CS11
Course Contents
Module 1-Huge Benefits
By digitizing information-intensive processes, costs can be cut dramatically and turnaround times improved by several orders of magnitude.
Key Topics
- The rationale behind replacing paper and manual processes with software
- Why automatically allowing businesses to collect data that can be mined to better understand process performance, cost drivers and causes of risk.
- How generating real-time reports and dashboards on digital-process performance permit managers to address problems before they become critical.
- Case examples: supply-chain-quality issues can be identified and dealt with more rapidly by monitoring customer buying behavior and feedback in digital channels.
Module 2 - Working Backwards
Start at the end state and work back when reinventing your processes
Key Topics
- Challenge everything related to an existing process and rebuild it using digital technology.
- How digitization can enable processes to be fundamentally reconfigured. For example, combining automated decision making with self-service can eliminate manual processes.
- Why successful digitization efforts start by designing the future state for each process without regard for current constraints – say, shortening a process turnaround time from days to minutes.
- Once a compelling future state has been described, constraints (for instance, legally required checks) can be reintroduced.
- Why challenging each constraint is required – corporate myths can be quickly resolved through discussions with customers or regulators?
Module 3 - Tackling End-to-End Customer Experiences
To tackle an end-to-end process such as customer onboarding, process digitization needs support from every function involved in the customer experience including the end customer.
Key Topics
- Digitizing select stages of the customer experience to increase process efficiency.
- Determining and solving burning customer issues.
- Using process mapping (brown paper exercises)
- Securing multi-functional team and customer input to critique and identify critical elements and locate potential areas for improvement.
- This can, also, improve lines of communication and ensure a true team effort.
Module 4 - The Digitalization / Artificial Intelligence Process
A step-by-step guide to the digitization process
Key Topics
- Case examples and an overview of the end-to-end process
- Building in-house capabilities to create a center of excellence with skilled staff that can be called upon to digitize processes quickly.
- How to build the required technology components in a modular way so that they can be reused across processes, maximizing economies of scale.
- Securing strong board level support to align all the stakeholders, while all other decisions should be delegated to the project team.
Module 5 - Moving Quickly
Traditional IT-intensive projects deliver a return only at the end of the project. Digitising end-to-end processes one by one, however, can deliver improved performance in just a few months.
Key Topics
- Building in-house capabilities and momentum by undertaking one or two pilots and then scaling rapidly.
- Moving quickly isn’t always easy. Often, internal business decision making causes bottlenecks rather than IT development.
- How to measure whether digitized processes do improve bottom lines and delight customers.
- Allocating costs to end-to-end processes and benchmarking against peers.
- Back to work action planning
