When a company decides to enter the mobile world to solve a business problem must evaluate the entire environment, typically companies think sales, but there is evidence that today a large percentage of the population remains a large number of hours checking cell , just walk around some of our major cities in the world and watch people using their phones in different ways including email, calendar, time control, job control, business applications, music and more. However, in the business area, the solutions go beyond email and more each day to help improve business.
Some lessons learned to carry a mobile business process solution are presented.
Most important is the business not the application. Many times when looking for a mobile solution is intended for applications that exist in the market, but leave aside the business need. When thinking about implementing a mobile solution first time should be the business needs and how to improve it implement the solution; is not just an issue of money, rather improve factors such as: quality of life of employees, brand connection, response time, connection to a target market or implement any campaign to send a message.
Only mobilize the necessary process. When the process is evaluated to mobilize (convert mobile solution), the error made is to want to automate everything. The following statements are always common: phone functionality should be equal to the existing administrative system in the office, with a button should be created order while recognizing the customer location, in addition to touch a button and get the payment, invoice and merchandise in real time; all this is possible but it is recommended to start developing processes in steps, so the end user experience will be incremental. It is not an absolute rule, but it can become a best practice.
If business processes are defined, it will be easy to mobilize. Many times you want to mobilize a business process and is not stable or is not working the company, the recommendation is to start processes that are stable within an organization or have a high impact on your redesign. If business processes are defined, it will be easy to mobilize. Many times you want to mobilize a business process and is not stable or is not working the company, the recommendation is to start processes that are stable within an organization or have a high impact on your redesign. A typical example is the process of collection or revenue bills, often wants to mobilize, but there is no an order or an administrative system in the "back-end" to support it, which often supersedes the moving process.
The integration or administrative or systems with some "back -end" . It is important to define whether the process to mobilize must be integrated with a legacy or just persist in solution or mobile web platform system. At this point there are several factors, the most important are the integration method, and how to synchronize and the amount of data of course. Sometimes if the mobile solution is not integrated, this does not add value, since it can generate double work, this is an example of a sales system that collects order, but does not have real-time inventory, or must write it again somewhere else after it conducted vendors on the street, but for certain business models is not necessary to integrate, as is the case of mobile information systems and insurance rates, corporate sales plans, business requirements for which update information is performed periodically and the mobile user can view the information by simply consult.
Service level in the chain is the most important. All mobile solution has different edges that can affect the level of service. Implementation is the top of the chain, however depends on additional factors such as: network, mobile equipment and the volume of data to be handled. Each of these factors must be reviewed when deciding on a mobile solution below some details of these elements:
- Network: the mobile solution must be able to withstand drops and intermittency in the data network of the cellular network, sometimes not considered this point and applications fail or data is lost when the cellular network fail. Similarly the ability to transmit and send information using channel aligned with the operator network architecture of the company where the solution is.
- Mobile device: depending on the solution must be important storage capacity, processing device and the operating system itself. A typical example is when paging capacity of devices that do not have GPS, or a space requirement that the device is not desired. Also you can not forget the usability of the device, ie the intuitive ease management and management application on the phone.
- Application: Must be simple and intuitive, though that process will depend performed. For example, a survey application should be quick and easy writing, but an application of risk analysis should be able to handle more information.
- Volume data: Although cellular networks have improved, the volume of data is a very important element to evaluate. Evaluation Factors you should consider what information should stay on the phone, which should be applied to a system of "back-end" and what should be created, modified or re-located. There are examples of efficiency in some applications of social networks like twitter, where in some cases the information is requested on demand and not sent to the mobile in a first interaction.
Once a process is mobilized, never returns to the role. If it was successful implementing the mobile application to improve a process, you will never want to do anything manually. The power of having real-time information and make decisions based on them, makes mobile solutions become addicted users.
Everything should be based on a return on investment. There are different models to measure the return on investment, what should be important to implement a mobile solution that will possible cost reductions and improvements to evaluate, in addition to this can be measured. Benefits are often ignored because a proper analysis is not made. Common factors to consider include: hours of work not completed offices, sales to customers in arrears, double work in transcription, high wait times for lack of information, long-time collection, reducing the days of the portfolio, inconsistency in information, lost sales by not having the information.
Card of the author:
Francisco is a founding partner of eServices Kiberno CA, founding member of the Venezuela chapter of Mobile Monday. He has worked as a consultant for various companies including Xerox, Ernst & Young and Hewlett Packard. Kiberno (www.kiberno.com), is an innovative company, a leader in enterprise mobile solutions, Partner and Elite BlackBerry and has experience in mobilizing enterprise business process in different companies in Latin America.