enterprise digital workflows
TRANSCRIPT
WORKING SESSION:RECRUITMENT BEST PRACTICES
MAY 2014
Enterprise Digital WorkflowsYour journey to becoming a digital native
The advent of modern technologies like IoT, mobility and
analytics has fundamentally changed the way enterprises work
Zinnov explores some unique examples that capture this
paradigm shift
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Disney’s USD 1 Bn investment
leverages modern technologies, data and wearables to
re-invent the Disney Magic
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Dubbed the most magical place on Earth, Disney theme park’s customer experience had become jaded over the years; Disney was desperate to re-create the magic
Disney employed modern technologies like IoT, wearables and SMAC to re-create the magic; resulting in a unique and digitally native theme park
experience
Disney World Customer Experience – 1971 to 2014
1 2 3 4 5Booking
In-person Tickets; Limited e-Ticketing;
No Itinerary Planning
AccessPaper stubs; Separate Cards / Keys; Lots of
walking
RidesLong wait-times &
queues; Difficult to go multiple times
Shows / CharactersLong wait times; Find the characters you
want to meet
Restaurants / Other Attractions
Long wait times; Friction in payments;
Time wastage
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A highly automated, intuitive and personalized experience for each customer – Disney created and delivered digitally native, magical experiences by leveraging modern technology
Disney World Customer Experience – 2014 & Beyond
1 2 3 4 5Booking
Booking through MyDisneyExperience
website / apps; Automated &
personalised itinerary for every customer
AccessSwipe MagicBand to access park, hotel, travel, everything
RidesEnable FastPass via MagicBand to skip
queues; ride multiple times with a simple wave of your hand
Shows / CharactersCharacters find you &
greet you – highly personalized
experience – like magic
Restaurants / Other AttractionsSwipe MagicBand for frictionless payments; waitstaff locates you
via MagicBand signals – your food
finds you5
Large scale adoption of modern technologies has delivered benefits across different spectrums for Disney
Technology enabled hyper-personalization
has pushed the envelope on customer
engagement – truly delivering ‘magical’
experiences
Higher Customer Engagement
Supply chain analytics has helped Disney do
more with less – resource optimization is
at an all time high
Higher Operational Efficiency
Customer intelligence and wearable based
payments have helped Disney more
merchandize – opened up more cross-sell / up-
sell channels
New Revenue Streams
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Valued at more than 72% of The Fortune 500 – Uber is
leading a technology led disruption of the Taxi industry –
it’s technology platform and real-time analytics is delivering more for both the rider and the
driver7
Uber has used technology to disrupt the taxi industry; Uber has fundamentally changed many customer touch-points in this space through its technology and platform
Hailing
Customer has to approach the cab
Sparse availability & frequent denial of service
Cab comes to customer using GPS
Uber uses demand forecasting & differential
pricing to maintain availability
Payments
Primarily cash based – high friction
Tedious because of tipping
Seamless payment through credit card / e-wallet
Completely frictionless
Quality
Customer has no view of driver quality
Lose background check of drivers
Peer-review rating system gives empowers consumer
Comprehensive, data driven & automated
background check system for drivers
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Uber’s disruption has delivered an enormous value across the board – for the industry, for the customer and for the drivers
Uber’s technology
platform gives it the economies of
scale – which means cheaper
cabs for the customer
Demand forecasting and demand heat
mapping makes driving an Uber up-to 20-30%
more profitable for drivers
Ratings system has made Uber more useful for
the customers as well as the
drivers
Uber’s success has disrupted
adjacent industries like rental cars and
last mile logistics
Lower Prices Higher Driver Revenue Better Quality Adjacent
Disruptions
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Apart from building an all electric fleet, Tesla is leveraging IoT and modern technologies to
fundamentally change the way the auto industry works
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Tesla is a digital native company that has leveraged the Internet of Things and related technologies to change many traditional automotive enterprise workflows
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Vs. Product Design
Safety Checks
Performance Tuning
Collects customers’ usage trends for product design via interviews &
Test drives
Manual Process, Limited data samples
Collects Usage patterns/ habits over the air from
their existing cars
Automatic process, huge data pool,
accurate product upgrades
Monitors the functioning of critical parts of the vehicle continuously
In case of a failing part, it notifies the user in
advance to schedule a maintenance
Tesla fixed the same issue through a remote Over the air software update process for
29,000 cars
Updates happen overnight at no extra cost to company – Hassle free process leads to
happy customers
Fire accidents in GM & Tesla cars due to overheating led to
recall
GM recalls 370,000 cars to its dealership centres for manual
software update – Long, cumbersome, costly process
Faulty parts are identified only in the
case of failure or during regular car-services
Modern technologies, through digital natives and early adopters,
have transformed traditional workflows of enterprises into
digital workflows
A digital enterprise is nothing but a network of these digital
workflows
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Despite the pressing need, traditional enterprises loosely collaborated across functions
The Traditional Siloed EnterpriseNew
Products & Services
Operational
Excellence
Supply Chain
Optimization
Workforce & Partner
Enablement
Risk Manageme
nt
Customer Targeting
& Engageme
nt
Concept Development
Market Study
RefinementProcess
Prioritization
Resource Availability
Turnaround Management Resource
Utilization
DemandForecastingInventory
Tracking
Data Security
KnowledgeSharing
Promotions
CustomerIntelligenceSegmentationTreatment
Lack of technology platforms that enabled cross functional synergies made the traditional enterprise siloed – workflows loosely networked outside
their functional area
Product Design
Testing
Root cause Analysis
Distribution Network
Optimization
Employee Engagement
RiskAssessment
Monitor
Targeting
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Modern technologies - IoT, Mobile, Analytics, Social, Cloud & others – have transformed traditional workflows & have enabled organizations to become networks of digital workflows
THE DIGITAL ENTERPRISE
A network of Digital Workflows
Workforce & Partner
Enablement
Risk Managemen
t
Customer Targeting & Engagemen
t
Operational Excellence
New Products &
Services
Supply Chain
Optimization
THE DIGITAL ENTERPRISE
A network of Digital Workflows
Examples of companies leveraging the networking of workflows
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Disney’s MyMagic suite of products not only enhances customer experience and engagement but also collects invaluable data that helps in optimizing operations
Customer Targeting & Engagement
Operational Excellence
Products & Services
Supply Chain Optimization
Digitized Pre-Booking WorkflowDisney’s digital booking workflow feeds enough data to its systems to be used for effective planning,
inventory management and resource optimization
Cost OptimizationBooking data helps in curbing wastage of resources related to costumes, props, etc.
Artist Management – Less becomes MoreDisney has cut down on empty shows – booking data helps in optimizing on-demand scheduling
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Uber’s digital workflows integrate diverse functional areas like Customer Engagement, Risk Management and Operational Excellence to deliver a high quality experience to customers
Customer Targeting & Engagement
Operational Excellence
Products & Services
Risk Management
Riders rate drivers; drivers
rate ridersUber’s two way rating
system gives valuable data which is used by other
workflows to drive cross organizational benefits and
efficiencies
Creditworthiness of PassengersRating data helps Uber manage the rider related risks (like payments) effectively
Ride QualityRating system data helps in weeding out quality issues with rides, cars, etc.
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Google’s People Analytics team collects and creates valuable insights that have helped google design data driven people management and employee engagement workflows
Workforce & Partner
Enablement
Operational Excellence
Bringing objectivity and data science to HR
Google’s focus on designing metrics for measuring traditionally subjective areas like leadership,
potential, etc. create and feed invaluable data which helps it to manage people operations
An Algorithm for AttritionGoogle has created specific metrics which help it to predict which employee are attrition risks – these metrics use people analytics and employee engagement dataQuantifying the Value of PeopleGoogle’s employee behaviour data has given birth to new metrics and models for measuring the value of its top performers – this helps them in fine-tuning retention
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Diageo teamed up with ThinFilm to make a connected whiskey bottle which has not only increased customer engagement but also has helped in smoothening supply chain ops
Customer Targeting & Engagement
Operational Excellence
Products & Services
Supply Chain Optimization
The Connected Whiskey Bottle – Johnnie Walker
Blue Label
Enhanced Customer EngagementNFC tags on the label tell customers about new recipes and other information regarding the blend, date etc.Inventory Tracking and Quality CheckThe connected bottle also helps Diageo track and manage its inventory – solving various quality issues
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Going Digital: Where do you start?
Successfully leveraging the power of modern technologies, digital
workflows and migrating to the digital enterprise is a function of
prioritization coupled with effective execution
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Prioritization is key
Zinnov has identified key areas to start off with for each
vertical. Further, our prioritization framework can help your company identify
which workflows to digitize first for maximum benefit and
impact31
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Attack priority matrix for different verticals; Organizations need to attack different functional areas with varying priority depending upon their industry vertical
High Medium Low
Customer Targeting & Engagement
Workforce & Partner
Collaboration
Operational Excellence
Supply Chain Optimization
Risk Management
Products & Services
Retail
Media & Entertainme
ntTravel &
Hospitality
BFSI
Telecom
Healthcare
Energy & Utilities
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Long TermPriority
Medium TermPriority
ImmediatePriority
A second level of prioritization needs to be done for every individual workflow within each functional area; this will depend upon individual characteristics of the company
Workflow prioritization framework for each individual functional area:
Workflow XX
Workflow XX
Workflow XX
Workflow XX
Workflow XX Workflow
XXBusi
ness
Impa
ctEase of ImplementationLow High
Low
HighCalculating Business Impact1. Return on Investment: Top-
line / Bottom-line Improvements
2. Customer Base: Scale and pace of growth enabled by given workflow
3. Customer Experience: Increase in customer satisfaction / overall improvement in experience
4. Business Risk AssessmentCalculating Ease of Implementation
1. Talent: Availability of the right talent / ease of bringing in talent2. Technology: Usefulness of existing infra / tech investment
required3. Organization: Stakeholder buy-in / Ease of restructuring / ease
of realignment of roles etc.
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The key to execution is setting up an Enterprise Digital Lab; An Enterprise Digital Lab will turn your digital transformation initiatives into a program that can be repeated effectively
Critical enablers for setting up an Enterprise Digital Lab
• Introduce Digital Roles
• Hire and Acqui-hire Digital talent
• Foster product development capabilities
• Implement Distributed Agile
• Implement a Scaled Agile Framework
• Implement Multi-Speed IT
• Introduce modern technologies & tools
Establish partnerships with:
• New age tech cos• Service Providers
with Digital DNA• New age startups• Universities
People Processes Technology Ecosystem Connect
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Zinnov’s comprehensive study on building a digital
organization by implementing initiatives like the Digital Lab should come in handy as your company
gears up to go DigitalFor More:
www.digital.zinnov.com
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