Measuring Workflow Automation ROI

Establish a baseline before delivery: request volume, cycle time, direct effort, rework rate, and overdue cases. Without it, outcomes become opinion.

Separate working time from waiting time. Approval may require two minutes yet remain queued for two days, making alerts and escalation more valuable than faster data entry.

Estimate error and rework cost, but include the value of visibility such as predicting delay and identifying ownership. Some management value is measurable.

Review after stabilisation rather than day one and compare similar volume. If performance does not improve, inspect policy, role, and data before adding technology.