I’ve had a frustrating day and have experienced what it’s really like when the computer says no.
This happened with a large mobile phone provider but it could have been any one of a number of large companies who try to do customer service on the cheap with poor systems.
The young lady at the end of the telephone told me that despite the fact that they had made a mistake and taken over a week to confirm this that there was nothing she could do to put it right for another 90 days. It appears the system wouldn’t let her.
We all make mistakes and its not that we make them that causes problems it’s how we put them right (or don’t). If companies insist on automating much of their business then they must do it properly. Systems that are incapable of being overridden by humans are a recipe for disaster. Science fiction is full of them.
Automation should be carried out in a way that enhances the customer experience and adds to the business. Done this way it can make so many things more effective and is a good thing. Automation that is purely done to save money and reduce headcount is almost universally a bad idea.
Hands up everyone who prefers to be told to press this button followed by that one by an automated voice rather than be helped by a well trained human.
So, let us be clear. Automation , A I and the general benefits of Industry 4.0 techniques are good things when employed properly but badly done will lead to all sorts of problems and loss of business.
Ask yourself the following: Does this automation project really make the business more effective? If yes, go ahead, if no, then it doesn’t matter how much money you save, don’t do it. Remember that effective is different to efficient. Effective leads us to our and our customer’s goal.
It’s not rocket science – or is it?
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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