CQI Webinar named “Digital process
transformation and the quality professional” was held on 30th 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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