On how we almost automated a crappy process

A Manitoba startup’s lesson in doing less, on purpose.

Ever tried to speed up a business process, or even throw AI into the mix, only to realize later the process itself was the real problem? Here’s a true story from our early days that might save you some pain.

Back in the early 2000s, I built the perfect ten-step invoicing process for our small rural Manitoba wireless ISP startup. As we grew, that “perfect” process turned into a mountain of paperwork and endless binder-filing. At one point, I even considered buying a fancy printer to automate folding and hole-punching invoices. Luckily, we stopped ourselves and asked, “Why are we still mailing paper invoices when all our customers have email?” That simple question helped us cut out busywork, simplify our process, and save hours every month.

The real lessons learned, which I still haven't forgotten? a) Automating busywork or adding AI to a broken process just multiplies the pain. b) Always ask if the process should exist in the first place.

"Quickie" three-point front-office waste audit:

1. Are you printing or filing anything you could store and find digitally?

2. Do you have steps that exist just because “we’ve always done it that way”?

3. Are you automating—or adding AI to—a step that could simply be eliminated?

Want a no-nonsense review of your own front-office process?

Send your process (or even a napkin sketch) to Greg@Transform180.ca or connect on LinkedIn at https://www.linkedin.com/in/gregkroeker. If you have your own story of business process waste, share it in the comments below; bonus points for paper cuts or overweight binders.