30/08/2026
The biggest productivity gains from AI will not come from placing a chatbot inside an unchanged process. They will come from redesigning the process itself.
A weak workflow with AI added to it is still a weak workflow—only faster at creating queues, rework, and confusion. Redesign starts with the customer or business outcome, then works backward: which decisions matter, which information is needed, where can work be simplified, and where does human judgment create the most value?
This may mean removing steps rather than automating them. It may mean changing roles, consolidating handoffs, rewriting approval rules, or creating a new quality checkpoint. It may also mean measuring productivity differently. Counting outputs is not enough if the cost of correction, coordination, and risk is rising.
The right metric is useful work delivered with less friction and acceptable risk. AI should help people spend more time on judgment, creativity, relationships, and improvement—not force them to supervise a growing pile of machine-generated noise.
Process redesign is leadership work. Technology can accelerate the change, but only leaders can decide what the organization should stop doing.