A lot of people confound digital transformation with information technology and automation. Automation of processes would lead to increase in efficiency, quality, and additionally, transparency, and fairness in the case of services. Industries have been transformed in the last few decades in such a manner that what is visible to the outside world is the information technology. What is not so much visible is the painstaking work that goes on in the back-end to support this transformation. In this blog post, I will highlight the stages of digital transformation, building on my previous blog post on digital transformation (read it here).
Four stages of Digital Transformation
The transformation for digital transformation at any organization begins with the definition of a perspective plan. It is absolutely critical that the entire journey is considered an intrapreneurial action – a new business project/ plan. Within the confines of the existing business model, constrained by the extant resources and capabilities, it is highly unlikely that mature organizations can question their status quo. I would therefore suggest that organizations set up independent empowered venturing teams to take the digital transformation journey forward. With appropriate leadership commitment to change and a vision of the future, this venturing team should draw up the perspective plan.
A key component of this perspective plan is the definition of the value that you provide in your ‘transformed’ state. Value is an over-used word in this context, but I will risk using that again. What is that additional/ different value that the transformed organization intends to provide? Take the example of Airbnb.com, that competes with traditional hotel chains. Without owning a single hotel room, Airbnb.com transformed the entire travel/ hospitality industry through the provisioning of basic rooms. While traditional hotel chains behaved like legacy airline carriers, continuously improving “the experience”, Airbnb.com began providing just bed-and-breakfast, but with a different “experience”. The customers might meet more like-minded travelers and hosts at Airbnb.com than at traditional hotels. In just as much the same way low-cost carriers disrupted the legacy airlines industry, Airbnb.com changed the way people looked at travel – it was no longer luxury that one looked for, but something new and exciting. And with their business model, Airbnb.com had the ability to scale up capacity seamlessly in any city, town, village in any country (legal troubles notwithstanding).
Superior customer value cannot be provided unless the organization focuses on re-engineering its back-end processes. What may be visible to the outside world are the rejigs on the front-end, but the back-end process reengineering is the core to successful digital transformation. It is how efficient the back-end processes are, and how the front- and back-end processes talk to each other that matter the most. Imagine the world before the airline ticketing portals. One would have to call in to a travel agent, who would access the reservation systems of different airlines and provide the consumers with limited choices (and in most cases those choices that made him the most margins), and very little flexibility. What these online portals did was to provide consumers with unlimited choice and flexibility, including crazy organizations like https://skiplagged.com. The customer experience changed significantly, primarily because these airline ticketing aggregators could create back-end processes that would extract the schedules and fares, including connections and code-share agreements. It is the based on the strength of the back-end that supports the transformation of this industry. Same is the case with Uber (or any of its competitors or partners) – the back-end that seamlessly connects drivers and riders based on the geo-spatial data captured from their devices. Traditional taxis focused on automation of billing and other front-end services, whereas Uber disrupted the market with back-end re-engineering.
The importance of customer centricity could not be missed in this process reengineering. The customer experience has to be the center of any such reengineering. Good reengineering imagines the customer journey throughout her experience with the organization and its product/ service as it happens chronologically. Like a relay race, the customer “baton” has to be passed on from one organization unit to another seamlessly that the customer should not experience the passing of the baton at all. Organization design that promotes concepts like the key account management (KAM) or single point of contact (SPOC) facilitates such experiences, and it is critically important to keep these customer journeys in mind while redesigning the processes. For instance, take the case of how loyalty programmes work. You rake up your points/ airmiles from one product/ service and struggle to spend those points, as the options for redemption are highly limited. Yes, these days my credit card company and my airline frequent flier miles are merged, as I use an airline-co branded credit card. Even then, my credit card spends get added to my airmiles that I cannot redeem for anything else other than the limited choice provided. Here is where disruptions like WorldSwipe can help (read more about WorldSwipe here), where the platform has partnered with a variety of organizations from where consumers can earn their points, and a much larger variety of outlets where they can redeem their points. For instance, an electrician buying cables and earning points from his favorite electric cables brand can redeem his points by buying cellphone minutes from his favorite telco. [Disclaimer: I advise them]. Imagine the processes reengineering required from the cable company, as well as the telco in order for this loyalty to work; and the extent of consumer insights that could be captured as this platform grows and matures.
In the process of defining and reengineering the processes, it is important to keep the employee experience as well in mind. When customer experience dominates process redesign without regard for the employee experience, the whole system collapses. Take the case of your ecommerce grocer’s last mile delivery persons. These employees, are possibly the lowest paid in the entire chain, and yet, they represent the face of the company to the consumers. The consumer interacts with the company only through her mobile phone or tablet, and then these delivery persons land up at her door. Fullstop. Consumer experienced your product/ service. How critical is it to understand and design the processes that traces the employee experience journey! I have heard horror stories of how these employees in cities like Bangalore are provided with unrealistic delivery targets, without proper consideration of traffic situations, parking issues, and consumer non-availability at home situations. Add cash-on-delivery complications where these employees have to not just deliver goods, but collect cash for the same as well. Complicate this a little further with card-on-delivery and associated network connectivity issues. Once you live through the employee experience journey, you would realise how important it is to balance the process reengineering effort between the customer experience and employee experience. A lot of time, basic training and skill-development may be sufficient, but training on customer service orientation, attitude, and service quality would go a long way in enhancing the employee experience and engagement. Just make sure that your organization does not go towards employing two monkeys (as below).
On Tuesday this week (06 September 2016), The Mint newspaper carried a special issue on the digital future. One of the articles in that edition was by Jaspreet Bindra from the Indian automotive major Mahindra & Mahindra, titled “The 10 Commandments of Digital Transformation (read it here). Coming from someone with a varied experience like him, it is worth reading through. His 10 commandments does touch upon what I have elaborated plus much more.
Enjoy your digital transformation journey!