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The Other Side Of Progress: Navigating The 11 Complexities Of Workplace Automation

October 3, 2023 thehrobserver-hrobserver-mohamed-nohassi

Recent developments in AI are driving a newfound interest in workplace automation. And while our previous article focused on the optimistic potential, it’s crucial to temper that enthusiasm with an understanding of the challenges and risks that businesses may face when stepping into the realm of automation. Let’s go…

1 – Job Displacement

The transition to automated systems is often accompanied by the unpleasant reality of job loss. In the quest for efficiency and cost-reduction, automation proves beneficial, but it can also make certain roles redundant, leading to immediate displacement of workers within a company. The areas most susceptible are those involving repetitive or easily codified tasks (like data entry, customer service and certain roles in assembly lines).

2 – Consequent Impact on Employee Morale

Job displacement doesn’t just affect those who lose their jobs; it also impacts the morale of those who remain. This uncertainty adds psychological stress, potentially lowering productivity and increasing turnover. With research showing how the well-being of employees is closely linked to organisational success, the potential collateral damage on morale must not be disregarded.

3 – Increased Need for Employee Upskilling

Following these consequences on morale, there is a pressing requirement for upskilling. The continuous evolution of automated systems necessitates that the workforce adapt their skill-sets to stay relevant. This often places employees in the precarious position of having to enhance their skills, sometimes at their own expense, to remain competitive.

4 – Financial Outlay for Equipment and Software

The integration of automated systems requires substantial initial capital. From purchasing new machinery and software licences, to retrofitting existing infrastructure – the financial burden can be significant. This often necessitates budget re-evaluations, placing pressure on other departments or other critical investments.

5 – Financial Risk of Delayed ROI

Although automation promises long-term cost savings, the initial costs mean that the return on investment (ROI) may not be immediate. This lag between investment and payback introduces financial risk, especially for smaller companies or those operating on thin margins. In some instances, the expected ROI may not materialise as quickly as anticipated, complicating the financial stability of the business.

6 – Negative Impact on Customer Engagement

In industries where personal interaction and customer service are paramount, the rush to automate can strip away the ‘human touch’. Automated customer service portals and chatbots may handle queries efficiently, but they often fall short in providing the nuanced understanding and emotional intelligence that humans offer. This can deter customers seeking more personalised experiences. It can also mean customers, when feeling alienated by an impersonal service experience, may choose to engage with competitors that offer a more personalised touch.

7 – Lower Opportunities for Staff Interaction

The automation of tasks that traditionally required human collaboration can result in fewer opportunities for interpersonal interaction among employees. Whether it’s the shared experience of solving a problem or the casual conversations that happen in the course of a workday, these organic interactions contribute to a cohesive workplace culture. Reduced interaction can have long-term consequences for team cohesion and the development of soft skills. Without regular interpersonal engagement, employees might find it challenging to build rapport, effectively collaborate or resolve misunderstandings, which are critical skills in any workplace. Thus, while automation can enhance efficiency, it also raises questions about the potential erosion of essential soft skills.

8 – Increased Inequality Within the Workforce

Automation has a disproportionate impact on middle-skilled jobs that involve routine tasks with some level of expertise. These roles are often the first to be automated, leading to a hollowing-out of middle-tier positions within a company. As a result, employees may find themselves pushed towards either lower-skilled roles with less job security or required to retrain for higher-skilled positions that are less susceptible to automation.

The erosion of middle-skilled jobs contributes to an increasing divide between high-skilled and low-skilled roles. High-skilled workers who can manage or complement automated systems find their market value enhanced, while low-skilled workers may face stiffer competition for fewer positions. This widening gap leads to increased inequality within the workforce, potentially fostering resentment or lower workplace morale.

9 – Need for Specialised Managerial Skills

The intricacies of automated processes can necessitate specialised training for those in managerial roles. Whether it’s understanding the nuances of machine learning algorithms or the intricacies of data analytics, a new set of managerial skills becomes increasingly important. This specialisation can be costly and time-consuming but is essential for the effective oversight of an increasingly automated workplace.

10 – Liability Issues Related to Automated Errors

Automated systems are not infallible; they can make mistakes and sometimes those mistakes can be costly or dangerous. Determining liability in these situations becomes a complex issue. Is the software developer responsible? Or does the liability lie with the company that implemented the system? These questions introduce a legal quagmire that companies must navigate, adding another layer of risk to the automation equation.

11 – Regulation and Compliance Challenges Specific to Automation

As automated systems become more prevalent, so too do regulations aimed at governing their use. Companies must stay abreast of local, national and international laws concerning data protection, worker rights and ethical considerations, among others. Navigating this ever-evolving landscape of regulations demands constant vigilance and can result in hefty fines or sanctions if compliance is not maintained. This adds yet another level of complexity and risk for companies moving towards automation.

Conclusion

You may have noticed that the list of risks is longer than the rewards covered in the first article of this two-part series. While this could give one pause, it shouldn’t eclipse the transformative benefits automation can offer. The rewards are indeed compelling, but they come with their own set of complexities that need meticulous attention. Therefore, a full understanding of both rewards and risks is not just advisable but essential for making informed, balanced decisions on automating your work environment.

Author
Fahed Bizzari

Founder & CEO of Bellamy Alden Institute & Chat GPT Expert

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