“To err, is human”, true but it does have a cost, an impact on a business and often results in a disappointed customer.
The greater the monotony of the work activity, the higher the error rate in most situations according to research with a typical level being 4% of transactions.
How many errors will you make today?
Exit "Lockdown" straight into a recession, that is a common view.
But why invest in automation when cash is tight. Simple competitive pressure drives the need to automate.
Customers appreciate customer service. They make buying decisions by interacting with staff. Nobody is impressed by back office activity. It is an expectation that it works. Simple errors can damage reputations very quickly.
Businesses need staff working to help customers, not doing repetitive administration tasks.
There is no going back. The working from home has proved that office dynamics can be different.
The response to the crisis has changed perceptions and opportunities. Work still needs to be done even when the office is empty.
For many businesses there will not have been any change in staff during the introduction of WFH but what happens when there is a new recruit or somebody changes role? Is the induction and training period in the office the right approach?
The need for well defined business processes has been highlighted by the disruption
As the hope for the "Lockdown" exit becomes stronger, business will need to consider how to rebuild the operation.
With recession being certain, the approach most businesses will follow is a cautious one.
The "Lockdown" will have altered people’s priorities, a long commute is not going to be attractive.
Many businesses will need to recruit staff as the business starts operating again.
Remote working with the Kids at home, it can be a difficult balance being a teacher and an office worker. Do you get it right?
At the end of the week, as you think about what you have done, how much repetition has there been?
Next week, will it be different?
The fact there is a “Process” means that there is repetition!
