Course Overview
Many organizations are either thinking about or pressing ahead with digital transformation initiatives. The digitization of business processes is a step change even greater than the invention and adoption of the internet, primarily because of its scale and pace of change. What we describe today as ‘digital’ in a few years will have no need for the descriptive word. A ‘digital camera’ is already a mere ‘camera’ to those who know no different. In the same way, a ‘digital’ strategy will become a ‘business as usual’ strategy.
Course Methodology
This highly practical and results-oriented program is based on the adult learning concept. The facilitator will give plenty of input and then help participants to make sense of the themes through discussion and practice. It incorporates short inspiring demonstrations, role play, and case study practice to enhance learning. There will be ample time for Q&A and ‘return to work action planning. The facilitator reinforces all concepts within an inspiring and engaging learning environment.
Learning Options
Target audiences
- This course is aimed at all personnel who wish to understand how digital transformation and artificial intelligence strategy planning and implementation can drive customer satisfaction, operational results and financial savings.
Schedule Dates
Curriculum
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Module 1: Huge Benefits
By digitizing information-intensive processes, costs can be cut dramatically and turnaround times improved by several orders of magnitude.
- The rationale behind replacing paper and manual processes with software
- Why automatically allowing businesses to collect data that can be mined to better understand process performance, cost drivers and causes of risk.
- How generating real-time reports and dashboards on digital-process performance permit managers to address problems before they become critical.
- Case examples: supply-chain-quality issues can be identified and dealt with more rapidly by monitoring customer buying behavior and feedback in digital channels.
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Module 2: Working Backwards
Start at the end state and work back when reinventing your processes
- Challenge everything related to an existing process and rebuild it using digital technology.
- How digitization can enable processes to be fundamentally reconfigured. For example, combining automated decision making with self-service can eliminate manual processes.
- Why successful digitization efforts start by designing the future state for each process without regard for current constraints – say, shortening a process turnaround time from days to minutes.
- Once a compelling future state has been described, constraints (for instance, legally required checks) can be reintroduced.
- Why challenging each constraint is required – corporate myths can be quickly resolved through discussions with customers or regulators?
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Module 3: Tackling End-to-End Customer Experiences
To tackle an end-to-end process such as smart payment, process digitization needs support from every function involved in the customer experience including the end customer.
- Digitizing select stages of the customer experience to increase process efficiency.
- Determining and solving burning customer issues.
- Using process mapping (brown paper exercises)
- Securing multi-functional team and customer input to critique and identify critical elements and locate potential areas for improvement.
- This can, also, improve lines of communication and ensure a true team effort.
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Module 4: The Digitalization / Artificial Intelligence Process
A step-by-step guide to the digitization process
- Case examples and an overview of the end-to-end process – Smart Payment
- Building in-house capabilities to create a center of excellence with skilled staff that can be called upon to digitize processes quickly.
- How to build the required technology components in a modular way so that they can be reused across processes, maximizing economies of scale.
- Securing strong board level support to align all the stakeholders, while all other decisions should be delegated to the project team.
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Module 5: Moving Quickly
Traditional IT-intensive projects deliver a return only at the end of the project. Digitizing end-to-end processes one by one, however, can deliver improved performance in just a few months.
- o Building in-house capabilities and momentum by undertaking one or two pilots and then scaling rapidl
- Moving quickly isn’t always easy. Often, internal business decision making causes bottlenecks rather than IT development.
- How to measure whether digitized processes do improve bottom lines and delight customers.
- Allocating costs to end-to-end processes and benchmarking against peers.
- Back to work action planning