Managing workflows in Salesforce – On the frontlines
by Jonathan Sapir, on
Start managing workflows in Salesforce!
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?
If your company looks anything like this, becoming a Customer focused company. is going to be a bit of a challenge. But it can be done by managing workflows in Salesforce!
On the frontlines with collaborative workflows
All employees are ultimately knowledge workers and the role of the firm is to both encourage and support problem solving by all employees.
– John Hagel III, John Seely Brown and Lang Davison, Harvard Business Review Blog Network
The frontlines of the organization, where the company interacts with its customers, is a dynamic and unpredictable world where workers must respond quickly to constant change and deal with an environment full of exceptions.This requires workers to interact with disparate systems, rationalize multiple versions of data, deal with fragmented business processes, and constantly communicate and collaborate with others.
In this environment, there is not a lot of time to think about being a Customer focused company.. Fred is one of these workers. Let’s explore his world.
Fred is a typical knowledge worker. His work requires improvisation and the use of judgment in ambiguous situations. Many of these improvisations require interactions with his fellow humans. In this sense, all employees are ultimately knowledge workers and the role of the firm is to both encourage and support problem solving by all employees.
Fred has a lot of problems to deal with
Fred lives in a dynamic and unpredictable world. His success lies in his ability to coordinate many information feeds, harness personal connections, and process interactions. His ability to navigate this maze effectively and quickly is based on knowledge that is rarely written down or readily available to others.His actions and decisions are often driven by unexpected events and exceptions to documented business processes. He has to deal with the growing amount of information and the growing complexity of relationships and regulations in the global economy.