not only activity roadmaps but also contingency procedures that protect the organization from system failures. This article explains how to model operations precisely so that technological change produces predictable gains and robust data security.

Introduction to process description

To understand process automation, you need to understand how automated processes should be described, because the description is as important as the process itself. A process is a sequence of activities performed in a defined order to achieve a particular result. A cooking recipe, for example spaghetti carbonara, is a useful illustration. Its objective is the finished dish; its scope includes cooking the pasta, cutting and frying the guanciale, and preparing a mixture of pecorino cheese and egg yolks. Every process also has participants. For carbonara it is the cook; in a production process it may include production, design, logistics, and finance employees. Describing a process also requires collecting information. We learn recipes by studying cookbooks; business processes are understood by reviewing existing documentation, policies, and procedures and by interviewing participants. The next step is modelling, for example with flow diagrams that visualize the sequence of activities or process maps showing detailed steps and dependencies. This reveals bottlenecks, inefficiencies, and potential improvements and helps determine what adds value and what can be eliminated or simplified. Process descriptions should also identify the technologies used and provide specific plans for activities and changes, including schedules, required resources, and assigned responsibilities.

Which processes should be described in detail?

One of the most important business-process automation statistics is that automation can deliver up to a 30% reduction in operating costs. This cannot be achieved through blind automation, which is why process descriptions matter. Core processes essential to the company’s operations must be documented first. Every activity directly related to creating and delivering the company’s primary products or services, along with project planning, execution, monitoring, and closure, should be described in maximum detail. In parallel, operational processes should be covered, including supply-chain management—purchasing, inventory, logistics, and distribution—and quality-control methods. Supporting processes are also worth documenting, such as personnel, training and payroll management, IT infrastructure, technical support, and systems and applications management. Descriptions of management processes can support future operations by defining the mission, vision, strategic objectives, and business risks. Other processes worth describing include:

• financial processes—accounting, reporting, budgeting, and cost management;
• customer-service processes—complaint management, after-sales support, and marketing activities;
• regulatory and compliance processes;
• research, development, and innovation.

Key elements of an automated-process description

Process descriptions not only facilitate subsequent automation; above all, they make work easier. When employees know what to do and in what order, they can work accurately, quickly, and well. A description begins with the objective and scope. The objective defines the required outcome, while the scope identifies the activities; for automation, it specifies what will be automated and what remains manual. The process must include a flow diagram—a visual presentation of its steps—often prepared in BPMN. The description must list the tools, platforms, and systems used and explain how they communicate. It must define input data introduced into the process and output data produced by it. It should provide detailed information about every stage, including automated and manual activities, and describe the decisions and rules that govern the process. Participants are another essential element: all people, teams, or roles responsible for monitoring and intervention. Responsibilities for individual stages and exception management must be defined. The description should specify KPIs used to measure effectiveness and tools used to track status. It must also document procedures for failures and errors, recovery plans, safeguards protecting data and processes, and confirmation that the process satisfies regulatory requirements and internal compliance policies. Finally, it should explain how the process is documented, measured, and improved, and illustrate it with specific examples.

Sample process description

An automated order-handling process for an online store can be described as follows:

• Objective—to automate order handling in the online store in order to increase efficiency and reduce errors.
• Scope—receiving orders, verifying payments, preparing orders for shipment, and updating order status.
• Space for a process-flow diagram.
• Technologies used:
  • E-commerce platform—Shopify,
  • Payment system—PayPal, Stripe,
  • Warehouse system—WMS,
  • Automation tool—Zapier, Integromat,
  • Integrations—Shopify API, PayPal API, Stripe API, WMS API.

• Input data—information about customer orders: personal details, products, delivery addresses, and payment methods.
• Output data—order confirmation, updated order status, and shipment data for the courier.
• Process steps:
  • The customer places an order on the store’s website.
  • The order is automatically transferred from Shopify to the WMS and payment system.
  • The payment system (PayPal/Stripe) verifies payment. If a problem occurs, the order is marked “pending” and the customer-service team is notified.
  • The WMS automatically generates a picking list. Warehouse employees pick and pack the order.
  • The system automatically generates a shipping label from the delivery data.
  • The Shopify order status is automatically changed to “Shipped”.
  • The customer receives a shipping-confirmation email and tracking number.

• Roles and responsibilities:
  • IT team—maintaining system integrations and automation.
  • Customer-service team—monitoring orders awaiting payment verification and handling customer enquiries.
  • Warehouse team—picking and packing orders and managing inventory.

• Monitoring:
  • KPIs—average fulfilment time, number of incorrect orders, and customer-satisfaction rate.
  • Monitoring tools—WMS dashboard and email/SMS notifications.

• Exception management:
  • Error handling—if an automation error occurs, such as an API problem, the order is flagged for manual review.
  • Contingency scenarios—manual order-processing procedures for automation-system failures.

• Security—two-factor authentication for system access and payment-data encryption.
• Compliance—processes compliant with the GDPR requirements for personal-data protection.
• Documentation and training:
  • Documentation—a complete user guide for the e-commerce system, order-handling procedures, and exception-management instructions.
  • Training—regular training for customer-service and warehouse staff in using the WMS and e-commerce platform.

• Improvement:
  • Optimization—regular monthly reviews to analyze KPIs and identify improvements.
  • Feedback loop—customer-satisfaction surveys and internal feedback meetings.

• Examples and scenarios:
  • Example—a customer orders three products; payment is verified automatically, warehouse employees pack the products, a shipping label is generated, and the customer receives shipment confirmation.
  • Simulations and tests—quarterly automation-system tests and test scenarios for different order types, such as multi-product and international orders.

A description like this provides a comprehensive view of the automated process, makes all its aspects understandable, and creates a foundation for effective management and optimization.