Many employees tend to complain about work-related inefficiencies as much as Wisconsinites bemoan the craters (aka potholes) left in the roads each winter. In response, companies usually acknowledge that making improvements is critical, and do their part in researching Enterprise Resource Planning (ERP) options. But, are all work-related inefficiencies exclusively due to a legacy system? Are people jumping the gun in assuming so, or are they misidentifying a process problem? Could some of these issues disappear by making a few simple process adjustments? Without empowerment and support, all the technology in the world won’t move your business forward.
There is no exact formula to determine if a problem stems from a bad system or a bad process; but asking yourself some basic questions could help you figure out where the problem lies. For example:
- Would implementing new process improvements really resolve the problem?
- Could implementing new system functionality resolve the problem and also provide a competitive edge?
- Do the system benefits outweigh process benefits?
The following steps should aid you in your diagnosis and decision-making:
Create a problem Inventory
Interview Subject Matter Experts (SME’s) from the various departments affected to develop a problem inventory list.
Identify process-related problems
Identify all process-related issues from your inventory list. Ask yourself: What is the root cause of the problem? Is there a lack of communication, lack of enforcement, or lack of an actual process? If you answered yes to any of these questions, the problem likely stems from a process issue.
Examples of process-related problems include:
- A customer is upset that they’re getting bounced around
- Sales Agents aren’t required to track or manage lead information
- No official process for returns exists. (If an actual documented process cannot be provided, there probably isn’t one.)
These items may also range in severity. While going through this process, consider assigning priority levels or at least identify quick fixes.
Make process improvements where possible
This step is important because it improves overall business processes and productivity by making identified improvements. It also validates problems that can be resolved realistically. This step may take a few weeks to a few months to transpire, but it provides important insight and brings the process to the next step.
Focus on system-related problems
Once process-related problems are identified and resolved, one is able to ascertain that the remaining problems are system-related and decide if a new ERP system would be advantageous.
Examples of system-related problems include:
- No visibility to inventory availability
- Multiple customer masters, item masters, and vendor masters
- Manipulation applied to reports (current system lacks reporting functionality)
This step will not completely resolve a company’s problems and inefficiencies, nor will it guarantee employee satisfaction. It will, however, allow for a more focused approach when considering solutions. It also provides the added benefit of some inexpensive process improvements along the way.