Measure first: What your automation should actually change
A measurement log for handling time, waiting time and exceptions, with a worked example and a CSV template for your baseline.
Three kinds of time, three different decisions
An enquiry can wait for two hours even though someone spends only eight minutes working on it. Counting the entire elapsed time as labour overstates the capacity that could be released. Looking only at active minutes can hide a long wait for the customer.
Table – scroll sideways if needed
| Measure | How to record it | What it helps you decide |
|---|---|---|
| Active time | Actual work by everyone handling the case, including rework | Capacity and handling effort |
| Waiting time | Time with no active work between steps | Handoffs and response speed |
| Rework | Identify corrections separately; they are already included in active time | Find quality problems without double counting |
Start with the CSV measurement log. Use pseudonymous case IDs instead of customer names. An empty time field means “not measured yet”; enter 0 only for an observed zero minutes.
Why one average does not tell the whole story
This is a constructed example: five cases take 6, 8, 9, 12 and 45 active minutes, totalling 80 minutes. Investigate the long case as an exception. Do not quietly remove it from the calculation.
One dataset – three different statements
16 min
Arithmetic mean
80 active minutes divided by 5 cases. The long case affects the mean.
9 min
Median
The middle value of the sorted observations: 6, 8, 9, 12, 45.
45 min
Longest observed case
A signal to investigate an exception, not a prediction for all future cases.
Mean and median follow the NIST definitions. Five constructed cases are neither a representative sample nor Arthova project data. Your own planning needs a selection covering normal cases, follow-up questions and relevant exceptions.
A manageable start for your measurement log
From the first observation to a usable baseline
Set the boundary
Define where the workflow starts and ends. Agree which people and corrections count towards active time.
Your deliverableOne measurement rule shared by everyone involved.
Collect observations
Record cases during a normal working period. Five working days can be a starting point; rare or seasonal workflows need a different window. Record missing measurements too.
Your deliverableA log showing case count, observation period and gaps.
Explain exceptions
Review long cases, manual handoffs and incorrect results. Record the reason instead of deleting inconvenient observations.
Your deliverableSeparate views of normal cases and exceptions.
Agree the comparison
Use the same process boundary and comparable types of cases in a later before-and-after comparison. Check quality and rework as well.
Your deliverableA baseline that remains comparable after implementation.
Model the benefit afterwards
Put measured active time and realistic volume into the capacity calculator. Waiting time does not become saved labour. Do not count rework twice, and label inputs that remain estimates.
Leopardo’s approximately six hours per week are a modelled capacity estimate based on the owner’s assessment. They do not replace your own baseline. Whether released capacity becomes lower cost, more output or quicker responses must be established in operation.
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Sources & context
The working template is Arthova’s editorial interpretation. External guidance and our project evidence are linked separately.
See the documented projectBring one specific workflow.
We will discuss what can usefully be automated, what information is missing and how to check the outcome.
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