Get max value from digitisation with a deep understanding of processes ~
No matter where you look, it’s easy to find stories about how technology can radically overhaul a business’s efficiency and competitiveness.It’s true, but starting there puts the cart before the horse, as it is also true that investing in technology for technology’s sake can end up being an expensive exercise that changes little or nothing to improve business outcomes.
By way of analogy, imagine a situation where customers are becoming increasingly frustrated with the cancellations department. It is a point of great friction as customer frustration boils over due to delays in cancelling contracts or services. The easy route would be to look at how cancellations are managed, and then change it to become easy and fast. But, is this really a win?
Instead, businesses need to understand their problems, develop an understanding of their processes and the context within which these processes operate, determine the root cause of the problem, and finally, fix the process issues and implement a solution that will enable the target state.But how does a business develop a real understanding of its processes? It starts with stepping back and understanding how you deliver value.
All businesses will have KPAs and KPIs, and key process outcomes should be measured against these to determine your performance and desired outcomes against your set objectives. Here, businesses can also identify performance thresholds – in other words, when are slight deviations acceptable and when should there be an immediate intervention?
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