Optimus has always been looking for ways to operate more efficiently. Thus, we have undertaken many tasks like optimizing processes, automation, training, quality management... Sometimes we succeed, other times we don't make progress.
Some time ago, we asked ourselves how to:
Systematically undertake all these tasks.
Ensure consistent progress rather than fluctuating results.
Implement changes comprehensively rather than in just a few processes at a time.
Have an overview to understand the overall progress and the progress of each department.
To answer the above questions, I have created a framework to guide and monitor this process. This can be considered a digital transformation framework if digital transformation is simply understood as the journey of applying technology to operate more efficiently. This framework is applied to the marketing business unit of Optimus, however I think it can still be applied more widely to other industries, you can refer to and customize to suit your business.
Some main principles:
Process Levels
Process Levels: Viewing each process at multiple levels helps shift the question from 'Is it possible to develop a process for this task?' to 'To what level can a process be developed for this task?' With the former question, people often hit a dead end because people usually choose 'no' when encountering some difficulties, but the latter question opens up directions to move forward, not standing still even if progress is limited.
This also reflects the reality that some tasks can be highly automated, like accounting and data analysis, while others are more challenging to automate, such as customer consulting and banner design. However, almost every task can be systematized to some extent, varying only in the degree to which it can be done.
We are defining the following levels:
Guideline
A description of how to perform a task for newcomers, possibly including images, charts, and examples for easy understanding.
To do
Instead of deriving tasks from guidelines, this level breaks work into ordered tasks, each with clear execution instructions and examples (if available).
To do + filter
For jobs with many sub-tasks, filters can significantly shorten the process of selecting necessary tasks.
To do + auto assign
Rather than manually filtering tasks, assigning deadlines, and tasks, the system automatically selects, assigns, and sets deadlines based on certain inputs.
Template
Pre-made templates close to the desired final result, requiring only minor additions. E.g., contract templates, slide templates, report templates…
Semi-automation
Partial automation of a task, with some parts still requiring human intervention. For example:
Full automation
Complete automation of a task, requiring no human involvement. For example:
After setting up the process levels, you will need to list all current processes and assign levels to each process. When completed, this will be the starting point of your digital transformation journey.
Based on my experience, each process should be gradually upgraded step by step. Lower levels provide the foundation for advancing to higher levels. Progressing incrementally makes the process easier, constantly giving you a sense of progress and motivation to continue. Trying to skip levels can make things more difficult and lead to discouragement in case of failure.
You can certainly apply this to all departments simultaneously, enabling everyone to build processes based on these levels. From the 'To do + auto assign' level onwards, you might need tech/IT team support, but other levels are entirely within each team's capability to implement on their own. Instead of waiting for a process team to traditionally move through each department, this approach accelerates digital transformation and gradually builds a foundation to make the tech/IT team's work more convenient.
Operation levels
Creating and operating a process are two different tasks. These operation levels provide insight into the deployment status of processes and the operational standards being used. It includes:
Not operational: The process has been created but not yet implemented.
In operation: The process is being operated as designed.
In operation with QC (Quality Control): There are clear quality control criteria, with a person or system assessing these to ensure the process operates correctly and efficiently. Regular quality control also helps identify and timely adjust any shortcomings in the process
Training levels
The higher the level of the process, the simpler the training becomes. However, training is always necessary to understand and correctly operate the system, and to adjust the process when needed. In most cases, a guide is still required, but with better tools, guidance becomes easier and quicker, including:
Guideline + Example: Guidelines are instructions to follow, with examples illustrating how to apply them in real situations.
Guideline + Test: A test assesses each trainee's understanding and application of guidelines in real situations
The test should be designed to simulate almost exactly the trainee's actual actions while working.
For example, in training for direct customer consulting, the test should involve a role-play where someone acts as a customer, meets face-to-face, and asks common questions for the trainee to advise on. A multiple-choice test in this scenario wouldn’t be sufficient to assess, as a trainee might do well in the test but struggle in real interactions with customers.
The test should simulate real actions closely. For instance, in customer service training, it should involve role-playing with common questions. The test should cover at least 80% of real-life scenarios, with the remaining 20% learned on the job or through case-by-case guidance.
The test also helps identify who is ready to operate the processes and who needs more training
Score system
The starting point of the digital transformation journey is a list of processes with their initial categorization.
The endpoint is when all processes reach the highest level in every aspect. However, reaching the end might never happen as businesses continually change and new technologies and tools emerge.
To stay on track in this long journey, a progress tracking mechanism is essential. Optimus uses a simple scoring system as follows:
Process Score = Process Level Score + Operation Level Score + Training Level Score
You can refer to the image below for the scoring system we are using.
With these numbers, it's easier to monitor overall progress, departmental progress, set quarterly/yearly goals, and apply reward mechanisms upon achieving goals.
Conclusion
This framework has been very useful for Optimus in its digital transformation journey. I hope this post has given you some ideas for your own journey. If you intend to implement it in your business and need support, feel free to contact us at contact@ optimus.vn.