Commerce Supply Chain Customer & Team Experience

Commerce Supply Chain Customer & Team Experience

The first, in a series of discussions on automation's place in workflow and its ever-evolving effect on business culture and innovation.

Creative thinking is valuable to solving business problems but if the creative talent is spent reformatting and doing grunt work, how can businesses adapt and grow quickly?

When supply chains are disrupted by natural disasters or market forces companies are forced to reevaluate their supply chain strategy. Historically supply chains have been managed with a focus on securing the lowest price for goods even if it means higher prices downstream. Modern supply chain management takes much more into account—weather patterns, political climates, international trade agreements—while also taking advantage of new technologies to facilitate supply chain relationships. One example is 3PLs (third-party logistics providers) who manage inventory across supply chains to keep costs low while focusing on speedier delivery times without sacrificing product quality. Underpinning

Grunt work, creative work, and human contribution.

Search for talent, retaining talent is as much about providing opportunity and fulfilling work environments as is it getting the most out of that talent. Before jumping to any conclusions on that last statement, "getting the most out of that talent" is not about cracking the whip, it's about providing what your team needs to continually add value to your business.

In your workflow, identifying the most fundamental human touch points simplistically put, involves finding those places and times where a human is required whether for their value judgement or creativity, for human to human interaction such as customer service, or for physical tasks. There's a lot packed into a deceivingly small list; it illustrates a key point: for every human touchpoint in your process the more you can provide timely, accurate, and insightful information and direction, the more you unlock your human team's ability to represent and advance your business objectives through their energy, creativity, insight, person-to-person relationships, and yes, still their physical capabilities.

Underpinning supply chains are supply chain management software that facilitate supply chain relationships by allowing companies to manage their supply chain from a central platform.

Today's supply chains require companies to be incredibly nimble, adapting to change with speed and agility. Constant disruption can cause supply chains to react slowly or even break down under the weight of too much work -- supply chains cannot keep up with constant disruptions and will break down under the weight of too much work.

Dashboards and Summaries.

A warehouse-staff dashboard itemizing exactly what orders have inventory on hand and committed to the client's order.

  1. dashboard provides staff with only ready-to-go orders and nothing else
  2. functions like shipping label printing, carrier-ordering all available in a single order-fulfillment screen

​​​​​This covers a fast fulfillment model. Before human staff even see the order, system automation determines right off the bat whether an entire order is fully available in that warehouse and then hands it off to a human's (via dashboard) who then executes the physical act of packing and shipping.

... your talent pool doesn't want to do grunt work. Having trouble attracting and retaining talent? Is your grunt work workflow grinding them down and driving them away? 

When it's not that simple,​ contextualize!

Providing specific problem-solving cases to warehouse humans gives them a focused context to work on. This automation example divides up orders that require additional human attention versus the ready-to-go orders from the previous example.

  1. partial orders may need warehouse-to-location transfers (hint, this could be automated too)
  2. supply chain disruption may require specialized staff to reach out to the buyer for to-the-minute customer service
  3. split order availability may require more human attention
  4. vendor or manufacturer contact may be required for customization or re-ordering 

What has been eliminated?

  1. inventory availability double checking: if it's on the screen, automation has already figured out what you can work on
  2. searching for carrier shipping order to print labels
  3. deciding if an order is ready to ship or requires human attention: automation has organized this for you
  4. human eyeballing text-list lookups: an especially risk-prone area to rely on constantly 

 

deliver package

 

 

Why is this automation such high value?

  1. humans are bad at boring tasks: all three of these tasks are basically grunt work
  2. your talent pool doesn't want to do grunt work, in addition they can sniff out failure to automate and it rubs them the wrong way; it's in their cultural DNA to see the workplace through the lens of app functionality
  3. humans looking up information to double check information that's already available is hugely wasteful, doubling or even tripling what should be a simple task
  4. drastically reduces errors: #'s 1 and 2 above are not only wasting your time-dollars, but they're increasing likelihood of errors which, in turn turns into lost revenue and diminished reputation

Your organization's view of itself changes from daily-grind, to constant value-building.

Driving Value at Scale

By identifying primary areas where procedures can be automated, you not only streamline processes, you create an avenue for scale. You're now able to process exponentially larger amounts of data with the humans no longer required for the grunt work. That could represent sales, inventory transfers, report generation, EFT/ACH/Bank payments, warehouse fulfillment -- almost anything you can think of.

Employers are looking for employees with supply chain experience who can connect C-suite executives with supply chain partners. If supply chains are disrupted by market forces companies need supply chain managers who can react quickly with dedicated focus on speed and agility

Driving Value at Complexity

When you automate process of deeper complexity you raise your game exponentially. As businesses start to embrace how to manage and grow the place of automation in their operations, they establish a new baseline for performance. This is a learning and culturally transformative experience -- you cannot overestimate how valuable this becomes as your organization's view of itself changes from daily-grind, to constant value-building.