ServiceNow Japan Announces International Survey Results on Business Automation | ServiceNow Japan LLC Press Release

The main results of this survey are as follows.

• Japan lags behind other countries in promoting digital transformation.
• The benefits of business automation include increased employee productivity, creativity and stress reduction.
• Employees are worried about changes in their work styles due to automation, not about unemployment.
• Many employees expect artificial intelligence (AI) to change their jobs in the future.

The survey was conducted jointly by Lawless Research and Service Now, Inc., a US market research company. In 12 countries and regions, including Japan, 6477 employees (including 6477) use computers, laptops or tablets in their daily work. computer. Conducted in Japan for 513 people.

Japan is an underdeveloped country with digital transformation
Although many companies and organizations in Japan are reforming their working methods, from a global perspective, it cannot be said that they have made sufficient efforts to improve operational efficiency and productivity through automation. Facts have proved that compared with other countries/regions, Japanese employees lack confidence in their digital skills.

• 42% of respondents in Japan (the average of 57% in 12 countries and regions worldwide) said that in the past three years, the 12 countries surveyed have introduced automation in their businesses and business processes . Japan has the lowest rate in the region.
• In Japan, 20% of respondents (6% of the global average) said they did not have the digital skills needed for work, while 29% (11% of the global average) needed to develop their own careers. They say they have no digital skills. Among 12 countries and regions in the world, the proportion of respondents who are dissatisfied with digital skills is the highest in Japan.

In this survey, we used the following five selection formulas to find answers to the level of work automation in the workplace (automation progress is 5).

1. Extremely dependent on manual work (business processes are not systematized or documented; obtaining information is very difficult and mainly relies on e-mail, telephone and face-to-face interaction)
2. Rely on manual labor (documented business processes, but mainly through email, telephone, face-to-face communication and standard productivity tools (word processors, table calculations, presentation tools, etc.))
3. Technology awareness (Use technology in business processes to collect, distribute, store and track information, but rarely/do no information analysis. An example of the technology used is an application. Manage working hours used, a portal with personnel policies , Business travel booking on the Internet, centralized management of customer response history, etc.)
4. Automation (using technology in business processes to perform simple, manually initiated repetitive tasks through pre-prepared workflows. Information analysis is performed frequently but not always. Examples of technologies we are using include changing the passwords of multiple systems at the same time, Automatic distribution of approval documents that require multiple approvals and distribution for the creation and signing of standard legal documents.)
5. It is highly automated (it uses technology in business processes to perform complex tasks that anticipate certain possible results. Examples of technology it uses include chat bots and appropriate personnel. It automatically submits IT requests, identifies and prevents information security vulnerabilities, and predicts Security, customer data analysis to identify preferred opportunities, etc.)

Compared with other countries, many workplaces in Japan rely on manual labor, and obviously, the level of work automation is very low.

• In Japan, 39% of respondents (the global average is 29%) said that they rely on the average level of automation of business processes to “rely on manual work” or “extremely rely on manual work.” Among the 12 countries and regions, Japan has the highest proportion of workplaces that are highly dependent on work.
• 20% of respondents in Japan (the global average is 26%) said their work is “automated” or “extremely automated”, and the percentage of highly automated workplaces is in these 12 countries and regions , Japan ranks third, behind Hong Kong (14%) and Canada (19%).

The benefits of employee workplace automation

Obviously, employees believe that automated work can improve their happiness, productivity, creativity and reduce stress.

• 58% of respondents in Japan (the global average is also 58%) said that automation in the workplace can increase job satisfaction.
• 60% of respondents in Japan (the global average is 59%) said that automation in the workplace will increase the time spent on creative work.
• 74% of respondents in Japan (the global average is 69%) said that automation in the workplace will increase their productivity.
• Among Japanese respondents who work in “manual” or “extremely manual” workplaces, 39% (the global average is 38%) feel “extremely stressed” or “extremely stressed” in their work. Among Japanese respondents who work in “automated” or “extremely automated” workplaces, only 25% (the global average is 30%) answered “I feel”. It became.

Employees’ concerns about business automation

Obviously, many employees are more afraid of the changes brought about by automation than losing their jobs due to business automation.

• 16% of respondents in Japan (the global average is 19%) worry about losing their jobs due to operational automation.
• On the other hand, 45% of Japanese respondents (the global average is 33%) worry that automation will require changes in the way they work.
• In addition, 44% of respondents in Japan (the global average is 37%) worry that automation will require them to master new skills and new processes.

Future work style and improvement of employee skills

Most employees believe that advanced technologies such as artificial intelligence, big data and robotics will change the way they work in the future and are eager to learn cutting-edge technologies.

• 89% of respondents in Japan (the global average is 88%) think of AI and related technologies (big data analysis, robotics, chatbots, etc.) when they hear about future work styles.
• 44% of respondents in Japan (the global average is 43%) want to learn, enhance or improve their data analysis skills, including problem solving, talent management, negotiation, computer programming and web design. Among these skills, I became the most important of the skills employees want to improve.

investigation method

ServiceNow, Inc. has been outsourced to Lawless Research, the United States (1,500), Japan (513), Canada (513), Mexico (510), France (506), the United Kingdom (502), Australia (500) is available in 12 countries Companies with 500 employees in the region: Germany (500), India (500), Hong Kong (317), the Netherlands (312) and Singapore (304). We use and use in our daily work from August 1 to 24, 2018 An online survey was conducted for full-time employees 18 years and older with computers, laptops or tablets.

About ServiceNow
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