Automated workflows for innovative results
The term innovation regularly comes up in every area of a company and at every management level - be it in the executive board, in product management or in customer care. Everywhere innovation is demanded, but often one does not know exactly how to promote it in a targeted manner and how to design it efficiently. A lot can be achieved with a process-controlled, collaborative innovation management.
The basic prerequisite for the efficient and effective use of untapped innovation potential is information from various business areas that can be digitally combined in one system and thus evaluated across the board. Possible innovation and optimization potential can thus be determined company-wide - in larger organizations even across locations.
End-to-end digitization as the key
In order to be able to process and implement identified potentials in a solution-oriented manner, digital innovation workflows are used. Various evaluation options help to identify patterns and trends and to optimally design the innovation process. As an integrated management system, IMS PREMIUM offers all the possibilities of digital information consolidation, control and evaluation. With the help of individually designed innovation workflows or digital forms, the flow of innovation can be optimally controlled.
Customer feedback as a pool of innovation
With the right tool, a customer complaint can be efficiently turned into something profitable. Let's take a closer look at a possible innovation workflow. The customer reports a malfunction of his product to the customer service department (annoyed) by e-mail. The system automatically creates a workflow or a process-controlled measure to be processed from the message received, which is then assigned to the customer service department for processing. At the same time, the system informs the customer that his message has been received.
The customer service can now correct the malfunction, but opens two additional measures directly from the workflow, so that the product and service quality can be secured in the long term (one measure for the product management and one for the customer service itself):
- Product management is interested in keeping product quality high and therefore organizes an idea-finding workshop to avoid such errors in the future. The results are documented in the measure and forwarded to the head of department for approval.
- After troubleshooting, the customer service personnel should be trained for optimum communication in such cases. All employees thus receive a training measure. After the training has been carried out, they confirm their participation at the touch of a button.
Success with a structural approach
Innovation, in whatever form, always requires time and creativity to find and develop ideas. Time that can be gained through automated processes and targeted information control. And ideas that can sometimes be collected and distributed from completely unexpected sources. Because sometimes all innovation needs at the beginning is someone who is annoyed about something ...
