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How do you manage rapid service operations tech changes?

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Service operations, or the activities that deliver value to customers through products and services, face constant pressure to adapt to changing technologies. Whether it's cloud computing, artificial intelligence, automation, or blockchain, service operations managers need to keep up with the latest trends and tools to optimize their processes, enhance their customer experience, and stay ahead of the competition. But how do you manage rapid service operations tech changes without disrupting your core functions, overwhelming your staff, or wasting your resources? Here are some tips to help you navigate the dynamic landscape of service operations technology.

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1 Assess your current state

Before you jump into any new technology, you need to have a clear understanding of your current service operations capabilities, challenges, and goals. Conduct a thorough assessment of your existing processes, systems, data, and performance indicators to identify your strengths, weaknesses, opportunities, and threats. This will help you prioritize your tech needs, align them with your strategic objectives, and measure your progress and outcomes.

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Bob Mellor CITP FBCS

Principal Digital Consultant and Practice Lead for Service & Operations Innovation Consulting
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Actually I disagree. An assessment of curret capability should come AFTER consideration of where you want or wish to be. In my experience, considering current capability FIRST, leads to a distinct lack of ambition in service and operating model strategy; it constrains our "moonshot" thinking and leads to the dumbing down of strategy. Consider what you want to be, FIRST, and THEN determine where you are on your journey.

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2 Research your options

Once you have a clear picture of your current state, you can start exploring the available technologies that can help you improve your service operations. Do some market research to find out what solutions are being used by your competitors, peers, or industry leaders. Read reviews, case studies, blogs, and white papers to learn about the features, benefits, and drawbacks of different tools and platforms. Attend webinars, workshops, demos, and events to get a firsthand look at how the technologies work and how they can fit your needs.

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Ron Gill, ATF, HSME, CMfgE

Advanced Manufacturing Technology Intergrator, Technical Fellow-Emeritus / Production Engineer/Project Engineering/Product Definition Manager - The Boeing Company (Retired)
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Product training is frequently either not properly budgeted for or is cut as an "extra" to keep the project within budget, resulting in poor performance. Depending on the product complexity, scheduling training after the fact can be expensive and result in unscheduled delays.

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Geetha B.

Senior Member Experience Specialist at ASQExcellence
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Agree with all of the suggestions stated. Its also important to see who is the best in the industry and why they are and what and how they do it. Then do what your budget allows.

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3 Plan your implementation

After you have narrowed down your options, you need to plan how you will implement the chosen technology in your service operations. This involves setting realistic goals and timelines, defining roles and responsibilities, allocating resources and budgets, and developing a change management strategy. You also need to consider how the new technology will integrate with your existing systems, data, and processes, and what adjustments or upgrades you will need to make. Additionally, you need to prepare for potential risks and challenges, such as technical glitches, security breaches, or user resistance.

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4 Train your staff

One of the most important steps in managing rapid service operations tech changes is to train your staff on how to use the new technology effectively and efficiently. You need to provide them with adequate information, guidance, and support to help them understand the purpose, benefits, and functions of the technology. You also need to address any concerns or questions they may have, and encourage them to share their feedback and suggestions. Moreover, you need to monitor their performance and satisfaction, and offer them continuous learning and development opportunities.

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Geetha B.

Senior Member Experience Specialist at ASQExcellence
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Even the best technologies will fail if your staff does not know how to use the new technology. They need to really know how to do their job. Training, information, how to guides, and support is critical.

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5 Evaluate your results

The final step in managing rapid service operations tech changes is to evaluate your results and outcomes. You need to collect and analyze data on how the new technology has impacted your service operations quality, efficiency, productivity, and profitability. You also need to measure how the new technology has affected your customer satisfaction, loyalty, and retention. Furthermore, you need to compare your results with your initial goals and expectations, and identify any gaps or areas for improvement. Based on your evaluation, you can make any necessary changes or enhancements to optimize your service operations technology.

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6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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How do you manage rapid service operations tech changes?

1

2

3

4

5

6

1 Assess your current state

2 Research your options

3 Plan your implementation

4 Train your staff

5 Evaluate your results

6 Here’s what else to consider

Service Operations

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How do you manage rapid service operations tech changes?

1

2

3

4

5

6

1 Assess your current state

2 Research your options

3 Plan your implementation

4 Train your staff

5 Evaluate your results

6 Here’s what else to consider

Service Operations

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