Digital Transformation and AI

Module 1 – Huge Benefits

Description: By digitizing information-intensive processes, costs can be cut dramatically and turnaround times improved by several orders of magnitude.

Key Topics:

• The rationale behind replacing paper and manual processes with software
• Why automatically allow businesses to collect data that can be mined to better understand process performance, cost drivers, and causes of risk.
• How generating real-time reports and dashboards on digital-process performance permit managers to address problems before they become critical.
• Case examples: supply-chain-quality issues can be identified and dealt with more rapidly by monitoring customer buying behavior and feedback in digital channels.

Module 2 – Working Backwards

Description: Start at the end state and work back when reinventing your processes

Key Topics:

• Challenge everything related to an existing process and rebuild it using digital technology.
• How digitization can enable processes to be fundamentally reconfigured. For example, combining automated decision making with self-service can eliminate manual processes.
• Why successful digitization efforts start by designing the future state for each process without regard for current constraints – say, shortening a process turnaround time from days to minutes.
• Once a compelling future state has been described, constraints (for instance, legally required checks) can be reintroduced.
• Why challenging each constraint is required – corporate myths can be quickly resolved through discussions with customers or regulators?

Module 3 – Tackling End-to-End Customer Experiences

Description: To tackle an end-to-end process such as customer onboarding, process digitization needs

support from every function involved in the customer experience including the end customer.

Key Topics:

• Digitizing select stages of the customer experience to increase process efficiency.
• Determining and solving burning customer issues.
• Using process mapping (brown paper exercises)
• Securing multi-functional team and customer input to critique and identify critical elements and locate potential areas for improvement.
• This can, also, improve lines of communication and ensure a true team effort.

Module 4 – The Digitalization / Artificial Intelligence

Process Description: A step-by-step guide to the digitization process

Key Topics:

• Case examples and an overview of the end-to-end process
• Building in-house capabilities to create a center of excellence with skilled staff that can be called upon to digitize processes quickly.
• How to build the required technology components in a modular way so that they can be reused across processes, maximizing economies of scale.
• Securing strong board level support to align all the stakeholders, while all other decisions should be delegated to the project team.

Module 5 – Moving Quickly

Description: Traditional IT-intensive projects deliver a return only at the end of the project. Digitizing endto- end processes one by one, however, can deliver improved performance in just a few months.

Key Topics:

• Building in-house capabilities and momentum by undertaking one or two pilots and then scaling rapidly.
• Moving quickly isn’t always easy. Often, internal business decision-making causes bottlenecks rather than IT development.
• How to measure whether digitized processes improve bottom lines and delight customers.
• Allocating costs to end-to-end processes and benchmarking against peers.
• Back to work action planning