Software package solution

Package = off-the-shelf. If the software is very specialused and gives the company competitive advantages, then probably it should be developed in house. Buying a package can condemn you to offer the same service as other companies, which could be ok for processes which to not give competetive advantage.

so is it correct to use bespoke for a process if it's of high strategic importance, off the shelf for low strategic importance, regardless of its complexity? what does "automation" mean in Harmon's? does it specifically direct to off the shelf, or either off the shelf and bespoke, or neither?

In general that is right, though remember Hatmon is only a rough guide. Also, a package solution drpends on a package being available that can carry out the process, and if a process is complex a package might not have been developed and developing a bedpoke solution can be expensive. Auromation means a machine doing the work, not a human. Either a package or bespoke solution will provide automation.