I am not a Luddite
Technology is a good thing. As it evolves we find new solutions to problems:
- We invent new applications
- We write new algorithms
- We build new tools
- We develop new drugs
Technology pushes us forward.
Technology needs specialist knowledge
All that new technology is difficult to get your mind around.
People need deep specialist knowledge to use it.
Forty years ago if you wanted a business loan you would have had a chat with the local bank manager. You would have explained what you needed the money for and he would have made a decision.
Now if you want to borrow money a specialist will check your credit score. A second will work through the business and location risk and somebody else will run a fraud check.
The lending decision will be a stronger one. The loan will be better priced. Defaults go down, and so does the cost of credit. The economy becomes stronger. Progress.
Progress comes at a cost
What one man used to do in a day now takes 5 men a fortnight.
The quality of outcome may be better. But the cost and time it takes become disproportionately greater.
- 2 specialists can only have 1 handoff
- 3 specialist have 3 handoffs
- 4 specialists create 6 handoffs
The cost of coordination
As we become more technically specialised the amount of coordination required grows exponentially.
Ten specialists in ten technologies create forty-five possible handoffs. That is before you need a third opinion. If your G.P. has ever referred you to a large general hospital you will know exactly how those handoffs feel.
Focus on the handoffs
To deliver a better service to your customers, invest in the latest technological advances. Then obsess about the way you coordinate them.
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Image by Beatrice Murch
I think you make an excellent point, James. The handoffs are absolutely where things fall apart and are so critical to get right. Have any tips to ensure they become a success point instead of a painpoint?
Annette :-)
Nothing too insightful I’m afraid Annette. I guess the trick is to be aware of them, though it is human nature to worry about our specialism and to hell with everybody else. On a positive note if it wasn’t for human nature I would be out of a job.
Thank goodness for that. :-) And yet, I agree awareness is key.
Hello James,
Recently I turned up (at a non-busy time) at the A&E section of the local hospital. And I experienced that which you are talking about.
First the receptionist. I tell her it is an emergency. I show her the paperwork from my neurosurgeon which spells out the nature of the emergency and why it needs emergency treatment. She is totally deaf to this. But polite. Wait – twenty to thirty minutes. Someone calls me. Relief – I am about to see the doctor who I can have an intelligent conversation with. Stupid me. Turns out to be a nurse of some kind. Answer questions. Then wait – for another 30 minutes or so. Called by a third person. Junior doctor. Third time I tell the same story, show the same paperwork….
What was the end result? I turned up at around 9:30am on Wednesday morning. I get wheeled into theatre at 9:30pm. Why? Because it is an emergency and if they do not operate then i am likely to lose the use of my legs, my bladder….. Why did it take them 12 hours after I told them it was an emergency. Relays – one after another. Three folks involved before I get to talk to someone who knows what I am talking about. Then blood test. Then MRI scan. Then first doctor satisfied it is emergency and passes me to doctor that specialises in lumbar surgery. She then has to wait for her boss (the head surgeon) to become free – he is busy in theatre. Finally, he sees me and makes the decision to operate.
On a recent business transformation programme we were debating principles to drive the transformation. Desired outcomes included superior revenues and margins based on delivering a superior customer experience. One of the principles that I advocated for was this one “No relays”. After debate it was adopted. However, effecting the change that this involves is another matter – too many people with too much to lose given that their only importance is being a relay.
All the best
maz