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Internet operations - improving process flow and service with an internet operations study

Companies operating in highly competitive markets have to find a better way to do things, they have a need for continuous innovation and faster time-to-market for their products and services.

Those products and services are the result of complex and expensive business processes. Involved processes and outcomes are highly knowledge intensive and now need sophisticated tools for capturing and managing knowledge capital within the enterprise, with partnering organizations, and with customers.

Cooperative tools are required to record, map and manage processes involved in knowledge work: from creating ideas to their development into profit contributors. Development activities involve distributed teams working across organizations, time, and locations. Every day the need for creating and replicating collaborative and innovative processes of the organization rises.

Operations: that's customer service, total quality management, making the hard things easy, implementing tomorrow's back office and just finding a better way to do things by improving process flow, delivering a product or service, faster, better and cheaper are some of the things we help with in operations reviews.

Processes that flow smoothly brings significant benefits for organisations, customers get exactly what they want when they want it and you provide an improved service more efficiently at a lower cost.

When you've spent a lot of time and money on acquiring customers you want to make sure that you retain them and increase the amount they spend with you.

As part of your effort to maintain and build loyal customers the areas of product and service performance, work flow performance (e.g. cycle time) and distribution services performance each have an impact. These must be considered based on the impact on the customer.

Every product or service has performance criteria. Every time that performance criteria are not met, whether it is an error, defect, mistake, omission, off-spec, non-prime, second, reportable, etc. what ever the terminology is for your product or service, it hurts customer loyalty.

Even if the customer never sees them because they were caught, corrected, off graded, recycled, scrapped, reworked etc. it costs you money.

Changes to the concept and early design phases are much less costly than at any other time. Cost go up exponentially as a product is moved from concept to design to prototype to field trial to full production and finally to the hands of the customer. This is just as true of building an ecommerce website as it is for your own products or services.

Frequently, the marketing itself is not the issue - integrating the responses or approach into the organizational psyche is the issue.

We help to manage any necessary change and any restructuring that may result from your internet strategies including working with staff and management to ensure understanding and support for change.

When introducing or changing a new area such as the internet t's important to remember that organizations don't change, individuals do.

No matter how large a project is, the success of that project ultimately lies with each employee doing their work differently, multiplied across all of the employees impacted by the change.

Effective change management requires an understanding for and appreciation of how one person makes a change successfully. Without an individual perspective, we are left with activities but no idea of the goal or outcome that we are trying to achieve.

While change happens one person at a time, there are processes and tools that can be used to facilitate this change.

Tools like communication and training are often the only activities when no structured approach is applied. When you take an organizational change management perspective, a process emerges for how to scale change management activities and how to use the complete set of tools available for project leaders and business managers.

Sometimes outsourcing is the whole or part of the preferred solution for an operational review or any restructuring.

We are experienced in working with third parties and in preparing and obtaining confidentiality agreements and requirements specifications, negotiating contracts and service standards, negotiating costs and rewards, helping to deal with staffing (TUPE) and operational transfer issues and a myriad of other factors.

We will help you to understand your options and to plan and execute your decision.

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