Self-Correcting & Healing Processes are the ones that can detect probable delays or exceptional behavior in execution of a process and correct it themselves or escalate to handle the situation. Some use cases can be like trying to restart the system which is unresponsive or redirecting the request to a different server to process the request. Below is a use case for one of our customers in real estate domain.
Our customer is a premium real estate developer based out of Dubai and executing in Africa and India. They are currently building the tallest tower in Africa outside South Africa. They have very strict timelines to follow to be able to deliver it to their customers apart from the cost of the capital involved.
Project planning plays a key role in managing and executing a project of this magnitude. It is vital to ensure that the things get done as per the plan on time and handle the probable issues that can cause delays in the execution. It was getting very difficult to understand the bottlenecks and delays to come up with the backup plans or for workarounds when multiple parties and coordination across geographies, skillset is involved.
Though the business processes were in place, they were not smart enough to understand the bottlenecks to notify or escalate when required. Either escalating always or never till the problem actually happened which unfortunately makes it very difficult to react. This especially when 100’s of millions of dollars is involved was getting to scary proportions.
We have proposed and implemented intelligent processes that get to know the average time and costs that are required (from history) to execute the next steps before hand and set a timer on the next set of activities with inputs on the average costs. If the timer gets fired, the process notifies or escalates based on the need and restarts the step and tries to take a different route than before to get the work done. E.g., Assigning to a different user / group, cancelling the current vendor and finding the next best vendor, etc. With this approach in place along with the escalation processes, it made the life very easy for the customer to handle the delays better and bring them down significantly.