Inefficiency Uncovered :

Time is Money – and Inefficiency is the Silent Killer of Productivity

In business, time is money – and inefficiency is the silent killer of productivity and profitability. When employees or customers struggle to navigate systems, process information, or complete tasks, the ripple effects are staggering. Labour-intensive processes, unclear workflows, and a lack of digital fluency don’t just slow things down – they cost businesses millions in lost hours, rework, and missed opportunities. Recent studies suggest that inefficiencies in digital processes could account for up to 20% of the working week across the workforce.

One of the most revealing metrics for understanding inefficiency in Digital Processes is the “Digital Process Cycle Time Gap”. This quantifies the difference between the “ideal cycle time” – the theoretical minimum time required to complete a digital task or process and the “actual cycle time” – the time it takes in practice due to inefficiencies like unclear instructions, poorly designed systems, or a lack of training.

This aligns with methodologies like Lean Six Sigma and Business Process Management (BPM), where reducing “waste” (non-value-added time) is critical. In Lean, this gap is often categorised as Muda (the Japanese term for waste) and is a focal point for process improvement. The output may also be measured as Digital Process Cycle Efficiency (PCE): a Lean metric that calculates value-added time as a percentage of total cycle time. A large cycle time gap directly lowers PCE, highlighting the need for targeted interventions.

 

Example in Action: The Cost of Inefficiency

Expected Time: 10 minutes (ideal cycle time)

Actual Time: 30 minutes (due to inefficiencies)

Cycle Time Gap: 20 minutes per task

When scaled across teams, this gap translates to significant financial losses. For instance:  If 100 employees each waste 20 minutes daily on a single task, that’s 2,000 minutes (33+ hours) lost per day.  Over a year, this could equate to 8,000+ hours of wasted productivity – costing hundreds of thousands of dollars in labor.

But the impact goes beyond labor costs. Every minute spent troubleshooting a system, resolving a trouble ticket, or redoing a failed process adds up. Shared service centres, for example, can spend anywhere from $6 to $40 per ticket to resolve issues caused by user errors or system misunderstandings. The real cost, however, lies in the lost productivity – the hours that employees could have spent on high-value tasks instead of wrestling with inefficient processes.

 

The Distinction: Digital Process vs. Business Process Optimization

While organisations like Celonis excel in Business Process Optimization (BPO), their focus often remains at a macro level – streamlining end-to-end workflows and identifying bottlenecks across broad operational processes. However, they rarely address the granular inefficiencies that occur at the digital adoption level: the moments when employees or customers interact with systems, tools, or interfaces.

This is where a Digital Adoption Strategy comes in. Unlike traditional BPO, which optimises processes from a bird’s-eye view, Digital Adoption dives deep into the user experience, addressing issues like:

• Unclear system navigation
• Lack of training or onboarding
• Poorly designed workflows within digital tools
• Resistance to adopting new technologies

By focusing on these granular inefficiencies, Digital Adoption closes the Digital Process Cycle Time Gap, ensuring that employees and customers can complete tasks efficiently and effectively. It’s not just about optimising processes – it’s about empowering people to use digital tools to their full potential so they can amplify their capabilities, increasing personal and business productivity.

 

Unlocking Efficiency: The Transformative Power of A Strategic Digital Adoption Approach

While Digital Adoption Platforms (DAPs) are often viewed as tools for training employees on digital systems – typically managed by Learning & Development (L&D) teams – this perspective significantly understates their potential.

Digital adoption is far more than just training; it’s a strategic capability that empowers organisations to identify inefficiencies, reimagine workflows, and turn hours of frustration into minutes, or even seconds, of productivity. At its core, digital adoption is about streamlining broken and inefficient digital processes that drain organisations of time, resources, and morale.

By leveraging cutting-edge technologies, intelligent workflows, and targeted interventions, a well-crafted digital adoption strategy can transform how work gets done and significantly reduce the Digital Process Cycle Time Gap.

 

Here’s how:

AI and Automation: Eliminating Repetitive Tasks

Artificial Intelligence (AI) is a game-changer for automating repetitive, time-consuming tasks. By integrating AI into digital adoption strategies, organisations can reduce manual effort, minimise errors, and accelerate process execution. For example, AI can automatically populate forms, validate data, or route tasks to the right person, all of which shrink the Digital Process Cycle Time. This not only frees up employees to focus on higher-value work but also ensures that routine tasks are completed with precision and speed.

Hybrid Workflows – Humans and Machines Working Together

Not all tasks can, or should be fully automated. Hybrid workflows, where humans and machines collaborate, offer the best of both worlds. For instance, AI can pre-process data, flag anomalies, or generate insights, while employees provide the critical thinking and decision-making needed to resolve complex issues. Digital adoption platforms facilitate this collaboration by offering real-time guidance and context-specific support, ensuring seamless interaction between people and technology.

In-Process Guidance – Real-Time Support for Inefficient Processes

One of the standout features of digital adoption platforms is their ability to deliver in-process guidance – step-by-step instructions embedded directly into the systems employees use. For inefficient processes, this means providing real-time support exactly when and where it’s needed. This reduces rework, minimises delays, and significantly shortens the Digital Process Cycle Time.

Data-Driven Insights – Continuous Improvement at Scale

A digital adoption strategy isn’t a one-time fix, it’s an ongoing process of measurement and refinement. By capturing data on how processes are executed, organisations can identify inefficiencies, track improvements, and make data-driven decisions. This continuous feedback loop ensures that Digital Process Cycle Efficiency (PCE) improves over time, driving sustained value.

Personalised Experiences – Tailored Support for Every User

Not all employees or customers interact with systems in the same way. A robust digital adoption strategy tailors the experience to individual needs, providing personalised guidance and support. This ensures that everyone, regardless of skill level, can work efficiently and effectively.

The Result: A Transformation in Efficiency

By combining these elements – AI, hybrid workflows, in-process guidance, data-driven insights, and personalised experiences – a digital adoption strategy can transform inefficient, time-consuming processes into streamlined, high-performing operations. The impact is clear:

• Faster Execution: Tasks are completed in a fraction of the time

• Reduced Costs: Automation and efficiency lower operational expenses

• Happier Employees: Frustration is replaced with confidence and productivity

• Satisfied Customers: Streamlined processes lead to better service and faster resolutions

Digital adoption isn’t just about using technology, it’s about unlocking its full potential to drive meaningful change. By embracing a strategic approach, organisations can turn inefficiencies into opportunities, creating a future where work is smarter, faster, and more impactful.

Turning Strategy Into Action: The DAA Sessions

Digital adoption success doesn’t start with buying a tool – it starts with a strategy.

That’s where The DAA Sessions come in.

These expert-led engagements are designed to help organisations diagnose inefficiencies, close the Digital Process Cycle Time Gap, and realise measurable value from their digital tools and workflows.

Each session is guided by industry leader Greisy Flores, and gives your team access to:

• Digital Adoption Maturity Models to assess where you are and what’s holding you back

• ROI Calculators and Templates to quantify your current state and future opportunity

• Strategic Frameworks for prioritising the right interventions at the right time

• Expert Insights based on real-world implementations across industries

• Tactical Guidance on integrating AI, optimising workflows, and improving user experience

Whether you’re just getting started, stuck in the middle, or scaling your efforts – The DAA Sessions meet you where you are and guide you to where you need to be.

It’s Time to Fix What’s Broken – And Unlock What’s Possible

Digital adoption isn’t just a feature of transformation.  It is transformation.

When done right, it reduces waste, increases productivity, and enables every person in your organisation to do their best work, faster.

Ready to close the Cycle Time Gap and realise value from your digital investments?

Book your strategic engagement now at: The DAA Sessions

Let’s turn inefficiency into impact.