enterprise digital workflows

WORKING SESSION:RECRUITMENT BEST PRACTICES

MAY 2014

Enterprise Digital WorkflowsYour journey to becoming a digital native

The advent of modern technologies like IoT, mobility and

analytics has fundamentally changed the way enterprises work

Zinnov explores some unique examples that capture this

paradigm shift

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Disney’s USD 1 Bn investment

leverages modern technologies, data and wearables to

re-invent the Disney Magic

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Dubbed the most magical place on Earth, Disney theme park’s customer experience had become jaded over the years; Disney was desperate to re-create the magic

Disney employed modern technologies like IoT, wearables and SMAC to re-create the magic; resulting in a unique and digitally native theme park

experience

Disney World Customer Experience – 1971 to 2014

1 2 3 4 5Booking

In-person Tickets; Limited e-Ticketing;

No Itinerary Planning

AccessPaper stubs; Separate Cards / Keys; Lots of

walking

RidesLong wait-times &

queues; Difficult to go multiple times

Shows / CharactersLong wait times; Find the characters you

want to meet

Restaurants / Other Attractions

Long wait times; Friction in payments;

Time wastage

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A highly automated, intuitive and personalized experience for each customer – Disney created and delivered digitally native, magical experiences by leveraging modern technology

Disney World Customer Experience – 2014 & Beyond

1 2 3 4 5Booking

Booking through MyDisneyExperience

website / apps; Automated &

personalised itinerary for every customer

AccessSwipe MagicBand to access park, hotel, travel, everything

RidesEnable FastPass via MagicBand to skip

queues; ride multiple times with a simple wave of your hand

Shows / CharactersCharacters find you &

greet you – highly personalized

experience – like magic

Restaurants / Other AttractionsSwipe MagicBand for frictionless payments; waitstaff locates you

via MagicBand signals – your food

finds you5

Large scale adoption of modern technologies has delivered benefits across different spectrums for Disney

Technology enabled hyper-personalization

has pushed the envelope on customer

engagement – truly delivering ‘magical’

experiences

Higher Customer Engagement

Supply chain analytics has helped Disney do

more with less – resource optimization is

at an all time high

Higher Operational Efficiency

Customer intelligence and wearable based

payments have helped Disney more

merchandize – opened up more cross-sell / up-

sell channels

New Revenue Streams

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Valued at more than 72% of The Fortune 500 – Uber is

leading a technology led disruption of the Taxi industry –

it’s technology platform and real-time analytics is delivering more for both the rider and the

driver7

Uber has used technology to disrupt the taxi industry; Uber has fundamentally changed many customer touch-points in this space through its technology and platform

Hailing

Customer has to approach the cab

Sparse availability & frequent denial of service

Cab comes to customer using GPS

Uber uses demand forecasting & differential

pricing to maintain availability

Payments

Primarily cash based – high friction

Tedious because of tipping

Seamless payment through credit card / e-wallet

Completely frictionless

Quality

Customer has no view of driver quality

Lose background check of drivers

Peer-review rating system gives empowers consumer

Comprehensive, data driven & automated

background check system for drivers

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Uber’s disruption has delivered an enormous value across the board – for the industry, for the customer and for the drivers

Uber’s technology

platform gives it the economies of

scale – which means cheaper

cabs for the customer

Demand forecasting and demand heat

mapping makes driving an Uber up-to 20-30%

more profitable for drivers

Ratings system has made Uber more useful for

the customers as well as the

drivers

Uber’s success has disrupted

adjacent industries like rental cars and

last mile logistics

Lower Prices Higher Driver Revenue Better Quality Adjacent

Disruptions

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Apart from building an all electric fleet, Tesla is leveraging IoT and modern technologies to

fundamentally change the way the auto industry works

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Tesla is a digital native company that has leveraged the Internet of Things and related technologies to change many traditional automotive enterprise workflows

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Vs. Product Design

Safety Checks

Performance Tuning

Collects customers’ usage trends for product design via interviews &

Test drives

Manual Process, Limited data samples

Collects Usage patterns/ habits over the air from

their existing cars

Automatic process, huge data pool,

accurate product upgrades

Monitors the functioning of critical parts of the vehicle continuously

In case of a failing part, it notifies the user in

advance to schedule a maintenance

Tesla fixed the same issue through a remote Over the air software update process for

29,000 cars

Updates happen overnight at no extra cost to company – Hassle free process leads to

happy customers

Fire accidents in GM & Tesla cars due to overheating led to

recall

GM recalls 370,000 cars to its dealership centres for manual

software update – Long, cumbersome, costly process

Faulty parts are identified only in the

case of failure or during regular car-services

Modern technologies, through digital natives and early adopters,

have transformed traditional workflows of enterprises into

digital workflows

A digital enterprise is nothing but a network of these digital

workflows

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Despite the pressing need, traditional enterprises loosely collaborated across functions

The Traditional Siloed EnterpriseNew

Products & Services

Operational

Excellence

Supply Chain

Optimization

Workforce & Partner

Enablement

Risk Manageme

nt

Customer Targeting

& Engageme

nt

Concept Development

Market Study

RefinementProcess

Prioritization

Resource Availability

Turnaround Management Resource

Utilization

DemandForecastingInventory

Tracking

Data Security

KnowledgeSharing

Promotions

CustomerIntelligenceSegmentationTreatment

Lack of technology platforms that enabled cross functional synergies made the traditional enterprise siloed – workflows loosely networked outside

their functional area

Product Design

Testing

Root cause Analysis

Distribution Network

Optimization

Employee Engagement

RiskAssessment

Monitor

Targeting

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Modern technologies - IoT, Mobile, Analytics, Social, Cloud & others – have transformed traditional workflows & have enabled organizations to become networks of digital workflows

THE DIGITAL ENTERPRISE

A network of Digital Workflows

Workforce & Partner

Enablement

Risk Managemen

t

Customer Targeting & Engagemen

t

Operational Excellence

New Products &

Services

Supply Chain

Optimization

THE DIGITAL ENTERPRISE

A network of Digital Workflows

Examples of companies leveraging the networking of workflows

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Disney’s MyMagic suite of products not only enhances customer experience and engagement but also collects invaluable data that helps in optimizing operations

Customer Targeting & Engagement


Products & Services

Supply Chain Optimization

Digitized Pre-Booking WorkflowDisney’s digital booking workflow feeds enough data to its systems to be used for effective planning,

inventory management and resource optimization

Cost OptimizationBooking data helps in curbing wastage of resources related to costumes, props, etc.

Artist Management – Less becomes MoreDisney has cut down on empty shows – booking data helps in optimizing on-demand scheduling

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Uber’s digital workflows integrate diverse functional areas like Customer Engagement, Risk Management and Operational Excellence to deliver a high quality experience to customers



Products & Services

Risk Management

Riders rate drivers; drivers

rate ridersUber’s two way rating

system gives valuable data which is used by other

workflows to drive cross organizational benefits and

efficiencies

Creditworthiness of PassengersRating data helps Uber manage the rider related risks (like payments) effectively

Ride QualityRating system data helps in weeding out quality issues with rides, cars, etc.

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Google’s People Analytics team collects and creates valuable insights that have helped google design data driven people management and employee engagement workflows

Workforce & Partner

Enablement


Bringing objectivity and data science to HR

Google’s focus on designing metrics for measuring traditionally subjective areas like leadership,

potential, etc. create and feed invaluable data which helps it to manage people operations

An Algorithm for AttritionGoogle has created specific metrics which help it to predict which employee are attrition risks – these metrics use people analytics and employee engagement dataQuantifying the Value of PeopleGoogle’s employee behaviour data has given birth to new metrics and models for measuring the value of its top performers – this helps them in fine-tuning retention

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Diageo teamed up with ThinFilm to make a connected whiskey bottle which has not only increased customer engagement but also has helped in smoothening supply chain ops



Products & Services


The Connected Whiskey Bottle – Johnnie Walker

Blue Label

Enhanced Customer EngagementNFC tags on the label tell customers about new recipes and other information regarding the blend, date etc.Inventory Tracking and Quality CheckThe connected bottle also helps Diageo track and manage its inventory – solving various quality issues

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Going Digital: Where do you start?

Successfully leveraging the power of modern technologies, digital

workflows and migrating to the digital enterprise is a function of

prioritization coupled with effective execution

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Prioritization is key

Zinnov has identified key areas to start off with for each

vertical. Further, our prioritization framework can help your company identify

which workflows to digitize first for maximum benefit and

impact31

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Attack priority matrix for different verticals; Organizations need to attack different functional areas with varying priority depending upon their industry vertical

High Medium Low


Workforce & Partner

Collaboration



Risk Management

Products & Services

Retail

Media & Entertainme

ntTravel &

Hospitality

BFSI

Telecom

Healthcare

Energy & Utilities

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Long TermPriority

Medium TermPriority

ImmediatePriority

A second level of prioritization needs to be done for every individual workflow within each functional area; this will depend upon individual characteristics of the company

Workflow prioritization framework for each individual functional area:

Workflow XX

Workflow XX

Workflow XX

Workflow XX

Workflow XX Workflow

XXBusi

ness

Impa

ctEase of ImplementationLow High

Low

HighCalculating Business Impact1. Return on Investment: Top-

line / Bottom-line Improvements

2. Customer Base: Scale and pace of growth enabled by given workflow

3. Customer Experience: Increase in customer satisfaction / overall improvement in experience

4. Business Risk AssessmentCalculating Ease of Implementation

1. Talent: Availability of the right talent / ease of bringing in talent2. Technology: Usefulness of existing infra / tech investment

required3. Organization: Stakeholder buy-in / Ease of restructuring / ease

of realignment of roles etc.

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The key to execution is setting up an Enterprise Digital Lab; An Enterprise Digital Lab will turn your digital transformation initiatives into a program that can be repeated effectively

Critical enablers for setting up an Enterprise Digital Lab

• Introduce Digital Roles

• Hire and Acqui-hire Digital talent

• Foster product development capabilities

• Implement Distributed Agile

• Implement a Scaled Agile Framework

• Implement Multi-Speed IT

• Introduce modern technologies & tools

Establish partnerships with:

• New age tech cos• Service Providers

with Digital DNA• New age startups• Universities

People Processes Technology Ecosystem Connect

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Zinnov’s comprehensive study on building a digital

organization by implementing initiatives like the Digital Lab should come in handy as your company

gears up to go DigitalFor More:

www.digital.zinnov.com

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