The die has been cast: businesses and government departments that do not provide end‐to‐end online services will become like wallflowers at the dance. Invisible and lonely.
Customers become frustrated with an online service that goes as far as filling out a form, then they click on submit and end up waiting for days, weeks or longer for their transaction to complete. This is usually the result of a manual process in the backend that involves multiple people executing multiple steps.
Amazon. Apple. eBay. Netflix.
These companies have drastically changed the expectations customers have for their online service experience: fast, end‐to‐end service for every transaction. Businesses with manual processes should begin thinking now on how to evolve and change with the new digital consumer.
End‐to‐end e-services require your backend processes be connected to your customers' online experience. Here's how we focus on re‐engineering your backend processes to support the digital front‐end of your business.
Business process redesign is the fundamental rethinking and radical redesign of business processes to achieve dramatic improvements in critical, contemporary measures of performance such as cost, quality, service, and speed.
- Hammer & Champy
Consumers of online services today want to start and complete their transactions online with no interruptions or delays. So, if you are still using manual processes to manage transactions they need to be redesigned, digitized and connected directly to your frontend, the part the customer interacts with and knows you by.
Things to consider:
An e-business shift can be difficult to manage, so an organized approach is needed. At Thinking Big we like to use a Plan-Do-Study-Act approach for continual process improvement analysis:
"Two-thirds of companies surveyed had adopted an e-business plan. But over half of these companies were operating on timeframes of one to three years...".
- Bob Wild, Computer Weekly
BPR should not be feared; it is something that needs to be done on an ongoing basis to keep your operation customer focused and as streamlined and efficient as possible. In the end, it's about making a process that adds value to the customer and satisfying their needs and wants. Your customers expect it.
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