A common challenge among companies is increasing information flow while decreasing the 'noise' that gets in the way of that flow. Typically, companies are tracking information needed for effective process management. That said, many times that information is not easily accessible by many interested parties. Part of this is by design, but ultimately knowledge is power.
This lack of access to information can result in huge volumes of phone calls, emails, faxes and unnecessary data entry. The goal of this blog is to share some ways we've seen companies use web applications to increase transparency and communication. Here are some examples of challenges we've overcome on behalf of our clients.
- A long time food/restaurant industry client has over 1,000 franchises around N. America. Each week, they receive sales information on volume/units used. This used to require a manual process of phone calls to each franchisee by a corporate staff member that filled out a paper form. That form was faxed to corporate headquarters where it was then manually entered into a computer program. CWD made the input form available online so each franchisee could fill out sales data each week a d submit it directly to the database that previously took multiple steps. This freed up the corporate staffers' need to be involved in the process. It also reduced the data integrity concerns of having data entered twice by corporate staff. This was a powerful upgrade, no question.
- A footwear and apparel client of CWD was experiencing challenges with communicating quality control issues between international retailers, distributors, corporate and manufacturing in China. There was a imperfect method of reporting these issues and lots of potential for reactions that did not fit the challenge. By taking this detailed process on line, the information flow and response to quality issues has become much more efficient for all parties involved.
- A custom bike builder client keeps close watch on where each bike is in the build process using an internal spreadsheet detailing progress. This information is critical to running a smooth and efficient business for them. Their customers (bike shop retailers) also want this information so they can report to their eager customers about bikes on order. We are working to make this (currently) internal information available through a secure dealer area on their site. By simply making existing data available to a broader group, the level of service offered by the bike builder will dramatically increase.
In all these cases, there were significant shifts in who/what does the work, while also increasing transparency.
- This can cause discomfort because sometimes we don't want certain players to have all the information on a situation. It can be embarrassing when things do not go as planned. (Though we can manage who sees what based upon user profile settings.)
- Also, some members of the team may fear that their value to the process is being replaced by technology. A shift like this definitely cuts both ways.
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