In a fully matured digital organization, information and functionality provided by IT systems is easily available for use. Processes and workflows are automatically monitored and supervised. The individual parts of different IT systems are unaware of each other, but still work together as one organism.
Business representatives normally describe their needs in a business based language. The IT processes understand this business language. The resulting solutions are made according to each business need.
This article describes the the huge benefits to an organization of becoming digitally mature. The other articles in this chapter present a roadmap and strategies that have been show to help a digital company mature.
For our shared understanding, let's be clear on some terms:
- role-based applications- A role is simply a user's type of job. An activity is one of the task the user does.
- guided workflow A role-based application presents the user with a series of well-defined steps based on the user's role. This is called a guided workflow.
Competitiveness
New Initiatives and Business Changes are Implemented Quickly at a Low Cost
From a technology perspective, integrations between systems can cause bottlenecks. In a digital company, this is not a problem as system data and function are readily available for easy use.
From a business perspective, new or updated business processes require little or no training for personnel Applications that personnel use daily will be updated with step-by-step workflows.
This means that the organization can develop new functionality quickly - or quickly readjust to answer competition.
Effectiveness
Staff is guided in what to do and how to do it
When a staff member selects a task, they are guided through each step for completing the task. They will continuously work with the most important task in the correct way.
The business adapts in real time to changing conditions
The business has implemented a number of alternatives on how to react on certain events. These events are continuously and automatically evaluated based on the current conditions. If something unforeseen happens, the business can adapt quickly.
Upgrading, modifying and replacing IT systems, even the most critical, can be done without affecting other systems or the business
In a mature digital organization, the IT systems are unaware of each other and communicate with each other using contracts based on business needs. As long as these contracts are fulfilled, IT can do whatever modification they like. They can even replace a critical IT system.
Efficiency
New staff are on-boarded swiftly
With the support of guided workflows, new employees are soon proficient,
The organization and its business partners collaborate as one single organism
From the business perspective, there is no difference if a needed functionality is provided internally or by a business partner. This makes it simpler to choose the best option for every need.
The gap between business and IT has been bridged, and in some areas they have fused together
The organization adopts a common language based on business terms, resulting in clear specifications of what the business need.
IT is not a bottleneck for business development
When the relevant information and functionality of the systems are easily accessed, IT is no longer a bottleneck as your business grows and adapts. The creation of new applications is straightforward since the technical details of system integration are automatically handled.
Customer experience
Interactions are smooth
Every customer interaction is orchestrated by guided workflows; not only on the customer side, but also on the staff side. The customer experiences the interaction as hassle free. If there are any delays, the guided workflow will automatically send alerts. This lessens the risk of delays that impact the customer.
Consistently high performance
With guided workflows, the customer can expect the same high standard whenever they deal with the organization.
Accurate Time Estimates
Every process is continuously measured. These statistics help to accurately estimate the time to process completion.
The customer feels informed and in control
The organization can share process status with customers, including time to completion and any relevant information, Studies have shown that clients are more relaxed, even if their issue takes time to resolve, as long as they are kept in the loop..