My inner geek gets as excited as the next professional about all the technological innovations adding up to what gurus are calling the digital platform or digital business – or simply digital. This new wave of technological capability features social, mobile, cloud, big data, and more. It promises a host of new capabilities to accelerate innovation including robotics, 3D printing, internet of things, cognitive, and augmented reality. WOW!!
But there’s a little voice inside me counseling caution. When have new platforms or channels ever fixed major business challenges?!
It’s all too easy to get caught up in ChannelMania, a state of virtual panic about introducing the next big thing, keeping up with the Joneses technologically. In the frenzy you can easily lose sight of the hidden business costs.
We should step back, take a deep breath, and ask ourselves some fundamental questions.
- How well can we really manage yet more channels?
- Do we deliver consistent business results to our customers?
- Are we happy with our current lot in managing change?
- Does the company have any real strategy to address ever-accelerating complexity?
- With all the new agile methods, is the business actually becoming more agile?
It’s not too hard to envision what real operational excellence would look like.
- Your customers would get consistent business results through any of many channels.
- Rolling out business change would be faster and cheaper.
- You could demonstrate compliance at every turn.
- You could manage complexity at scale.
- You’d provide stellar customer experience at inhuman speeds.
The question, of course, is how do we get there? I argue that we need a new knowledge paradigm. I call it Business Knowledge Engineering.
Read about the new knowledge paradigm: http://www.brcommunity.com/articles.php?id=b900