Digital transformation should be about bringing your business in line with what your customers want now and what they will need in the future. Technologies, platforms and accessibility to service will change and your transformation strategy should take this into account. This means finding a way your organisation can respond to change and improve quickly. Self-assessment from within as well as customer assessment needs to happen continually.
Big data, customer analytics, user groups and surveys are all there to help you map what’s important to keep your customers happy, stay ahead of the competition and drive the direction of products and services.
“Kaizen” is Japanese for continuous improvement and when applied to business, it refers to activities that continually improve all functions of a business. It’s about recognising where you’re able to eliminate waste and improve quality, excellence, delivery and collaboration, all with the customer at the heart of everything you do.
As a company, you need to factor in a way of assessing everything you implement with a kaizen approach. This can be applied through all areas of your business; HR, finance, recruitment, product development, sales, logistics, infrastructure, customer service etc.
Examples of methods put in place include a bottom-up approach allowing employees to put forward ideas based on their knowledge and experience and leadership facilitating any improvements suggested rather than dictating how things should be done. Organisations have started looking at their culture and are adopting lean and agile principles, recognising that cross-functional teams have a higher success rate of delivering than keeping specialisms in silos. This includes assessing their delivery processes by breaking down larger pieces of work into smaller, more manageable chunks. This allows a shorter delivery time using an iterative approach with the support of tools that allow continuous integration and automation of repeatable processes improving quality and lowering risk.
There are many industry areas now implementing these types of strategies including government, education, healthcare, creative, saas, insurance and manufacturing.
With many organisations having to review how to expand their businesses to include the many multi-channels available to them, streamlining and removing organisational blockers are imperative for success.