Operational excellence in the era of digital transformation
Keeping it real
1. Keeping it real. Enterprise mobility should
help the enterprise.
I knowthat itis a blatantlyobviousstatement“Enterprise mobilityshouldhelp the enterprise”,
however,overkill cankill the implementation of mobilitysolutions. Workingwith Emrill,amajorplayer
inthe FacilitiesManagementindustryhere in the UAE,ithas beenveryrefreshingtobe able toprovide
a solutionthat:
Helpsthe people onthe grounddotheirjobmore easily.
Enhancesthe customers’experience,andperception.
Enables more accountabilityandprovidesareal time audittrail.
Is a lowcost solution thatoffersreal costsavings.
The solutionthatwe implementedisverybasicworkflow:
It givesresource justenoughinformationtobe able to dotheirjobeffectively.
The resourcesare able take photosonthe job,as evidence of workscompleted,ortohelp
identifyproblems.
The resourceshandthe phone overto the customerfor theirsignoff andcomment. Thisallows
for customerstoprovide instantfeedback.
The resources time sheetsare automaticallypopulatedviaintegration.
So whatare the benefitof this solution?
It allowsformore realisticSLA monitoring.
KPI’sare reflectedinreal-time,notlaterinthe weekwhentimesheetsare submitted.
An electronicjobcard, andelectronictimesheetequatestoa massive reductioninthe amount
of paper,andprinterink,usedbythe business.
Immediate customerfeedbackmeansanimprovementoncustomersatisfaction,asissuescan
be resolvedquicker.
Followupworkisscheduledquicker.
The lessonslearntfromthissolutionare:
Give people whattheyneedtoenable themtodotheirjobmore efficiently.
Do not weighdownmobileworkingprocesseswithtoomuchinformation.
Do not use technologyforthe sake of usingit.
Here in thisregion,we needtokeepitsimple,keepiteffective,andkeepitlow cost.