Value creation is more and more based on intellectual activity rather than manual dexterity or brute strength. But we continue to use the management and organizational structures that worked for the factory and the field. Here success was determined by standardization and efficiency. These in turn demanded adherence to a set procedure. We used people as cogs in a machine when we could not devise a machine to do the job.
Ian James, The Process Consultant
For the past two decades, much of the focus for information technology deployment has been on automating or even eliminating less-skilled jobs. This has been largely effective, and organizations today are able to do far more with fewer people. Workers today spend less of their time on routine tasks than was possible just ten years ago.
These types of automated systems are givens, commodities that can add little additional value to the organization. What are left are the unstructured business processes that have received little attention from management until now.
Harnessing and coordinating these unstructured processes in a way that provides customers with a consistent, cohesive and agile experience is what is needed to become a Customer focused company.How do these unstructured processes manifest themselves in the organization?
Ideas for new solutions will spring from half-baked applications created by lay users who may start down the path toward a solution, but may lack the expertise to finish it.
–Mashup Corporations: The End of Business as Usual, Andy Mulholland, Chris S. Thomas, and Paul Kurchina
There are going to be times when users need someone with analyst skills to help them better define a complex Salesforce process. There are also going to be times when IT or third-party developers will need to be engaged to code some specific functionality for complex Salesforce processes.
We must learn to cocreate the future and use an improvisational model for strategy that embraces uncertainty, emerges from execution, engages individual creativity and learns by testing many hypotheses.
– Mike Rollings (Gartner), Citizen Development: Reinventing the Shadows of IT
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