Digital is the new reality. The purpose of internal processes is not to make life convenient for staff. It’s to satisfy paying customers through better outcomes such as 24/7 customer support, lower product cost, frictionless payments and faster delivery.
from February to April. That was enough to lift overall sales 9% for America’s biggest company by revenue.Speed’s consequences go both ways. Information technology can increase the velocity at which a company gets left behind. A bungled rollout, bugs in payment software, or hack of customer data – these can ruin billion-dollar reputations. Thus, customer satisfaction also means that software and systems must avoid bad outcomes.
What are examples of a “flow item”? It could be a new product feature that customers are willing to pay a premium for. It could be a reduction in defects. Or a fix to a compliance issue, or roll out of frictionless shipping. IT systems must deliver on customer-centric missions, and that requires contractors and employees to understand the bigger picture. To coordinate with strategic intent.
That’s the job. It’s key that IT personnel not limit themselves with tunnel vision because operational tempo can defeat competitors.
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