BSC-Newsletter

 

Workflow Provides Consistency

   

"Your customers want consistency. Automating routine tasks that traditionally are not automated, even with state-of-the-art accounting and ERP packages, provides your firm with reduced variability".

  Workflow management is a tool to better manage and control many daily activities and projects that have never been automated before and can greatly impact the success of your business. By revealing the activities between people, workflow allows companies to have planning and control needed for an accountable and manageable picture of day-to-day operations and corporate projects.    

    First we need to understand workflow and how it works. You can think of workflow as the natural progression of e-mail. We humans thought we were pretty advanced with telephones to communicate. We then moved to faxes and then to e-mail. All, of course, are good tools but with one missing component: no easy way to follow up and be assured that the request was completed, and completed in a timely basis. There was no way to get an alert that a request was overdue. With workflow you can take your company to a new level of efficiency and customer service. 

    Let’s look at just one example of a workflow item. You are attending a business show out of town and have met with a prospect that you have long tried to get as a customer. He is now interested and you want to get information to him on your products. Since many workflow systems are browser based, you use an internet connection to set a “Literature Request” workflow task for an associate to mail certain marketing items to this new prospect. Automatically the system sets up this task in the appropriated individual’s "workflow"       

    They see it immediately and fulfill the request. When the workflow item is completed, you can see this as well as all other details. No need for follow up calls or e-mail to see if the item is completed. A list of work flow tasks is available for your review. In addition, a record of the item is kept so in the future you can review when certain material was delivered. Clearly a very cost effective way to communicate with associates and follow up.    

    The above example was one of an internal request. However, customers, dealers, or even vendors can be the originators of requests as well. For example, customer support issues can be tracked through the system.    

    A workflow task (requests) can consist of several steps. Each step is pre-assigned to an individual or “role” and flows to that entity. Tasks can be generalized as creation, approval, completion, or processing. There can be dozens and dozens of pre-defined request types waiting to be utilized.  

    By making individual workflows and corporate goals visible, an organization can spot redundancies and decrease errors, while at the same time increasing productivity. With accessibility to the same information and the same set of rules, your company can become more responsible, reliable and proficient.   

    If workflow intrigues you, call at 216-823-1800 for more information   

       "Automating your daily operations doesn’t just eliminate waste and paperwork, it puts power and value into everything you do"