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Principles of Reliability

Running a business is already hard! These principles can help guide you towards making all your business processes work in a smooth, reliable and predictable manner.

Modern businesses are complex. Compared to a decade ago, they have lots more data, more functions, and every process is interlinked with the other.

This interdependence means that any disruption in one process will definitely affect the others too. This forces us to ask the question "Are my business processes reliable?"

An approach towards addressing these issues that take into consideration the reliability of all the factors that affect a business process. We named it ‘Business Reliability’.

What is Business Reliability?

“The ability to carry out different processes without any failure or disruptions throughout the business life cycle is Business Reliability.”

You can read more about Business Reliability here.

Unexpected incidents in any business process can cause severe damages - revenue lost, poor customer experience, product/service failure, overshooting costs, customer churn, shipping delays and so much more.

This could be any business process, be it engineering, supply chain, operations, marketing, customer success etc.

That's exactly why today's companies need to adopt Business Reliability.

Here are the principles of Business Reliability

Capturing the right data from the right sources is the first step towards Reliability. You can't control what you can't measure!

This data acts as an indicator to various aspects of the health of your business. Monitoring your business essentially means monitoring your metrics.

Once you start capturing the right metrics, you can monitor them closely and take better business decisions.

Capturing the right data might be the first step. But if that data isn't accurate or up to date, chances are all the subsequent steps will be in the wrong direction.

Business data often has quality issues associated with it. Questions like

'Is this data up-to-date?', 'Is it complete?', or 'Is it accurate' can create doubts in your mind. No one wants to make decisions based on data they don't trust.

Implementing a process to ensure that the data captured by you is healthy and reliable is very important.

Understand & define the normal behaviour of all your business functions beforehand. How a function is carried out when everything is in its steady-state. Once you have this in place, it'll be easy for you to identify events that are 'abnormal' and need your attention.

The normal behaviour of a business function is not likely to continue indefinitely. There will be some unusual events that might cause disruptions to you.

Since you've defined your "Normal" already, you can now create a range of normalcy for each of your metrics. Now anything that gets outside of this range ****can be considered as an unusual event.

Keeping these unusual events in check through monitoring your business processes in real-time is a big leap towards Business Reliability.

Disruptions need to be fixed asap!

Handling the responses manually is slow and laborious. It soon becomes unsustainable with the growth of the business over time.

You need to identify all such potential disruptions to your processes and be prepared with a set of immediate responses. Automations will help reduce your time to resolution, thereby minimising negative impact of the unexpected situation. Minimum human intervention and an automated response system will reduce the friction to a minimum between 'Detection' & 'Action'.

Normal does change! Situations change, environments change and so does your business normal. You need to ensure your processes are evolving too.

If a new behaviour is occurring continuously that is different from your defined normal, a shift has occurred. Your systems need to be able to understand this shift, else what is now normal will be considered outside normal range, and your automated responses will be triggered.


Running a business is already hard! These principles can help guide you towards making all your business processes work in a smooth, reliable and predictable manner.

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