In 2020 if you are utilising the same resources as pre covid 19 to serve customers and get superior returns you are one of the lucky few. The reality is business as usual has changed and in these uncertain times there is a need for faster decision making so that resources can be pivoted to generate higher value where warranted. Technology and data must be used to improve productivity and innovation needs to be accelerated to achieve scalability. This by no means is a singular task driven by senior leadership alone, although the direction they provide will guide the organisation on a better path. A collective effort is required if organisations want to achieve positive results in record time. The beautiful Maori proverb comes to mind and something I strongly believe in.,
MY STRENGTH IS NOT MINE ALONE, BUT COMES FROM THE MANY
How do we achieve positive results in record time. We need to ask the tough questions, can we as an organisation:
- Redeploy our talent
- Launch new business models
- Improve productivity
- Develop new products
- Reduce cost to serve
To achieve any of the above, boundaries need to be broken, processes need to be streamlined and frontline employees need to be empowered.
Sustainable speed
The process to develop speed needs to be well planned, it needs to be sustained rather than viewed as another initiative across the organisation. Developing sustainable speed is a process and the article from Mckinsey and Company is a good read -Ready, set, go: Reinventing the organization for speed in the post-COVID-19 era. An excerpt from the article on unleashing sustainable speed below :
Rethink Ways Of Working
- Speed up and delegate decision making
- Setup execution excellence
- Cultivate extraordinary partnerships
Reimagine Structure
- Fllaten the structure
- Unleash nimble, empowered teams
- Make hybrid work
Reshape Talent
- Field tommorrow's leaders today
- Learn how to learn
- Rethimk the role of CEOs and leaders
Evaluate
We need to take small steps to move to our new style of work by redeploying talent, increasing productivity, and reducing cost to serve while aiming to launch new business models and products or services. A good starting point is understanding the current state, its challenges and the desired output required in the short term and long term.
Unarguably the future of work has changed and redeploying talent to multiple business units is a necessity, however achieving this with low cost is a challenge. We can start by examining business processes to identify waste. Eliminating waste will optimise resource allocation and improve the customer experience. There are 8 elements of waste to consider as depicted in the diagram.
1. DEFECTS – accuracy issues when it comes to data capture or input
2. OVERPRODUCTION – bottlenecks in a process leading to overproduction in one area and downtime in another area
3. WAITING – high dependency on internal or external elements leading to increased response time
4. UNUSED POTENTIAL – multiple staff engaging in the same activity
5. TRANSPORTATION – time spent moving files and or accessing information
6. INVENTORY – backlog of tasks to action, delaying the end to end process
7. EXTRA PROCESSING – over processing of information thus reducing the efficiency of the process
8. MOTION – constantly communicating via emails or phone to access information
Once identified it is important to have a discussion if the current process is fit for requirement, running a tool like voice of the customer (VOC) can enhance the conversation with stakeholders.
Some of the wastes can be eliminated by redesigning the process. As we live in challenging times, we must rethink ways of working and automation technology like robotics process automation (RPA) can truly transform processes and free up resources. RPA can mimic the actions of humans on an application within a guided set of parameters. RPA and AI can deliver hyperautomation in ways not previously conceived.
The use of RPA will enable
Accuracy – Data input errors will be eliminated as the tedious task of copy and paste can be overcome, although a simple task in nature it is often the repetitiveness of the tasks that leads to errors.
Just in time inventory – tasks can be scheduled to ensure there is no accumulation of tasks in a certain area thus benefitting the entire end to end process.
Resource availability – as mundane tasks get automated; organisations will be able to mobilise staff.
Easy access to information – The creation of folders and storage of files can be automated thus creating consistency with storage location and file naming conventions.
Reduced cost – Employees will be able to do more with less, the overall effectiveness and efficiency of the process will improve and reduce unnecessary motion driven by emails.
Increased transparency – As processes are handled by BOTS and logs are created and or distributed, the reliability on complex excel spreadsheets is reduced.
Speed to market – As waiting times are reduced, the customer experience journey can be enriched and what seemed like eternity can now be managed with timely communication with customers.
Now is the time
The pandemic challenge is unprecedented, and we must act now and garner speed to rethink ways of working, reimagine structure and reshape talent. The road ahead is long and challenging but by using automation technology we can eliminate wastes and unleash potential of the most talented people.,
Know your environment
In 1936 Jesse Owens held the world record for 100 m – 10.2 sec, now compare that to Usain Bolt’s record 9.63 sec in 2012 and Jesse Owens would be 14 feet behind. Biomechanical analysis of the speed of Owen’s joints shows that had he be running on the same surface as Usain bolt he would have been just a stride behind rather than 14 feet. If you are interested listen to the TED talk – are athletes really getting faster better stronger. Are you running fast with antiquated systems, think of the environment your competitor is creating and build a strategy to propel forward with an even faster pace. Eliminate your waste.
