Fundamentals

The notion that small businesses, the very backbone of any dynamic economy, can thrive on grit and elbow grease alone in the 21st century is a quaint, if dangerously outdated, fairytale. The digital tide has surged, reshaping competitive landscapes, and SMBs clinging to purely manual operations are akin to sailors attempting to navigate a hurricane with a paper map. Automation, often perceived as the domain of sprawling corporations with bottomless pockets, is not some futuristic luxury for small and medium-sized businesses; it is the contemporary equivalent of adopting the compass and sextant ● essential tools for charting a course toward sustainable growth and, frankly, survival.

Deconstructing Automation Misconceptions

Many SMB owners harbor understandable hesitations about automation. Visions of exorbitant upfront costs, labyrinthine software interfaces, and the specter of replacing human employees with cold, unfeeling machines often cloud the potential benefits. These perceptions, while rooted in certain realities, largely stem from a misunderstanding of what SMB automation Meaning ● SMB Automation: Streamlining SMB operations with technology to boost efficiency, reduce costs, and drive sustainable growth. truly entails.

It’s not about overnight, wholesale transformation, nor does it necessitate emptying the bank account on complex, enterprise-level systems. Instead, effective SMB automation is about strategically identifying repetitive, time-consuming tasks that drain resources and stifle productivity, then implementing targeted, often surprisingly affordable, technological solutions to streamline these processes.

Strategic SMB automation is about targeted, affordable tech solutions for repetitive tasks, not wholesale transformation.

Consider the local bakery, for instance. The owner might envision automation as requiring a robotic arm to frost cakes, a scenario both ludicrously expensive and utterly unnecessary. However, automating their online ordering system, implementing a simple scheduling software for staff, or utilizing accounting software to reconcile daily sales ● these are tangible, accessible automation steps that free up the owner and staff to focus on what truly matters ● crafting delicious pastries and delivering exceptional customer service. The key is to dispel the myth of all-or-nothing automation and embrace a pragmatic, incremental approach.

Strategic Frameworks ● A Practical Starting Point

For SMBs just beginning to explore the automation landscape, the sheer volume of available tools and technologies can feel overwhelming. Navigating this complexity requires a strategic framework ● a roadmap to guide decision-making and ensure that automation efforts are aligned with overarching business goals. Several frameworks offer a practical starting point, providing structure and clarity to what can initially seem like a daunting undertaking.

The Task-Based Prioritization Framework

One of the simplest, yet most effective, frameworks for SMB automation is task-based prioritization. This approach centers on systematically analyzing current business operations to identify specific tasks that are ripe for automation. It begins with a thorough assessment of daily workflows, breaking down each process into its constituent tasks. The next step involves evaluating these tasks based on several key criteria:

1. Repetitiveness ● How frequently is this task performed, and how consistent is the process each time? Tasks performed daily or multiple times a day, with minimal variation, are prime candidates for automation.
2. Time Consumption ● How much time does this task consume, both individually and in aggregate? Tasks that eat up significant employee hours, especially those that could be spent on more strategic activities, should be prioritized.
3. Error Proneness ● How susceptible is this task to human error? Manual data entry, for example, is notoriously error-prone, leading to inaccuracies and inefficiencies down the line. Automation can significantly reduce, if not eliminate, such errors.
4. Impact on Customer Experience ● Does this task directly or indirectly affect the customer experience? Automating customer service Meaning ● Customer service, within the context of SMB growth, involves providing assistance and support to customers before, during, and after a purchase, a vital function for business survival. inquiries, order processing, or appointment scheduling can lead to faster response times and improved customer satisfaction.

By scoring tasks against these criteria, SMBs can create a prioritized list of automation opportunities. This framework ensures that automation efforts are focused on areas that will yield the most immediate and tangible benefits, rather than chasing after trendy technologies without a clear purpose.

The Low-Hanging Fruit Approach

Closely related to task-based prioritization is the “low-hanging fruit” approach. This framework advocates for starting with automation projects that are relatively easy to implement, require minimal upfront investment, and deliver quick wins. The rationale behind this approach is twofold ● first, it allows SMBs to experience the benefits of automation without taking on excessive risk or complexity; and second, it builds momentum and internal buy-in for future, more ambitious automation initiatives.

Examples of low-hanging fruit automation for SMBs Meaning ● Strategic tech integration for SMB efficiency, growth, and competitive edge. abound. Setting up automated email marketing Meaning ● Automated Email Marketing for SMBs is a system using technology to send targeted emails at optimal times, enhancing efficiency and customer engagement. campaigns to nurture leads and engage existing customers is often straightforward and cost-effective. Implementing a basic chatbot on a website to handle frequently asked questions can significantly reduce the burden on customer service staff.

Utilizing cloud-based accounting software to automate invoice generation and expense tracking can save hours of administrative work each month. These are all relatively simple automation projects that can deliver immediate improvements in efficiency and productivity, paving the way for a more comprehensive automation strategy down the line.

Simple Tools, Significant Impact

The automation toolkit for SMBs is far more accessible and affordable than many realize. A plethora of user-friendly, cloud-based software solutions are specifically designed to address the needs of smaller businesses, often at price points that are surprisingly budget-friendly. These tools cover a wide range of business functions, from marketing and sales to customer service and operations.

Consider Customer Relationship Management Meaning ● CRM for SMBs is about building strong customer relationships through data-driven personalization and a balance of automation with human touch. (CRM) systems. While enterprise-level CRMs can be complex and expensive, numerous SMB-focused CRM platforms offer intuitive interfaces and essential features like contact management, sales pipeline tracking, and automated email sequences, often for a nominal monthly fee. Similarly, project management software, once the exclusive domain of large corporations, is now readily available to SMBs in user-friendly, affordable packages, enabling teams to collaborate more effectively, track project progress, and automate task assignments.

The rise of no-code and low-code automation platforms further democratizes access to sophisticated automation capabilities. These platforms empower SMB owners and employees, even those without technical expertise, to create custom automation workflows Meaning ● Automation Workflows, in the SMB context, are pre-defined, repeatable sequences of tasks designed to streamline business processes and reduce manual intervention. by simply dragging and dropping pre-built modules and connecting different applications. This eliminates the need for expensive developers or complex coding, making automation accessible to businesses of all sizes and technical skill levels.

No-code and low-code platforms democratize automation, making it accessible to SMBs without coding expertise.

Embracing a Culture of Continuous Improvement

Automation is not a one-time project; it is an ongoing journey of continuous improvement. As SMBs become more comfortable with automation, they should cultivate a culture of regularly evaluating their processes, identifying new automation opportunities, and iteratively refining their existing automation workflows. This involves actively seeking feedback from employees who are directly impacted by automation, monitoring key performance indicators (KPIs) to measure the effectiveness of automation initiatives, and staying abreast of emerging automation technologies and best practices.

By embracing a mindset of continuous improvement, SMBs can ensure that their automation efforts remain aligned with their evolving business needs and that they are consistently maximizing the benefits of automation. This iterative approach, starting with simple, impactful automation projects and gradually expanding to more complex initiatives, is the most sustainable and effective path for SMBs to leverage automation for long-term growth and success.

Automation for SMBs is not about replacing the human element; it’s about augmenting it. By strategically automating routine tasks, SMBs can free up their valuable human capital to focus on creativity, innovation, and building meaningful customer relationships ● the very qualities that differentiate them in a competitive marketplace.

Intermediate

Beyond the foundational understanding of automation’s basic principles, SMBs seeking a competitive edge must progress to more sophisticated strategic frameworks. The initial forays into task-based automation, while valuable, represent only the tip of the iceberg. To truly harness automation’s transformative potential, SMBs need to adopt frameworks that consider not only individual tasks but also broader organizational processes and strategic alignment.

Process-Oriented Automation ● Streamlining Workflows

Moving beyond task-level automation necessitates a shift towards process-oriented thinking. This involves analyzing entire business processes, from start to finish, to identify bottlenecks, inefficiencies, and opportunities for automation across multiple interconnected tasks. Frameworks like Lean and Six Sigma, traditionally associated with large-scale manufacturing, offer valuable principles that can be adapted for SMB process optimization Meaning ● Enhancing SMB operations for efficiency and growth through systematic process improvements. and automation.

Lean Principles for SMB Automation

Lean methodology centers on eliminating waste and maximizing value in every process. In the context of SMB automation, Lean principles can guide the identification and automation of process steps that add little or no value to the customer or the business. This involves:

• Value Stream Mapping ● Visually mapping out an entire process, from customer request to fulfillment, to identify all steps involved, including those that are wasteful or redundant.
• Waste Reduction (Muda) ● Identifying and eliminating the seven forms of waste ● transportation, inventory, motion, waiting, overproduction, over-processing, and defects. Automation can directly address several of these waste categories, such as reducing waiting time, minimizing motion, and preventing defects through standardized, automated processes.
• Continuous Flow (Kaizen) ● Striving for a smooth, uninterrupted flow of work through the process. Automation can help create continuous flow by automating handoffs between tasks, reducing manual delays, and ensuring consistent processing times.

Applying Lean principles to SMB automation means focusing on automating processes that are not only repetitive and time-consuming but also contribute to overall process waste. For example, automating order processing not only saves time on manual data entry but also reduces waiting time for customers and minimizes the risk of order errors, aligning directly with Lean’s waste reduction goals.

Six Sigma for Quality and Consistency

Six Sigma, another process improvement methodology, focuses on reducing process variability and defects to near-zero levels. While achieving Six Sigma levels of quality might be overly ambitious for many SMBs, the underlying principles of reducing variation and improving consistency are highly relevant to automation. Key Six Sigma concepts applicable to SMB automation include:

• DMAIC Cycle (Define, Measure, Analyze, Improve, Control) ● A structured problem-solving approach that can be applied to identify and address process inefficiencies that can be resolved through automation.
• Statistical Process Control (SPC) ● Using statistical methods to monitor process performance and identify variations that need to be addressed. Automation can facilitate SPC by providing real-time data on process metrics, enabling SMBs to proactively identify and correct deviations from desired performance levels.
• Standardization ● Creating standardized processes to minimize variability and ensure consistent output. Automation inherently promotes standardization by executing tasks in a consistent, pre-defined manner, reducing the variability associated with manual processes.

Integrating Six Sigma principles into SMB automation strategies Meaning ● SMB Automation Strategies: Streamlining SMB operations with technology to boost efficiency, customer experience, and sustainable growth. means prioritizing automation projects that not only improve efficiency but also enhance process quality and consistency. Automating customer onboarding processes, for instance, can ensure that every new customer receives a standardized, high-quality experience, reducing churn and improving customer satisfaction.

Lean and Six Sigma principles, adapted for SMBs, guide process optimization and automation for efficiency and quality.

Customer-Centric Automation ● Enhancing Engagement

Automation should not be viewed solely as a cost-cutting or efficiency-boosting measure; it can also be a powerful tool for enhancing customer engagement and building stronger customer relationships. Customer-centric automation frameworks focus on leveraging technology to personalize customer interactions, provide proactive support, and create seamless customer experiences across all touchpoints.

Customer Journey Mapping for Automation Opportunities

Customer journey mapping involves visualizing the entire customer experience, from initial awareness to post-purchase engagement. By mapping out the customer journey, SMBs can identify pain points, moments of friction, and opportunities to leverage automation to improve the customer experience Meaning ● Customer Experience for SMBs: Holistic, subjective customer perception across all interactions, driving loyalty and growth. at each stage. This framework helps to pinpoint automation opportunities Meaning ● Automation Opportunities, within the SMB landscape, pinpoint areas where strategic technology adoption can enhance operational efficiency and drive scalable growth. that directly impact customer satisfaction Meaning ● Customer Satisfaction: Ensuring customer delight by consistently meeting and exceeding expectations, fostering loyalty and advocacy. and loyalty.

For example, in the awareness stage, automated social media marketing and targeted advertising can reach potential customers with relevant messages. In the consideration stage, chatbots on the website can answer questions and provide instant support. During the purchase stage, automated order processing and payment systems can streamline the transaction process.

Post-purchase, automated email follow-ups, personalized recommendations, and proactive customer service can foster ongoing engagement and build customer loyalty. Customer journey mapping Meaning ● Visualizing customer interactions to improve SMB experience and growth. provides a holistic view of the customer experience, enabling SMBs to strategically deploy automation to create a more seamless and satisfying journey.

Personalization and Segmentation Strategies

Effective customer-centric automation relies heavily on personalization and segmentation. Generic, one-size-fits-all automation can feel impersonal and even intrusive to customers. By segmenting customers based on demographics, behavior, preferences, and purchase history, SMBs can tailor automated communications and interactions to individual customer needs and interests. This personalized approach makes automation feel more relevant and valuable to customers, enhancing engagement and building stronger relationships.

For instance, automated email marketing campaigns Meaning ● Marketing campaigns, in the context of SMB growth, represent structured sets of business activities designed to achieve specific marketing objectives, frequently leveraged to increase brand awareness, drive lead generation, or boost sales. can be segmented to deliver different messages to different customer groups based on their past purchases or expressed interests. Chatbots can be programmed to provide personalized recommendations based on customer browsing history or previous interactions. CRM systems can be used to track customer preferences and tailor automated service interactions accordingly. Personalization transforms automation from a generic tool into a customer-centric strategy for building stronger, more meaningful customer relationships.

Strategic Alignment ● Automation and Business Goals

At the intermediate level, SMB automation strategies Meaning ● Automation Strategies, within the context of Small and Medium-sized Businesses (SMBs), represent a coordinated approach to integrating technology and software solutions to streamline business processes. must be firmly aligned with overarching business goals. Automation should not be implemented in isolation; it should be a deliberate and strategic initiative that directly supports the SMB’s overall objectives. Frameworks like the Balanced Scorecard Meaning ● A strategic management system for SMBs that balances financial and non-financial measures to drive sustainable growth and performance. and Objectives and Key Results (OKRs) can help ensure that automation efforts are strategically aligned and contribute to measurable business outcomes.

Balanced Scorecard for Holistic Automation Measurement

The Balanced Scorecard framework provides a holistic view of organizational performance, considering four key perspectives ● financial, customer, internal processes, and learning and growth. When applied to SMB automation, the Balanced Scorecard can help ensure that automation initiatives Meaning ● Automation Initiatives, in the context of SMB growth, represent structured efforts to implement technologies that reduce manual intervention in business processes. are not only focused on efficiency gains but also contribute to broader strategic objectives across all four perspectives.

For example, from a financial perspective, automation should contribute to cost reduction, revenue growth, or improved profitability. From a customer perspective, automation should enhance customer satisfaction, loyalty, or retention. From an internal processes perspective, automation should streamline workflows, improve process quality, or reduce operational risks.

From a learning and growth perspective, automation should enable employee skill development, foster innovation, or improve organizational agility. The Balanced Scorecard provides a comprehensive framework for measuring the strategic impact of automation across all critical dimensions of SMB performance.

OKRs for Goal-Oriented Automation Initiatives

Objectives and Key Results (OKRs) is a goal-setting framework that focuses on defining ambitious objectives and measurable key results to track progress. When applied to SMB automation, OKRs can help set clear, quantifiable goals for automation initiatives and ensure that progress is regularly monitored and measured. This framework promotes accountability and ensures that automation efforts are directly contributing to strategic priorities.

For example, an SMB might set an objective to “Improve Customer Service Efficiency.” Key results for this objective could include “Reduce average customer service response time by 20%” and “Increase customer satisfaction score by 10%.” Automation initiatives, such as implementing a chatbot or automating ticket routing, would then be directly linked to achieving these key results. OKRs provide a clear and measurable framework for aligning automation efforts with strategic business goals and tracking progress towards those goals.

Moving to intermediate-level automation requires a shift from task-focused implementations to process-oriented and customer-centric strategies. By adopting frameworks like Lean, Six Sigma, customer journey Meaning ● The Customer Journey, within the context of SMB growth, automation, and implementation, represents a visualization of the end-to-end experience a customer has with an SMB. mapping, and strategic alignment tools like the Balanced Scorecard and OKRs, SMBs can unlock the full potential of automation to drive efficiency, enhance customer experiences, and achieve strategic business objectives.

Advanced

For SMBs aspiring to not only compete but to lead in their respective markets, automation transcends mere efficiency gains; it becomes a strategic weapon, a catalyst for innovation, and a cornerstone of organizational agility. At this advanced stage, automation frameworks must evolve to encompass complex, interconnected systems, data-driven decision-making, and a proactive, future-oriented approach. Moving beyond incremental improvements, advanced SMB automation Meaning ● Advanced SMB Automation signifies the strategic deployment of sophisticated technologies and processes by small to medium-sized businesses, optimizing operations and scaling growth. is about fundamentally reimagining business models and creating entirely new value propositions.

Intelligent Automation ● Leveraging AI and Machine Learning

The frontier of advanced SMB automation lies in the realm of intelligent automation, which integrates Artificial Intelligence (AI) and Machine Learning Meaning ● Machine Learning (ML), in the context of Small and Medium-sized Businesses (SMBs), represents a suite of algorithms that enable computer systems to learn from data without explicit programming, driving automation and enhancing decision-making. (ML) technologies to create systems that can learn, adapt, and make autonomous decisions. Intelligent automation Meaning ● Intelligent Automation: Smart tech for SMB efficiency, growth, and competitive edge. moves beyond rule-based automation to encompass cognitive capabilities, enabling SMBs to automate complex, judgment-based tasks and unlock entirely new levels of operational sophistication.

Robotic Process Automation (RPA) with Cognitive Capabilities

Robotic Process Automation Meaning ● Process Automation, within the small and medium-sized business (SMB) context, signifies the strategic use of technology to streamline and optimize repetitive, rule-based operational workflows. (RPA), at its core, automates repetitive, rule-based tasks by mimicking human interactions with software applications. However, advanced RPA incorporates cognitive capabilities, such as Natural Language Processing (NLP), Computer Vision, and Machine Learning, to handle more complex and unstructured data and tasks. This intelligent RPA can automate processes that previously required human judgment and intervention, significantly expanding the scope of automation possibilities for SMBs.

For instance, intelligent RPA can automate invoice processing by not only extracting data from structured fields but also interpreting unstructured information within invoices, such as line item descriptions or payment terms. It can automate customer service interactions by understanding natural language queries and providing personalized responses. It can even automate aspects of decision-making, such as credit risk assessment or fraud detection, by learning from historical data and identifying patterns. Intelligent RPA empowers SMBs to automate knowledge work and complex processes that were previously considered beyond the reach of automation.

Machine Learning for Predictive Analytics and Optimization

Machine Learning algorithms enable systems to learn from data without explicit programming, identifying patterns, making predictions, and continuously improving performance over time. For SMBs, Machine Learning offers powerful capabilities for predictive analytics and process optimization, enabling them to anticipate future trends, make data-driven decisions, and proactively optimize their operations.

Machine Learning can be applied to predict customer churn, allowing SMBs to proactively engage at-risk customers and improve retention rates. It can optimize pricing strategies by analyzing market data and demand patterns. It can personalize marketing campaigns by predicting customer preferences and tailoring messages accordingly.

It can even optimize internal processes by identifying bottlenecks, predicting equipment failures, or optimizing resource allocation. Machine Learning transforms automation from a reactive efficiency tool into a proactive strategic asset, enabling SMBs to anticipate and respond to changing market dynamics with agility and precision.

Intelligent automation, powered by AI and ML, enables SMBs to automate complex tasks and gain predictive insights.

Hyperautomation ● Orchestrating End-To-End Automation

Advanced SMB automation culminates in hyperautomation, a strategic approach that aims to automate as many business processes as possible, using a combination of technologies, including RPA, AI, ML, process mining, and low-code platforms. Hyperautomation is not about automating individual tasks or processes in isolation; it’s about creating a cohesive, interconnected automation ecosystem that spans the entire organization, driving end-to-end process optimization and digital transformation.

Process Mining for Automation Opportunity Identification

Process mining is a data-driven technique that uses event logs from existing systems to discover, monitor, and improve real processes. In the context of hyperautomation, process mining Meaning ● Process Mining, in the context of Small and Medium-sized Businesses, constitutes a strategic analytical discipline that helps companies discover, monitor, and improve their real business processes by extracting knowledge from event logs readily available in today's information systems. plays a crucial role in identifying automation opportunities by providing a detailed, objective view of how processes actually operate, rather than relying on subjective perceptions or documented workflows. Process mining reveals hidden inefficiencies, bottlenecks, and deviations from intended processes, highlighting areas where automation can have the greatest impact.

By analyzing event logs from CRM, ERP, and other systems, process mining can uncover process variations, identify root causes of delays, and quantify the potential benefits of automation for different process steps. This data-driven approach ensures that hyperautomation initiatives are focused on the most impactful areas and that automation efforts are aligned with actual process realities, rather than idealized workflows. Process mining provides the intelligence layer for hyperautomation, guiding the strategic deployment of automation technologies for maximum organizational impact.

Low-Code/No-Code Platforms for Citizen Development

Hyperautomation necessitates a shift towards citizen development, empowering business users, rather than solely relying on IT departments, to build and deploy automation solutions. Low-code and no-code platforms are essential enablers of citizen development, providing user-friendly interfaces and pre-built components that allow business users to create custom automation workflows and applications without requiring extensive coding skills. These platforms democratize automation development, accelerating the pace of hyperautomation initiatives and fostering a culture of innovation throughout the SMB.

Low-code/no-code platforms empower SMB employees to automate their own tasks, streamline departmental processes, and even create entirely new digital services. This decentralized approach to automation development not only accelerates implementation but also ensures that automation solutions are directly aligned with the specific needs and challenges of different business units. Citizen development, enabled by low-code/no-code platforms, is a critical component of successful hyperautomation strategies, fostering agility, innovation, and broad-based adoption of automation across the SMB.

Dynamic Strategic Frameworks ● Adapting to Change

In the rapidly evolving business landscape, advanced SMB automation frameworks must be dynamic and adaptable, capable of responding to changing market conditions, emerging technologies, and evolving business strategies. Traditional static frameworks are insufficient; SMBs need to adopt frameworks that embrace agility, continuous learning, and proactive adaptation.

Agile and DevOps for Automation Implementation

Agile methodologies and DevOps practices, originally developed for software development, offer valuable principles for managing complex automation projects in a dynamic environment. Agile emphasizes iterative development, collaboration, and rapid feedback loops, allowing SMBs to quickly adapt automation solutions to changing requirements and market demands. DevOps focuses on automating the software delivery pipeline, enabling faster and more frequent deployments of automation solutions.

Applying Agile and DevOps principles to SMB automation means breaking down large automation projects into smaller, manageable iterations, involving business users and IT teams in collaborative development, and continuously testing and refining automation solutions based on feedback and performance data. This iterative and collaborative approach reduces the risk of large-scale automation failures, accelerates time-to-value, and ensures that automation solutions remain aligned with evolving business needs. Agile and DevOps provide the operational framework for implementing and managing advanced SMB automation in a dynamic and responsive manner.

Continuous Learning and Innovation Frameworks

Advanced SMB automation requires a culture of continuous learning Meaning ● Continuous Learning, in the context of SMB growth, automation, and implementation, denotes a sustained commitment to skill enhancement and knowledge acquisition at all organizational levels. and innovation. Frameworks that promote experimentation, knowledge sharing, and proactive exploration of emerging technologies are essential for staying ahead of the curve and maximizing the long-term value of automation. This involves fostering a mindset of curiosity, encouraging employees to experiment with new automation tools and techniques, and creating mechanisms for sharing knowledge and best practices across the organization.

SMBs should establish dedicated innovation teams or centers of excellence focused on exploring emerging automation technologies, conducting pilot projects, and disseminating knowledge throughout the organization. They should actively participate in industry communities, attend conferences, and engage with technology vendors to stay abreast of the latest trends and best practices in automation. A culture of continuous learning and innovation ensures that SMBs not only adopt advanced automation technologies but also continuously evolve their automation strategies to maintain a competitive edge in the long run.

Advanced SMB automation is not merely about implementing technologies; it’s about fundamentally transforming the organization into a data-driven, agile, and continuously learning entity. By embracing intelligent automation, hyperautomation, and dynamic strategic frameworks, SMBs can unlock unprecedented levels of efficiency, innovation, and competitive advantage, positioning themselves for sustained success in the digital age.

References

• Porter, Michael E. Competitive Advantage ● Creating and Sustaining Superior Performance. Free Press, 1985.
• Hammer, Michael, and James Champy. Reengineering the Corporation ● A Manifesto for Business Revolution. HarperBusiness, 1993.
• Kaplan, Robert S., and David P. Norton. The Balanced Scorecard ● Translating Strategy into Action. Harvard Business School Press, 1996.
• Ries, Eric. The Lean Startup ● How Today’s Entrepreneurs Use Continuous Innovation to Create Radically Successful Businesses. Crown Business, 2011.
• Liker, Jeffrey K. The Toyota Way ● 14 Management Principles from the World’s Greatest Manufacturer. McGraw-Hill, 2004.
• Womack, James P., and Daniel T. Jones. Lean Thinking ● Banish Waste and Create Wealth in Your Corporation. Simon & Schuster, 1996.
• Davenport, Thomas H., and John Glaser. “Just-in-Time Delivery Comes to Knowledge Management.” Harvard Business Review, vol. 80, no. 7, 2002, pp. 107-11.
• Manyika, James, et al. “A Future That Works ● Automation, Employment, and Productivity.” McKinsey Global Institute, 2017.
• Kohavi, Ron, et al. “Online Experimentation at Microsoft.” Proceedings of the 19th ACM SIGKDD International Conference on Knowledge Discovery and Data Mining, ACM, 2013, pp. 856-64.