The sustained digital revolution impacts all operational procedures, which extend from development and production to marketing and CRM. How can one design this transformation in companies to be efficient and sustainable? What kinds of impacts will it have on the company’s organization, management, and employees?
Technical “revolutions” have always been around. Usually these were based on an individual new technology. Several technologies all at once, however, are what distinguish today’s digital revolution. They are taking away the livelihood of many traditional business models, distribution channels, products, and services. This means that they are “disruptive”, which has substantial impact on people’s careers and lifestyles.
In our view, the digital transformation begins in your mind. This change in mindset creates the prerequisite for a corporate culture that first makes constant change possible. Resolving the digitalization “problem” is not completely taken care of just by expanding the IT department. The optimal digital strategy is also an intellectual and cultural task that is closely interwoven with the technical tasks in the implementation of the digitalization.
Among the existential cultural values in the age of digitalization is the ability to react to the market agilely and dynamically. These values are exhibited in the spirit of a startup. When put into practice, this means flat hierarchies and thus quick decision-making processes. Our experience shows that they also work in larger companies across several hierarchy levels. We provide support with this cultural transformation.
The startup mentality represents approaches, processes, and conceptual design tools that have broken fresh ground in the economy in the past 20 years. The “garage” functions as an experimental laboratory. In a close dialog with the user, extraordinary customer experiences have also emerged that were based around finely coordinated touchpoints.
“Service design thinking” summarizes the concept, tools, and processes behind this approach. In the course of the digital transformation, it’s all about companies successfully putting it into practice. This also applies to traditional business units like controlling, marketing, and sales.
What is the secret to an optimal customer experience? It’s well-devised customer and internal journeys. The customer journey begins with the customer’s first contact with the product and extends to the product’s recycling. The internal journey, on the other hand, describes the product’s internal company processes. PEC leaves nothing to coincidence in the design of both journeys.
Adapting existing processes seldom works out. We often recommend subjecting the user experience to a general redesign. This way, the process can be planned more efficiently and with a more precise customer focus. The redesign also includes coordination among all involved organizational groups. These must be moderated.
We help companies in the holistic implementation of the process of digitalization within the company. To do this, we identify improvements and plan consistent processes. We support the design of internal and customer journeys. The teams on the customer’s side of things benefit from our native competencies and receive the necessary know-how for user experience and design.
There are 6 themes currently giving shape to the process of digitalization:
An integrated, interdisciplinary practice for efficient sustainable and customer-oriented product and service development. It contains different approaches and processes for design, management, and process engineering.
Lean Process Design
A systematic approach for the rationalization of processes, avoiding redundancies, and the promotion of a culture of continuous improvement.
Big Data Analytics
Collection and systematic evaluation of large amounts of data. The analysis of various customer data, for example, allows for valuable information on customer behavior and needs.
RPA – AI-Supported Process Automation
Robotic Process Automation (RPA) automates business processes with software for robots and bots (algorithms). In customer support, social bots are already taking over a portion of the communication, relieving employees of time-consuming, monotonous tasks, and increasing process efficiency with substantial cost savings.
Language recognition, AI, analytics for new services and social bots used in the back office and in customer relation management (CRM). New providers offer services that make the development of an isolated solution unnecessary. Business process outsourcing, however, requires thorough market research and technological analysis of the processes.
Industrial Internet of Things – IIoT
The IIoT is the networked control of varied smart machines to extensively automated production, procurement, and logistics processes through advanced analytics. The IIoT goes beyond the mere networking of devices to the Internet of Things (IoT).
The IIoT increases efficiency and productivity through the combination of real-time machine-to-machine communication with industrial big data analytics.
PEC analyzes and assesses optimization potential through IIoT. We evaluate existing technological platforms and the potential benefits of a self-made solution. We provide assistance in all aspects of these complex projects. The IIoT is a sophisticated component of the digital transformation – with great impact on production organization, employees, and partners.