People, Process, Technology - AI

People Process & Technology

The flow of your business consists of people, processes, and technology (PPT). This is a useful model for improving the efficiency of your operations and determining the best targets for automation and technology enhancement. This model gives you visibility into the interplay of how people perform tasks in processes using technology.

The primary goal of digital transformation is to improve customer service. PPT does this by making it clear how people perform their responsibilities to get the tasks in processes completed using manual or automated procedures. It’s a viable method for finding bottlenecks, pain points, and inefficiencies as well as to point out what’s working well.

The PPT model is used to help you understand how your business operates. It does this by breaking it down into the three components of people, processes, and technology. People consist of employees, contractors, gig workers, and any other person designated to perform work. Processes are tasks performed in a specific order to accomplish a goal. Technology is tools to be used by people to perform their tasks or to make processes better and more efficient.

Digital transformation should always be aimed at improving customer service. Customers are the reason why businesses exist in without them a business fails. The more that a business can improve customer service, the better it will do which results in improved market position, sales, and ROI.

The use of artificial intelligence and machine learning leads to Robotic Process Automation (RPA) and intelligent automation. These digital employees or bots work side-by-side with your human employees to perform tasks.

Begin with people by understanding the roles that they play in your organization. Ensure your people understand what they’re doing, why they’re doing it, and how they can help. Give them the responsibilities and authorities to perform their tasks and continuously educate them so they are always doing a better job.

Processes are tasks performed in a specific order to achieve a goal. When you examine processes, look for pain points, inefficiencies, and what’s working well. Understand how people perform their tasks and the problems that they are overcoming.

When you get to technology, beware of the Gartner hype cycle. New technology is hyped by vendors because they must get high sales to recover their investment. You never want to be on the bleeding edge. Target your technology to improve customer service, increase efficiency, and reduce human interaction.

It’s vital to understand that part of digital transformation is using intelligent automation and RPA to create digital employees or bots. These will work side-by-side with your human employees to perform tasks and improve efficiency. By doing so, you will eliminate many bottlenecks, increase your operational efficiency, and free your human resources for more creative and useful tasks.

Consider the PPT model as a balance between the three elements. Work on all three together as the core of your digital transformation. Use data analytics to gain visibility into how well you’re doing and provide good reporting and statistics. By putting all these components together, you increase the odds that your digital transformation project will be successful in improving your market position, increasing your ROI, and creating a happy and productive workforce.

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