Conclusion: Pattern-based and repeatable processes, such as gathering operational data, validating data, and assessing data quality, offer potential for automation. The Web and software-as-a-service technologies offer powerful tools that facilitate automation beyond the simple mechanical pumping of data from one system to the next. Operational management tasks that focus on administration and control can and should be automated, so that managers have time to think about the organisation as a system, and can focus on continuous improvement.

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