Everyday we engage in a business process often times without thinking about it. A business process is just the way things are done for example when you buy a cup of coffee: First the cashier asks your order, you then tell them your order, they put that through to the person making the coffee, that person makes the coffee, the coffee gets handed to the cashier, the cashier takes your money and gives you the coffee. No business process is perfect there is always somewhere it can go wrong. A good business process will simply have the least margin for error. From the example given above there is a larger margin for error than there has to be. The way in which I would change it is to have both of the people behind the counter trained to make coffee (we will call them employee a and employee b) employee a will take an order and make the coffee from start to finish seeing that customers order through to the end and during this employee b is doing the same thing for the next customer. you see how when you make this change you reduce the chances of a miss-communication as well as being able to handle twice the amount of customers in the same time frame.
On our CEO’s adventure to Scotland he encountered what we here at Santriya Technologies consider a bad business process. This journey starts on the way to Gatwick airport via rail travel. Rail travel has a reputation for being late, delayed etc. and this journey did very little to challenge these stereotypes, as the train was delayed in Clapham junction for over an hour. Not only did this induce a case of boredom challenging a great aunts lecture on stamps and how expensive they are these days, but it also meant he was heading late towards a meeting. With the meeting getting nearer and nearer with a sense of urgency he was searching for the right entrance in Gatwick when British Airways staff member asked if he wanted to check in his baggage. Now his ticket was a hand luggage only ticket (note there was no kind of checklist to see if his ticket met the requirements to check in luggage) and upon checking his baggage without realizing due to the stress of time constraints that he wasn’t eligible for this. This was the first hiccup created by a system with no fail safe for this scenario.
Upon reaching Edinburgh he discovered that his luggage didn’t make it there with him as he wasn’t eligible for check in luggage. The British Airways staff had collected information in order to get the luggage forwarded and British Airways would cover minor expenses due to the inconvenience.
Whilst stopping for a coffee a message from BA read that the baggage could be collected at 9:30 am although tight this was do-able if he left early. Upon embarking on this quest to reclaim his luggage another text was received saying that the baggage had been collected a week prior and the journey had been a waste as the wrong information was given and the baggage was not there. At his wits end being out of pocket as only minor expenses like toiletries were being covered missing the event he had to cancel his return and take another flight back home. The flight home went a lot smoother than the original flight.
My Conclusion
Given all the occurrences, it would be easy to assume that the fault lies at the people in charge of such duties. And when living through the experience, it’s easy to become frustrated with those representing the company. But the real failure actually lies within the systems being used.
Services need to be adapted with end-user analytics, so any problematic trends can be dealt with sooner rather than later.
There needs to be better customer service as a whole, with more departments talking to each other in order to deliver a truly seamless customer service experience.
A more robust solution needs to be instilled to ensure that verification processes being used are the best they can be.
Considering a few factors could determine as to how a customer feels at the end of their experience, and whether they’re likely to employ the services of that particular brand in the future.
At Santriya Technologies, we offer a variety of services to build identity, empower life style for our customers like small, medium and enterprise businesses across the globe. We have a pool of people with expert skills on any various technologies, open source technologies and database systems. We can help your company to overcome business challenges by building custom-made IT solutions.
Do your business need assessment of business process; feel free to contact Santriya Technologies to request free consultation 02087315286…