How can you deliver the right service to your customer every time?


By Lee Penning, CIO, Collabworks

Lee-Penning-poolball-Color-013012014-300x216 How can you deliver the right service to your customer every time?

If you have ever worked in manufacturing, you know that it is critical to have every part available and ready for assembly at the right time and in the right place. There is nothing more costly than disassembling a product to correct a mistake.


Have you ever thought that this same type of “failure” can happen when you are managing people?


CIO’s, CHRO’s and the rest of the executive team, share the challenge to help their organizations have the right systems and processes in place to identify and integrate “people related” information:  Information visible throughout all of those processes, in order to enable organizations to have the right “people resource”,performing the “right services” required, at the “right time” and with the “right knowledge and expertise”.


Companies know when they have the “right parts & services” being produced, at the “right time” to meet “right customer’s” needs and requirements.  But how often are companies faced with not having the right people, with the right skills or knowledge, at the right level of experience, and available at the right time to meet their needs?  How can technology and systems be integrated to help an organization grow and deliver the right people resource, whether it is an on-demand need, an ongoing need, or a one-time only need?


Integrating “on-demand” people resources, while balancing “internal people availability” with the right skills or knowledge, is just as critical for keeping an organization progressing as it is to having the right parts at the right time, at the right process step in the manufacturing process.


This is true for any organization, whether it is delivering services, manufacturing products, developing R&D, providing education, etc.  Having the right resource delivering the right services at the right time, at the right level of skill, talent, and knowledge is critical to maintaining the company’s top and bottom line.


ERP systems today do not fully integrate all the aspects of the ‘people’ information that is required and neither do HR related systems.  Furthermore, ERP and HR People systems are not integrated into all aspects of the value creation chain, whether thru operations (manufacturing), the sales process, or post-sale service delivery and maintenance requirements.


 Talent systems are often not continuously updated to capture either on-demand staffing availability with the right services and talent.  Nor do they keep regular employee’s information updated to show their newly acquired services, skills, knowledge, talents, etc.


Then there is the “supply” side of integrating employee data, which positions are open, how to cover necessary skills and services, which employees are unavailable and when.  Can all of this be tracked and fully integrated within the ERP systems to project availability of the right talent at the right time to meet product and internal & external customer needs?


What if you had a way to find that missing information and collect it? Do you think you could improve the morale of those ‘people’ and make them more productive? Do you think they would be happier in their work and more willing to try new things to make their work even better?


So the next question is how do I get that type of information collected? Well you could ask your ‘people’ for it but how do you track it as the services your ‘people’ provide grow and change?


Suppose someone came along and said “I have a process that will do just that!” Would you want to learn more about it or do you think the change would be too difficult to pull off and cause too much turmoil within the workforce?


If you think the latter, you might as well stop reading this article right now.


There are various service focused companies that have developed processes to meet their specific business and customer needs through service scheduling systems and reporting (e.g. service repair providers to match only technical skills and availability).  However, there is an increasing global demand for companies to implement a new business model that provides a consistent, fully integrated process to collect and manage some or all of their ‘people’s’ services, while engaging their ‘people’ to share their improvement ideas, and desired future services to mutually benefit the ‘people’ and meet internal and external customer needs.  This can generally be used by any industry, function or size of organization.

Lee-Penning-poolball-Color-013012014-300x216 How can you deliver the right service to your customer every time?

Once you have this process in place you can repeat it on a quarterly or annual basis to help your workers continue to grow their career.  It’s that simple!