How Informed Employees Support Process Improvement

Process improvement can be defined as the proactive task of identifying, analyzing, and improving upon existing business processes within an organization for increased optimization. It is an ongoing practice that should always be followed up with analysis of areas for improvement. The results of process improvement can be measured in the enhancement of product quality, customer satisfaction, customer loyalty, increased productivity, development of the skills of employees, efficiency, and increased profit. Field representatives who are enabled with technology solutions that improve efficiency are empowered to support process improvement within their organization.

Communication

Change won’t occur in an organization if employees do not communicate their concerns and ideas with managers. Communication aids in creating visibility amongst members of an organization; This allows employees and managers to understand which processes are succeeding and which ones need to be altered. Employees will be more engaged if they are involved in process improvement because they will come to realize how their individual suggestions benefit the entire organization. Additionally, improvements to current business practices will affect their daily work lives.

Effective communication tools are essential for field reps to relay their process improvement recommendations. The real-time instant messaging and group announcement functions of certain mobile software solutions make it possible for employees to avoid decision paralysis and create process improvements within their organization faster than ever before. For example, imagine that a field rep who is out on a client visit notices that a promotional campaign for a particular product doesn’t look appealing to consumers. He or she can send a message to management instantaneously describing the issue. The manager and rep can either work out a solution immediately or begin thinking about how to fix the problem without further delay. Had this system of communication not been in place, the inadequate promotion would have remained in the store, causing a loss in potential customers. Although seemingly insignificant, small incremental changes as demonstrated with this example compound over time to form considerable competitive advantages.

Data Collection

It is impossible to enact change without data about which business processes are working successfully or unsuccessfully for an organization. Field reps act as the on-site “eyes and ears” of managers who cannot physically see job function process improvement opportunities for their employees. Fortunately, there are Field Activity Management software solutions available that provide reps with a means of fast and accurate data collection directly from their mobile devices.

With a mobile data collection capability in place, reps can acquire various types of information about clients including notes about past visits and customer satisfaction levels. Mobile software solutions also allow reps to conduct merchandising audits that document product stock levels, the success (or lack thereof) of promotions and pricing strategies, and competitors’ in-store activities. Certain technologies are even equipped with geotagged photo sharing abilities that can supplement verbal communication between members of an organization. What’s more, with a mobile software solution, employees can share this invaluable data with back office management in real-time and store it in the cloud. Having this capability lets organizations implement procedural changes rapidly or refer to the data at a later date.

Once data has been compiled, reps can access it as needed when meeting with clients. A practical example of how fast access to organized data promotes customer satisfaction lies in the following scenario: The general manager of a given retail location is out sick and another employee is acting as his replacement for the day. This employee doesn’t know how much of your company’s product needs to be ordered to meet the consumer demand. A field rep can pull up purchase orders from prior visits to that location and see exactly how much product was ordered. As a result, the client is put at ease and your product is properly stocked. Such an example highlights how business practices are improved when employees are empowered with knowledge derived from data.    

Process improvement should be a continuous effort in any organization. Employees who utilize software with effective communication and data collection functions have the ability to correct processes that are stifling growth. Furthermore, these functions bring process issues to the attention of management who can then remedy them promptly. If organizations constantly work to improve their business processes, they will keep their clients satisfied and outperform competitors.