CQI Webinar - Digital process transformation and the quality professional

CQI Webinar named “Digital process transformation and the quality professional” was held on 30^th Sep 2020. I was missed on that time but review the record through CQI website again and summarized it for sharing below. The guest speaker was Mr. Rich Seddon (Managing Partner, PMI) and his expertise in digital process transformation (DPT)

Firstly, Mr. Seddon briefed the PMI definition on digital process transformation that included to enhance efficiency, effectiveness and customer experience of different business processes.

Then he mentioned some of existing solution including IoT, Big Data, 3D Printing, AR, Mobile Technology, Cloud-based services, AI & ML, and Process Automation, etc.

And then Mr. Seddon shared his insights for success such as Strategic Goals + Voice of the Customer + Process Knowledge.  He also added “don’t ignore the basics such as PDSA”.

After that he demonstrated some disciplines which enabled success from “Understand Side” and “Measure Side”.

Mr. Seddon showed different case study for demonstration of their DPT.  Those examples including sub-component manufacturing company, professional service company, multi-site retailer, … etc.  He also used poll to survey with the participants about which department responsible to DPT.  Most of participants selected “Business Improvement Team”. 

Finally, he discussed nine successful factors for DPT below.

1.      New Risks? Digital Process transformation can offer significant gains. But it can also introduce new risks.

2.      You’re not done. It is not a one time activity, as with all effective improvement, it is continuous.

3.      Visibility. Many of the new tools are not centrally visible, so how do we ascertain the quality?

4.      Ready for it? This is innovation in its purtest form. Is your business read and able to allow rapid deployment of new processes?

5.      Clarity & Speed. Be clear on your governance process … if every decision has to go through multiple layers of management, issues cannot be detected and corrected quickly.

6.      Skills Development. Understanding the skills requirements is vital. Do you have the right people with the right knowledge to implement and execute?

7.      Identify Talent. Can be found in some unlikely places, spread the responsibility, use it as a development opportunity.

8.      Be prepared to change course. Agility and willingness to change course are crucial to success.

9.      Big I.T. may not be the answer. Understand the art of the possible based on the problem you’re trying to solve, don’t be led by system functionality alone.

Lastly, Mr. Rich Seddon showed us the successful example that brought to life from confirm & collect using the app to analyse & understand performace in automated dashboards.  

At the end, he summarized five key points as conclusion.

1.      The tried and tested improvement & quality tools will serve you well.

2.      Let the business & customer needs you’ve identified lead you , not the system functionality.

3.      Work out how to experiment safely – invest in the time to do it, be clear on the customer impact.

4.      Use digitization as an opportunity to improve the work itself and the outcomes for the customer.

5.      Take the lead, put quality first and embrace the opportunities.

Q&A session

Reference:

CQI-HK - http://www.thecqi.org.hk/

CQI-UK - http://www.thecqi.org/

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