Processes must be lean and free of waste
Making digitization a success therefore requires that the processes to be digitized are optimal.
In jargon, this is called: they must be lean and free of waste.
Processes consist of successive actions that produce a service or product.
Lean is a way of working in which all processes create value. Any form of waste has to go.
Waste is about that waste: it is all actions that do not add customer value. In other words, all actions that the customer does not want to pay for. And there are more of them than you might think at first glance: think of complaint handling, overstocking, duplication of effort, etc….
An example is a file that goes back and forth between two departments three times: everyone can see that this is not efficient, but, “It works, so we do it this way.” Employees who know the system well will take shortcuts if necessary, be more flexible with the process or do anything to satisfy a customer.
If those redundant process steps go along with digitization, then
Therefore, processes must be optimized and standardized before you can digitize.
Therefore, you need to think very critically about every deviation from the standard: why does the exception exist, how often does it occur, what is a possible alternative course of action?