Arvind Singh, Head- Mobility, Future Group India
With rising competition, operational cost & IT Budget going down in recent years, CXOs have very critical role in increasing enterprise productivity by harnessing existing limited IT resources intelligently & efficiently, connecting employees & bringing workplace efficiency.
The technology leaders should bring digital transformation & encourage its adoption in the organizations to enable connectivity between people, processes, products, platforms & partners.
For a interconnected enterprise, staying connected and relevant with ever-changing business models and product lines becomes possible by embracing solutions powered by social, mobile, cloud, analytics.
Every piece of information generated by people, device or system, is precious data as it leads to meaningful information for an organization which could be exploited for competitive edge so its important that data, in terms of email, chats, documents, images, reports & forms is properly managed, kept secure & is continuously analysed to draw meaningful information leading to valued business decisions in a cost effective manner.
As a CXO, one should promote a single view & defined method for information related to the planning, selection, acquisition, operation and retirement of assets so asset could be properly used, adequately maintained & utilized before they could be retired
Instead of spending heavily in procuring applications & softwares, installations’ charges & maintenance cost as traditional approach, going for more cost effective, software or platform as a service (Software as a services - SAAS / Platform As A Service - PAAS), on-demand scalable cloud Infrastructure is the way to go.
IT leaders should invest in right tools & frameworks to simplify information flows & workplace transformation to bring Transparency, Agility, Speed, Productivity & Consistency for a Sustainable output in the delivery practices.
As an organizations its important to be Lean in terms of people & infra to stay competitive. All intense paper based documentation or communication are error prone & bring dissatisfaction at different levels. As IT leader, we should promote a paperless or green organization as its digital, cost effective, efficient, better managed, easily locatable & leads to better communication & greater customer satisfaction.
Embrace simplified, constantly ready and prioritized IT infrastructure to deliver increasingly elevated degrees of business impact and relevance. Investing in innovation & automation, building micro-services (API), backend-as-a-service (BAAS), responsive design etc assures productivity through operational efficiency & services availability.
IT should enable collaboration between t-eams, geographies & choosing right talent & partners to increase efficiency, productivity & building seamless, enriched end-user experience & engagement.
CXO should put strategy around Security, Compliance, Access Control.
Awareness and Trainings to reduce risks & keep long run expenses & costs in control. Putting framework & repository for content and Knowledge Management to encourage Re-Usability and Innovation proves very handy for any organization.
Enabling HR processes, employee work assignments & reporting, approvals, leaves & attendance, expense management, incentive plans, KRA settings and appraisal processes on integrated digital platform seamlessly & securely accessible across multiple channels would bring speed & efficiency. It will also make the workplace digital and employee friendly.
IT should ensure right product & software applications development and release processes, code repositories, setting up development, staging and production environments with right IT policies, security & compliances are ensured. Define SLAs, checklists, processes & responsibilities for timely IT requests resolution without impacting the project release dates.
CXO should build IT landscape around users rather than the traditional ways of focusing first on services, tools and platforms. Emphasize on effective processes and information flows refinement & real-time service integrations to drive timely actionable information.
Invest in Apps, IoT & Analytics applying advances technology like ML(MACHINE LEARNING) & AI(Artifical Intellgence) to provide insights in sales & performance, enabling business process streamlining & data driven decision making rather than going with gut feeling to ensure that users across the value chain are better aligned with the business objectives.
IT leaders always look out for areas & operational/ business processes needs to be streamlined. Repetitive tasks like generating reports, recording customer complaints, maintaining release process, manual audit, inwarding and out warding inventories checklists, invoices, credit notes, carrying surveys, collecting feedback etc leads to monotonous & unproductive workplace making employees unhappy, prone to manual errors & inefficiencies. Once the processes are identified, analysed & its value is measured, it should be automated by IT.
As part of workflow transformation, Identification of bottlenecks & loopholes, unnecessary steps in current processes should also get addressed. A CXO should promote putting a governance body to evaluate the investment or expenses being incurred. Also should encourage process management organisation to ensure that the projects & initiatives are following the best practices & processes, and being executed in a cost effective manner.
Mobility initiatives like BYOD goes long way increasing productivity, bringing high level of Employee satisfaction, customer engagement & retention by providing flexibility any channel (or device), anytime, anywhere.
Making enterprise mobile enabled is the way to go!! as then employees will feel more Empowered & in-turn Maximize output so has a high ROI.
The CXO has a vital strategic role to enable IT to help transform organization to a digitally interconnected workplace, with enhanced processes and productive workforce & big a stimulus to be more competitive & cost effective in the intense competition of today’s economy.
Technology is an enabler but organization’s people & its culture plays a critical role in adoption & execution through this journey. They should accept the need, are ready to change, actively participate & contribute to the journey of digital transformation. Seamless customer experience in the new loyalty program and data is the new edge fuel. This requires a mindset transformation lead from top to bottom & just can’t be done by Technology alone.
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