So the whole reason to combine technology and operations rests on the customer's needs. And to deliver against those needs requires the best operational processes and the best technology. But you can't start with one and graft on the other.I've seen this happen many times in my career. The technology investment was so overwhelmingly great at one point that fear of change sets in - no one has the courage to stand up and admit that the best course of action is to stop what we're doing and start over. Instead, we patch. We duct tape. We MacGuyver. We make it work. But is that the best thing for the customer?
Schueneman goes on to identify what her team found:
...if you really want to satisfy customers, let's make sure that human beings aren't touching processes and slowing them down.I love it. Technology should help. Not be a hindrance. Ponder that for a minute. Maybe a couple of minutes.