The Alignment of Technology and Corporate Planning
Introduction In the digital age, information technology plays an important role in the success of an organization. Technology provides edge in this globalized world. Companies are facing competition not only from local companies but from international companies as well. In such a scenario, it is important that company invest in technology which is aligned with […]
Why Viewing Global Trade in Zero Sum Terms is Shortsighted and Self Defeating
Trade Wars and Zero Sum Thinking The ongoing trade wars between the United States, on one hand, and the rest of its trading partners, including China, Canada, and the EU or the European Union stem from a basic misinterpretation of global trade in Zero Sum terms or I win, You Lose kind of thinking. As […]
Are Women Leaders Better Than Their Male Counterparts? Lessons from the Pandemic
How Women Leaders Were More Effective Than Their Strongmen Counterparts The Covid 19 Pandemic has taught several lessons. Right from the crisis of neoliberalism to the way in which the leaders of the countries and the businesses provided leadership, the pandemic has made us realize some bitter truths about our leaders. For instance, all the […]
Information System for Training and Development
Introduction A successful organization is built on satisfied and trained employees. They are the company’s greatest assets. Employee development is defined as formal education, on-the-job training, previous job experience, personality mapping, and improvement in the current skill sets as to prepare the employee for future. A trained and developed staff will contribute to productivity increase, […]
Is the American Dream Over? a Critical Commentary on the Future of the United States
What is the American Dream and why was it so Good while it Lasted? For a long time, the United States was seen as the Land of Milk and Honey where anyone and everyone with some talent, lots of hard work, sheer grit, and dogged determination could make a career for themselves and raise a […]
In modern times, the Business Rules are changing every day. Every Business, be it a Product or a Service, changing its way of doing business to suit the customer expectations has become the rule of the day. Technology has become the enabler for the businesses to reinvent their offerings as well as their operations.
Businesses no longer talk about Customer Satisfaction. The bench mark has been set to ‘Customer Delight’ and ‘Custom Made Product/Service Offering’ to every customer.
Levis for example offers custom made jeans for individual customers who can choose from amongst the styles and design that is best suited to them and the individual piece will be made to order and delivered by the Company. So is the case with luxury retailers as well as service providers like Airlines etc.
Take the case of Dell, they have built their entire system in a way as to enable the customers to build their own configuration and order the computers as per individual requirement. The backend process is adaptable to start building the machine as per the order and deliver within the committed time.
To be able to offer and attempt such individual attention to the Customer’s order, the internal operations have got to be geared up to deliver the same. The backend process has got to be flexible and adaptable to accommodate such orders and ensure perfect delivery of service or product. It is not only the process that should be adaptable and flexible, the management has got to build in the flexibility factor through empowerment of their teams and build a culture that is conducive for such operations.
Recognizing process flexibility to be an important factor in business operations, the Business Process Improvement experts advise the BPI project teams to include this factor as one of the measurement criteria along with process effectiveness and process efficiency measurements.
Business Process measurements can be easily determined to gauge and measure process efficiency as well as effectiveness. When it comes to measuring process adaptability, it becomes slightly difficult to apply direct measurement criteria to measure the performance during the process. However the process adaptability can be measured by recording the number of deviations or customer special orders received and serviced as well as through the customer feedback.
In the present times the need for the business processes to be adaptable has become the need of the day. In a market where competition is intense, the differentiation of a product offering or a service offering can be made by accommodating Customer specific needs and requests.
Especially in the case of service industry like Restaurants, Hotels, Airlines and Spas etc, it is the individual attention and care show to cater to every individual customer has become the need of the day.
Such services have got to build their processes that ensure that every customer’s individual need is anticipated and effort is made to exceed the customer’s expectation as a normal part of the business process and not as a specific effort on the part of the management or operations.
In businesses where the process adaptability is recognized as one of the key factors, the BPI project would have to focus on measuring the process on this parameter and improve the process adaptability to keep changing as per the business needs.
Process adaptability should become a routine and not a special requirement in day to day outlook towards business and customers.
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