4 Global Organisations, AI and Lean Process Engineering
Imagine walking into a coffee shop and placing an order…. You pay up and wait and with anticipation while observing the barista at work. And this is what you see: She walks over there to grab a cup and a lid. She walks back, takes out the portafilter and bashed out the used coffee. Then take a step over here to wash it out maybe, then walk back to put it under the grounder to get a good dose of ground coffee and presses it down. Then walks back to the coffee machine. Well guess what…. so far no coffee has been made!
It is only when she presses the button and the coffee is actually coming out that value is being added. Only for that 20 seconds. The rest is just a waste, particularly if the coffee you get at the end is not what you ordered.
There is a Japanese word for this wastefulness called Muda, which goes right to the heart of Lean process engineering developed by organisations such as Toyota.
In this video we look as to how AI can help identify waste in service management activities and some examples of businesses that have achieved great efficiencies by leaning out their Service Management processes.
If that coffee experience wasn’t that great, then why do we think it is OK for customers and employees to have poor experience when buying or requesting services? Well, it is fair to say it’s not that simple. Clearly the path to fulfilling a request is far more complicated and elongated than making a simple cup of coffee.
To start with, the initial information capture often leads to the request being sent to the wrong team. So, you end up with many iterations of trying to find the right team to deal with the request. And that’s just the start. Then we have these various stages that try to progress the ticket but are often heavily manual or are kept in a holding pattern for seemingly no clear reason, and in the meantime, the clock keeps ticking away.
And finally, when we think the request has been nailed and go to close the ticket, we realise that the customer is unhappy with the outcome and we have to go back to the start again.
This is a scenario that I’m sure you recognise and sympathise with. So why is it not addressed. The problem is that to identify areas of waste and make the service relevant to the customers we need to eyeball every single customer interaction journey. But that takes a lot of time and standard reporting tools are not capable of deciphering unstructured data such as emails, notes, descriptions, chat text and the like. So, you end up with having a basic attempt at optimising processes which is based on gut feel with consequential effect of moving the bottlenecks to other hidden areas.
That’s where AI comes in. Using a combination of Deep Neural Network to help identify patterns and clusters of data plus Machine Learning algorithms, some of which are focused on lean process analysis, and Natural Language Processing to decipher the unstructured data, we can look at the data held in service management and other related systems to correlate customer journeys, the quality of service and how efficient the eco-system is.
We have been running our own AI platform called AI Talos since 2017. The outcomes that we typically deliver include:
- Understanding customer journeys
- Identifying bottlenecks
- Automating repetitive tasks
- Eradicating waste
- Finding out training gaps
Too good to be true? Let me show you some proof points.
The world’s largest oil field services company was looking at ways to improve customer experience across hundred and twenty thousand employees. Through the use of AI Talos we identified 15 heavily used tasks, which when automated delivers firty three thousand hours of savings per year. Subsequent iterations have uncovered additional areas of waste which are once again targeted for improvements.
A global car manufacturer increased its service uptime by over 20% through a Continuous Service Improvement spanning across processes, underlying data and knowledge gaps, all of which was identified through AI Talos.
World’s number one gaming company utilised AI Talos to map customer journeys and drive its omni channel self-service programme to gain a whopping 30% adoption within 3 months.
One of the world’s largest telecom operators used AI Talos to identify GDPR non-compliant data and to put into place the relevant processes to cleanse the data and eradicate the problem from happening again.
IT is under huge pressure to support the digital movement, but as it does so, it is finding that its working practices and processes are outdated, too manual and incapable of scaling up to supporting new business opportunities and ventures. For many, understanding and prioritising areas to focus and invest in, quickly and driving improvements is the key to unlocking value.
That is why many organisations, medium size to large, are now turning to AI to assess how they can eradicate waste and drive automation through the Service Management processes very quickly. You should also give it a go!
Here’s a short video about Coffee, Lean process engineering & AI. Take a look!
A-Z of Digital Acceleration
Fusion Global Business Solutions helps organizations improve their capabilities for accelerating their digital transformation programs. We offer a set of innovations focused on service management and service operations that help our customers gain the critical capabilities required to support their business activities. We truly believe that these services are unique across the industry and the purpose of these video recordings “The A-Z of Digital Acceleration” is to showcase some of these capabilities.