In so many areas of our lives we are experiencing robotics and the technology is rushing ahead along with the associated AI. Done well robotics is undoubtedly efficient but are robots effective?
What many businesses and other organisations forget is that the success or failure of their product or service is often as much about psychology as it is about economics and technology. Take the hotel trade as an example.
If I am away on business and staying in a standard box hotel I would probably be quite happy to go through an automated check in even with some form of robot carrying my luggage to my room, an automated mini bar etc. etc. However, if I am staying in a high class hotel or a small b & b the reason I am there is for the human interaction. Yes, it would be possible to be met at the door by a robot which always remembered my name and never got it wrong, efficiently called me a taxi, opened the door for me at just the right moment and did everything to a level of efficiency that no human could ever expect to match. How much would I hate that? Together with almost everyone else who stayed there. Efficient, yes, effective, no.
You can think of the same example with so many things.
I have nothing at all against technology. In fact generally speaking I love it but ask yourself, is technology making you more effective or just more efficient? It’s a point so often missed. The numbers often do not reflect the psychology and it is often the psychology that is the difference between a customer coming to you and someone else.
As I said in a previous blog https://www.wellsassoc.co.uk/whats-the-difference-between-efficiency-productivity-effectiveness/
there is a great deal of difference between effectiveness, efficiency and productivity.
Never forget it’s the sizzle not the sausage that people buy https://www.wellsassoc.co.uk/it-got-me-thinking-no-10-every-sausage-needs-a-sizzle/
If you want to look at this further we have both manufacturing and service simulations to enable everyone to be more effective then please contact us for details – https://www.wellsassoc.co.uk/contact/
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