Comments on: First things First- PROCESS before technology… http://www.onvectorconsulting.com/first-things-first-process-before-technology/ Line of Sight to Performance Excellence Sat, 04 Jan 2014 18:28:58 +0000 hourly 1 http://wordpress.org/?v=4.2.18 By: Links Customer Service Articles from “Performance Perspectives”… « Performance Perspectives http://www.onvectorconsulting.com/first-things-first-process-before-technology/#comment-28 Mon, 28 Feb 2011 18:55:20 +0000 http://performancemanagementperspectives.wordpress.com/?p=262#comment-28 […] First Things First- Process BEFORE Technology […]

]]> By: Redge http://www.onvectorconsulting.com/first-things-first-process-before-technology/#comment-27 Mon, 21 Feb 2011 23:58:52 +0000 http://performancemanagementperspectives.wordpress.com/?p=262#comment-27 I have made similar observations at companies I have worked with. I typically direct companies to focus on the process first with an attempt to keep the data local to the people that will be required to work with it. Any automation follows only when the team understands what should be automated and why.

Before we hand out calculators to our kids, we teach them how to do the math first. Once they understand the math, they appreciate the calculator and know what the “answer” actually means. At least in their minds eye, the kids will have some appreciation for what the calculator is doing. Similarly, they will recognize when the result is incorrect and deduce that something is wrong with the input.

By the way, we have machines that take tokens in our train stations, however, we still “man” the gate. Technology!

In short, hands-on (manual) before hands-off (automation).

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