The business landscape has changed drastically over the past decade. Increased competition and digital transformation have changed the way businesses must operate.
With customers having more options to choose from, businesses must now be able to rapidly adapt to the changing demands of their customers if they wish to survive, let alone succeed.
Customers now expect many of their digital services to be provided in real time, forcing businesses to change many of their outdated and mismanaged business processes to incorporate adaptive customer-facing processes. However, this is where businesses face their biggest challenge. Businesses have already invested heavily into business process management systems that are optimized for a line of production. These systems, unfortunately, are too rigid and not flexible enough to deal with the constantly evolving demands of customers in this new business landscape.
While Taylorism--a production efficiency methodology that breaks every action, job, or task into small and simple segments which can be easily analyzed and taught, within command-and-control structures—has benefited many business, command and control structures are now obsolete. Enterprises need to decode their business genome to better understand the pathological state of their enterprise processes and create their unique differentiation. Business genomes provide valuable insights into the critical success factors of total customer experience, velocity, and operational efficiencies, for example, enabling enterprises to continuously learn from and adapt their customer, operations, and product/service processes or systems to deliver instant and constantly improving customer value.
Connected People, Processes, and Things
We are now in an age where everything is connected and intelligent machines are making their way to the forefront of many industries. These changes have given businesses that incorporate adaptive processes huge competitive advantages. Processes now must not only be efficient but should also help businesses sense, learn, predict and act rapidly at business-critical points of interaction across the enterprise. Such intelligent processes and applications will enable businesses to optimize every step of the customer experience—from marketing and sales, to order fulfillment and customer support—and identify new markers to enable creation of new products and services. While business process modeling (like BPMN) tools helped organizations improve workflow, newer technologies―social media, mobile, analytics, and cloud, etc.―are driving a new era of business process innovation. New technological innovations in machine learning, real-time analytics, contextual intelligence, mobility, and cloud are now enabling cognitive applications as a strategic tool for transforming organizations into customer focused, adaptive organizations. These tools and technologies enable real-time, collaborative decision-making by creating networks of subject matter experts (knowledge workers) and providing them the needed insights, information, next best actions, and recommendations, creating an optimal operating environment.
The Enterprise Digital Genome
Collaboratively discovering and dynamically adapting to the real-world and even real-time situations is the key for 21st century organizations to deal with unpredictability. There will be rapid advancements in technology, as well as, human interaction and or response to these technological changes. Soon, human and machine conversations will be an integral part of our daily lives.
Enterprises have implemented Business Process Management(BPM) and Business Intelligence(BI) tools across the enterprise and their supply chains. However, given the complexity of these tools and the depth of professional services required to deliver the true value of BPM and BI, customer experience optimization has been slowed by the cog in the wheels of adaptive process. In addition, organizations have been investing billions of dollars to measure and mitigate risk. This siloed approach is creating more complexity than ever before. To reduce and even eliminate these cogs, risks, and complexities, enterprises must now view performance and risk intelligence as an integrated strategy to simultaneously optimize customer experience and business innovation. It is not either performance management or risk management, it is the combination of these two glued by powerful augmented intelligence–the symbiosis of human and machine intelligence—that enables integration and automation of processes and analytics to improve information and collaboration and to incorporate best practices through a network of subject matter experts and organizational knowledge. We call this AI powered integrated performance and risk intelligence system and applications, EDGE (Enterprise Digital Genome).
Imagine fully integrated performance and risk intelligence layered into the value stream of an enterprise. The customer support team is able to focus on customer needs, with easy access to the entire company’s repertoire of knowledge, similar cases, information, and expertise. To truly accommodate customers, companies must vest real power and authority in the people and systems that interact directly with customers, at the edge of the organization and beyond. EDGE applications augment business processes to deliver true data-driven process infrastructure entering enterprises into the age of intelligent machines and intelligent processes. EDGE applications empower the knowledge worker to collaborate, derive new insights, and fine tune business processes by placing customers right in the center where they belong, to drive innovation and organizational efficiencies across the global enterprise.
EDGE apps also help organizations focus on improving or optimizing the line of interaction where our people and systems come into direct contact with customers. It’s a whole different thing; a new way of doing business that enables organizations to literally become one living-breathing entity via collaboration and adaptive data-driven biological-like operating systems.
The Enterprise Digital Genome (EDGE), in my opinion, is the future blueprint for the way of doing business. Business leaders should incorporate Systemic EDGE thinking as a way to radicalize, disrupt, and sharpen their business processes to better anticipate an increasingly unpredictable future and to better prepare for resulting emerging opportunities.
Thanks to David Chaney and Surendra Reddy for their thought-provoking conversations that lead to creation of Enterprise Digital Genome, an unique approach to understanding the organizational behavior and enterprise pathology - the science understanding of the causes and effects of poor decisions, bad business practices, poor employee and customer engagement, and poor performance on the overall performance of an enterprise.