A small business specializing in computer repair implements an automated process that routes customer requests to the technician best suited for the job. Though the automated solution only reduces a few minutes of time from each request, it results in the business being able to complete several hundred more service orders per year.
Which quality of automation is described in this example?
a. Cumulative
b. Complex
c. Personal
d. Intrusive
Answer: The quality of automation described in this example is "cumulative."
Cumulative automation is a type of automation that produces small time savings or efficiency gains in individual tasks, but over time, these incremental improvements add up and result in significant overall efficiency gains. In this example, the automated process only reduces a few minutes of time from each customer request. However, over the course of a year, these small time savings add up to several hundred more service orders completed by the business.
Other examples of cumulative automation include automating manual data entry tasks, streamlining inventory management, and automating routine administrative tasks. While the time savings or efficiency gains in each of these tasks may be small, over time, the accumulated impact can be significant.
In contrast, complex automation involves automating tasks that require a high degree of cognitive processing or decision-making. Personal automation involves automating tasks that are specific to an individual's personal preferences or habits. Intrusive automation involves automating tasks that may interfere with an individual's workflow or require significant changes to their work processes.