What is business process re-engineering
4th June 2020
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Understanding Business Process Re-engineering

What is business process engineering? 

Business process re-engineering (BPR) is the process of redesigning organizational workflows and processes to achieve radical improvement in quality, efficiency, and cutting costs. It is a business management strategy that originated and widely popular in the 1990s. In 1990, Michael Hammer, professor at Massachusetts Institute of Technology (MIT) published an article called ‘Reengineering Work: Don’t Automate, Obliterate’ in the Harvard Business Review, where he claimed that Most of the work being done does not add any value for customers, and this work should be removed, not accelerated through automation. Instead, companies should reconsider their inability to satisfy customers and their inefficient cost structure.  

BPR consists of the analysis of existing processes to identify opportunities for improvement. This analysis is conducted by representing business process in the form of flow charts.  

Why someone would do it? 

Business Process Reengineering is used by companies to reduce cost, improve cycle time and customer experience to gain an edge over the new entrants and foreign competitors.    

BPR has shown to reduce cost, cycle time and errors through the elimination of tasks and processes that are identified as unproductive. Through the implementation of lean processes, employees can focus on providing better customer experience.  The elimination of unproductive process allows companies to be able to quickly respond to customer needs and build products. 

What are the steps to implement BPR? 

The key steps to successfully implement Business Process Re-engineering as follows: 

  1. Define the objective and framework: This step involves the identification of the goals and objective of implementing BPR. Once the objective has been identified, the company must layout the framework and build the foundation by creating a BPR team. 
  2. Process analysis: Map out the current processes and tasks to identify bottlenecks or steps that do not add value. 
  3. Redesign: Identify the opportunities for improvement for the processes that were identified as unproductive. 
  4. Implementation: For BPR to be successful, it is necessary for the company to involve its employees in the process by constantly validating hypothesis and gathering feedback.  

Are you ready to review your infrastructure and learn more about how digital transformation can accelerate your business? Get in touch with our experts today! 

Contact Our Experts

COVID 19 : How Should the Indian Software/IT industry respond?
1st June 2020
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COVID 19 : How Should the Indian Software/IT industry respond?

Unparalleled! Unprecedented! Black Swan event! 

I have not seen the world changing so much in such a short span of time. Not in my lifetime. Just 2 weeks back I was in the US, visiting multiple cities including New York and Seattle. Unthinkable right now! Entire countries are shutting down. 

We still do not know how COVID-19 would play out. While a gloomy picture is being painted by many, calling the current measures being too little and too late, we do not know if it’s a reality or perceptual panic. The reality of this panic (real or perceptual) however is that we are already seeing a huge slowdown in the economy. More and more companies are asking people to work remotely (or work from home – wfh), governments are shutting down everything (including a country wide curfew in India on March 22nd) and people have stopped travelling for business. This does not augur too well in the short run for sure and might have long lasting impact on certain industries that operate on tight margins and huge capex, for example, airlines and hospitality. Many companies may not be able to come out at the other end, whenever that happens. 

Being in software/IT services industry has its own pluses and minuses. The main disadvantage being our heavy dependency on the health of other industries and the key advantage being ability to move to “work from home” relatively easily.  

Here are some thoughts in terms of what we can do in software/IT industry, especially the Indian software/IT, to stay afloat and prevail. 

Work from Home (WFH) –  

It’s extremely important to make sure that wfh is as effective as work from office. There are challenges like connectivity, distractions and isolation. We must ensure productivity and responsiveness maintain momentum. It’s imperative to come up with crisp guidelines including dos and don’ts when you ask people to work from home. iLink has established a set of guidelines for our employees and can offer insight in this area for those who are looking for additional guidance managing a remote team. While connectivity at home would be the biggest risk, this is the time to demonstrate to your clients that you can be as good as before. 

Analyze your business –  

Divide your accounts/projects by industry and type of work you do. There are certain industries which are more vulnerable than others and discretionary budget will be slashed first. Non-discretionary will remain relatively safe. All of a sudden, the mundane support work sounds very attractive! 

Be Prepared for the worst case – 

I do not want to sound pessimistic, but we must be prepared for the worst-case scenario. We generally plan for growth, but these are different times. What are the steps you are going to take if your business goes down by 30% this year? 50%? When you analyze your business, you can gain perspective on the areas to focus on. Discuss the necessary steps with internal key stakeholders and try to drive consensus around an action plan. Doomsday planning is always important, but it largely remains academic when things are going well. But now is the time – do your fire drill now! 

Build your NextGen models – 

Everyone is accepting the reality of remote working or wfh (work from home). This is the best time to build your NextGen models. This is the time for the Indian IT to demonstrate that “offshoring” can work effectively beyond the mundane IT work. This is the time to demonstrate that offshoring can work for innovation, R&D and ideation! This might be the time to build models around virtual offices – this has been tried before but never at a large scale. Think of the cost savings which come with virtual offices. Every “cloud” has a silver lining! 

Have Faith –  

This too shall pass! The world has seen plagues, spanish flu, wars, famines and so on but we are still alive! Don’t get me wrong – we are alive today because our forefathers survived everything that happened before us. We still do not know how big this is but my hunch and belief is that the panic is overblown, thanks to social media. We need to be careful for sure but there is no need to panic. 

Stay Healthy. Stay Safe. Stay Calm. 

Hope to see you hale and hearty at the other end! 

 

Top Technology Concerns for Organizations
26th May 2020
by

Managing Recovery & Growth During COVID-19

Navigating COVID-19

The Covid-19 crisis has impacted people globally and caused tremendous damage in terms of people’s lives. The impact has been felt by societies on personal and economic levels. In addition, Covid-19 has created challenging times for almost every industry and it is changing their business patterns significantly.

As the impact curve of COVID-19 is flattening in many areas of the country, business and IT leaders are evaluating and planning for an advantageous position once the society and business open. The question and challenge to CIOs are not just how to manage the crises in the short term, but also how to position the enterprise to come out stronger in the new normal. Cutting costs and downsizing projects will be necessary in many cases, but CIOs need to make sure that the enterprises are well placed to succeed as they come out of the crisis.

Reimagining

While the CIOs need to scale down in the short-term, they must also investigate new focus areas for the future. To do that, they need to work with their business peers to reimagine the future. NY State Governor Cuomo is challenging his staff to reimagine, improve, and build back better as NY State is pulling out of the crises caused by Covid-19. “Let’s use this situation, this crisis, this time to actually learn the lessons valued from the reflection,” he said. “Let’s reimagine what we want society to be.” The CIOs need to have a similar vision. They need to “reimagine” the state of enterprise coming out into a new environment.

CIO feedback

A CIO survey done by McKinsey in March showed the top technology concerns felt by the CIOs. CIOs are facing the greatest challenge of their careers. The survey clearly shows that the CIOs are worried about the immediate urgent needs and the future positioning of the business. With almost every employee working remotely, the need for collaborative tools was at the top of the list.

McKinsey iLink Technology Concerns

Overall, they are trying to tackle remote worker productivity, a large increase in customer help center calls, new eCommerce demands, security threats and pressure to improve customer experience. How they react will likely shape their competitiveness in the years to come.

Given the wide variety of issues they are facing, they must focus on multiple dimensions.

  • Manage and stabilize immediate needs
  • Prioritize and scale down as required
  • Work with business peers to focus on new areas
Gartner Model

Gartner’s analysis shows that 3 out of 4 companies will stall during this crisis. The plan companies put together now, will not only help them through the recovery process but also help them grow over the next decade. Many companies may potentially be planning on growth and efficiency strategy. COVID-19 now gives them the opportunity to finalize those plans and start acting upon those plans.

Gartner has come up with recommendations and an action plan for recovery from a major crisis. Though their recommendations are not focused on digital transformation, their plan leads to digital transformation in its final phases. It consists of a 4-phase framework to help organizations through this crisis. The first phase starts after the crisis event has occurred.

4-Phase Framework

4 Phase Framework iLink

Each phase helps the next phase build progressively with the understanding that during phase 1 and partially through phase 2, the company performance will be impacted due to the COVID-19 crisis. The 4 phases are focused on stabilizing, rebuilding operations, rethinking the organization, and accelerating the adoption of digital transformations.

The chart on the next page shows the 4 phases and the action steps within each of them.

Navigating the New Normal

4 Phase Performance

iLink’s Recommendations

The 4-Phase plan can help organizations react to immediate needs while planning for the future. The key elements of future planning are very similar to the digital transformation process.

iLink believes that digital transformation is the key initiative that needs to be on the CIOs’ agenda as they start drafting the plans for recovery. Digital transformation encompasses the whole enterprise including people, processes, technologies, and most critically the customer. The benchmark to be watched in the future will be the ability to change as the customer behavior and markets adjusting to the new reality. Digital transformation can be a huge undertaking. CIOs working with their business counterparts can formulate a strategy, prioritize, and then draft a roadmap and an execution plan.

At iLink, we deliver next-generation digital transformation solutions to help clients solve complex business and technology challenges, improve organizational effectiveness, increase business productivity, and realize sustainable enterprise value. We navigate clients through the lifecycle of a digital transformation initiative with a lean approach and a focus on results. Each engagement is measured by its ROI and potential for new business opportunities. iLink’s digital strategists work with clients to engineer high-impact business outcomes for technology-driven initiatives. iLink’s digital strategy consulting services focus on establishing traction through short term wins while setting a roadmap for sustained success. The results we engineer impact key areas of business operations:

  • Revenue and Growth
  • Cost and Efficiencies
  • Risk Mitigation

To find out how iLink can help you transform and successfully address the challenges and opportunities of this new, unforeseeable future, get in touch today.

Enabling a Productive and Healthy Remote Workforce
19th May 2020
by

Enabling a Productive and Healthy Remote Workforce

Companies managing remote employees are shifting focus to maintaining productivity. What does productivity mean, now that employees are working with their spouses, children, trying to home-school and establishing boundaries between work and home is harder than ever?  

While much of our focus is on business continuity, employers are responsible for supporting employees to avoid burnout and maintain open communication at all stages of the business.  

We’ll look at some ways companies can engage their remote employees and ensure a successful WFH environment.  

4 “Facilitative factors” for the success of working from home:  

Maintain Employee Engagements – 

Employees need support now more than ever. Providing resources keep your employees happy and balanced. You might want to consider:  

  • Offering sessions/courses to keep employees motivated and engaged such as: 
    • Time Management 
    • Health Management 
    • Financial Management 
  • Conduct surveys to get employee feedback, act based on results and communicate appropriate changes 
  • Provide support for laptop/desktop equipment and other necessities like transport of desktops, chairs, etc
Encourage employees to establish a routine– 

Without a commute to an office, it’s easy to feel like each day runs into the next. Establishing some sort of routine can help not only increase productivity but employees set boundaries on their mental energy and time spent. Some ways to help facilitate this include:  

  • Scheduling regular calls 
  • Simulate office conditions at home 
  • Maintain fixed hours 
  • Unwinding – Take scheduled breaks of 5-10 minutes at regular intervals. Walk around the house, get outside if possible or do a few muscle-stretching exercises. 
  • Participate and facilitate meaningful goal settings aligned with current productivity expectations.  
  • Managers should trust their team and be available for them when needed.  
Communication– 

How are you connecting with employees consistently? Though many of us are self-distancing with family, none of us are seeing a variety of people regularly and in times of uncertainty, need to hear from our employer. Here are some ways to do it:  

  • Consistent and efficient communication across various stakeholders like leaders, managers and team members.  
  • Stakeholders’ support – the support from one’s team and other teams like Infra, HR and Admin are crucial for overall success.  
  • Virtual open-door policy – make sure your employees know you’re available and they can ask questions.  
Technology – 

We are living in a time of changes in technology on an almost daily basis. Without the ability to be together physically, relying on technology to stay in touch and enable efficiency is critical. Make sure you incorporate the following:  

  • Right Support Mechanisms – Do people know how to get in touch and use existing technology to do so?  
  • Strengthening remote-working capabilities – Make sure employees have what they need to be successful from home meaning access to files, collaboration tools and so on.  
  • Improving Data Security and Cybersecurity – What was previously kept on lockdown is now being shared across work and personal computers, make sure your company is set to share securely so employees can focus on the task at hand.  

Employees are the most vital force in an organization and making sure they have the resources they need to not only be productive but healthy is essential. Prioritizing each of these areas will translate to long term growth well beyond our current lockdown period and ensure success.  

Why You Should Care About Improving Customer Experience
7th May 2020
by

Why You Should Care About Improving Customer Experience

Customer experience should always be an integral part of every business strategy. Especially now, in today’s climate of adjusting to COVID-19 restrictions, paired with a  lack of direct contact with customers, a shift to online services has emerged and with it, the need to provide a stellar experience from beginning to end.

Businesses making the transition to digital transformation is not a new one, but a shift in customer behavior to online models won’t be a temporary change. Lockdown or not, we are living in an era of digitalization, and customer experience management must be a prime concern.

Quick Question: What is customer experience?

Customer Experience (CX) defines every interaction a customer encounters with the brand during his or her buyer journey. From initially navigating the website, inquiring, purchasing and talking with customer service if necessary.

Everything businesses do to make a customer’s journey hassle-free impacts customer’s perception about the brand. Great customer experience drives both loyalty and revenue in the long run.

Why Customer Experience is important?

Great customer experience is more important than ever before, in order to maintain a long lasting relationship with consumers, businesses must deliver the products and services they promise. Consumers own the decision to stay with a brand or to switch to any of many other options in the marketplace.

With engagement across social media becoming more prevalent, buyers are increasingly making decisions based on recommendations from those in their network and reviews they read online. Focusing on consistent, meaningful customer experience builds loyalty and will contribute to additional customers long term.

What is the ROI of focusing on CX?

The impact of customer experience varies across industries varies but prioritizing CX from a strategic, operational and technical perspective helps companies gain a competitive edge. For industries like insurance and retail, improving customer service at any level proves worthwhile. Quality customer experience in healthcare engages patients, improves care outcomes, and reduces operating costs.

ROI might manifest within weeks or might even take as long as a year to manifest. Some examples of areas for potential ROI include :

  • Growth in the revenue
  • Additional opportunities for cross-selling
  • Expenses are kept in check
  • Better optimization of the customer journey

How digital transformation is changing the customer experience:

Today, digital transformation is driving businesses to adapt to new market realities. This transformation isn’t driven by businesses but consumers themselves. Consumers look for ways to interact with the brand across more and more platforms, from social channels to voice assistants and expect fast responses and comprehensive services more than ever before. With your competition is just a click away, it’s important to understand how to provide meaningful customer service through technology in every interaction.

1. User-friendly and Device-independent Application/Website

Good UX means good CX. A website’s design is a major contributor to credibility. Therefore it’s important for a website to be user friendly, load quickly, be responsive across all screen sizes, and  the transition across devices should be functional and seamlessly. All links throughout any apps and website should work and navigation across the pages should be seamless.

A poorly designed website can upset potential clients and prompt distrust. It affects the customer retention rate and can affect future business. Also if your site isn’t optimized for mobile, your SERP ranking can suffer. A good website is more than just appearance.

2. Personalized Customer Experience.

Great customer experience requires a customer-centric mindset. Today every customer wants to feel valued as a unique individual and are willing to share personal information like preferences and interests. In fact, customers are three times more likely to respond  to the companies that:

  • Know them by their name.
  • Understand their buying history
  • Suggest and recommends product based on it

Companies should these insights to specify a target audience and design marketing campaigns accordingly. With a CRM system, it becomes easy to stay connected with the customers through welcome emails, sales follow-up, or a recent campaign based on their navigation history. This data helps to create highly targeted messages to provide a personalized experience.

3. Monitor and Measure Performance

Customer experience is a complex and wide concept so it’s important to break down the specific metrics and how to leverage technology to stay on top of it.

  • Conversion Rate – Measure when your prospect completes an action such as sales or transaction and becomes a customer
  • Customer Churn Rate – How often you lose customers.
  • Net Promoter Score – Customer willingness to share your product.
  • Customer Effort Score -Effort it takes a customer to purchase your product
  • Customer Satisfaction Score – Includes customer feedback

Measuring the above qualitative data will help to improve the positioning of your services and products. Doing so allows you to know what your customers want and when. Taking insights from your customer database helps you make predictive business decisions and develop a respective marketing budget. Tools like Googly Analytics and web analytic tools, customer surveys and feedback help monitor and measure performance.

4. Chatbots and Voice Assistance

Today AI-enabled voice technology has found its way into almost all aspects of our lives. Many businesses rely on these voice assistant interactions to provide better customer experience. Alexa, Siri, IBM Watson are just the tip of the iceberg.

Bots can offer customer service at any hour on their preferred platform and handle multiple messages to focus on accelerating customer engagement. This avoids customer impatience and helps address behavioral cues to interpret the urgency of a question. Bots can analyze interactions and escalate if necessary.

5. Break the Barrier Between Customer Channels

Customers today look for quick responses and technology has given them the power to demand this irrespective of time and place. Most customers expect a customer service response within an hour no matter whether on weekdays or weekends. This has put a weight on businesses to stay available.

Customers expect seamless service no matter what stage of the buying journey they are in, so leveraging technology helps increase communication and support this experience. This improves customer experience, ensures real-time responses for them, and ultimately increases revenue.

The Take-Away

Digitalization in providing the customer experience can be quite complex to understand. If you are looking to get started with digital transformation, think of cloud solutions first, instead of onsite solutions.

It helps your business to meet customer demands at times and stay updated with the latest features. Data management and analytics help you to map out the perfect customer journey and single user-friendly customer experience.

No matter the size of the organization, digitalization opens a new landscape to improve your relationship with the customers.

Thinking of digital transformation for your business. Check out our services.

Cloud Application Development
13th April 2020
by

Cloud Application Development

Migrating your IT Infrastructure to Cloud using Lift and Shift approach is a great way to switch IT spending to a pay-as-you-go model and reduce CapEx costs. But in order to get a better ROI, already a variety of organisations—from tiny startups to global corporations, government agencies to non-profits—are embracing the cloud technology to build applications for improving their Product Quality and Business Productivity.

A cloud application simply refers to any software or application that is deployed in a cloud environment rather than being hosted on an On-Premise server or machine. When it comes to application development, is there any difference between On-Premise Web App Vs Cloud App? Yes there is. Cloud based apps are sort of “evolved” web apps that uses extensive array of cloud services to achieve reliability, elasticity, high availability, multi-tenancy and global replication. 

Following are some of the tips for developing Cloud Applications

Identify Cloud Provider

Once you finalize the cloud strategy that aligns with your business vision and mission, the selection of cloud provider is essential.  There are a number of cloud provider like Microsoft Azure, Amazon Web Services, Google Cloud Platform that offer developers the platform and tools in order to simplify the actual development process. What matters is choosing the one that best meets your business requirements.

Understand the Infrastructure and Services

When it comes to developing applications for cloud, you will have multiple cloud services and tools to choose from. For example,

·        do you really need a dedicated infrastructure to host your application or can you leverage serverless architecture?

·        Where to store your data?

·        How to secure your applications?

·        How to improve the performance?

·        What to use for working with the events?

Once you understand when to use each cloud services, you will be able to come up with the right architecture for your scenario.

Loosely Coupled Architecture

A cloud native architecture should be similar to SOA. Instead of creating tightly coupled applications with a focus on user interface, the developers should exposing the underlying functionality as services that can be leveraged independently. The application architecture when developing for the cloud needs to have the in-built capabilities to interact with highly complex, widely distributed systems.

Plan for Resiliency

The cloud application developers need to be plan for unexpected resource failures and design accordingly. Instead of trying to prevent failures altogether, the goal is to minimize the effects of a single failing component. The applications should be Resilient and recover gracefully from failures, and they continue to function with minimal downtime and data loss before full recovery. Also it should be Highly available and run as designed in a healthy state with no significant downtime.

Adopt DevOps Strategy

The benefits of DevOps in developing a cloud application include fostering of a culture that focuses on frequent releases of high quality deliverables. In order to ensure that your application is running effectively over time, you need to consider implementing multiple processes to make sure that your users are getting the right experience. Some of the major processes that needs to be considered are

·        Manage infrastructure using Infrastructure as Code (IaC)

·        Implement CI/CD pipelines for all applications

·        Setup Cloud Monitoring

·        Automated Testing

·        Performance Monitoring

Consider performance and scaling

To gain the maximum performance, the applications should be designed to be horizontally scalable. Apps often don’t need more processors, just a better way to handle high workloads. If you expect a high traffic volume at specific times, you can create a scheduled autoscaling policy. It can create instances even before your demand increases. Performance monitoring tools to oversee the performance of the application can help make the necessary provisions needed to design the application to scale.

Security considerations

Security is one of the most important aspects of any architecture. Use native security capabilities built into cloud services instead of adding external security components (for data encryption, network traffic filtering, threat detection, and other functions). These services provide better security, reliability, and efficiency because cloud providers operate and secure them with dedicated teams with deep expertise in those areas. Following are some of the capabilities that should be prioritized

·        Identity

·        Data Protection

·        Key Management

·        Application Configurations

Summary

The cloud is changing how applications are designed. Instead of monoliths, applications are decomposed into smaller, decentralized services. These services communicate through APIs or by using asynchronous messaging or eventing. Applications scale horizontally, adding new instances as demand requires. These trends bring new challenges. Application state is distributed. Operations are done in parallel and asynchronously. Applications must be resilient when failures occur. Deployments must be automated and predictable. Monitoring and telemetry are critical for gaining insight into the system.

When designing cloud applications, focusing on the above concepts in addition to the traditional app development basics of design, development, testing and incorporation of feedback leads your application to success.

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