It may seem a little crazy that I am still writing about this topic at this time. After all, mobile applications and technology have made great strides. Yet it turns out that it is far from always possible to successfully roll out that technology within an organisation. The reason? People often underestimate how difficult it is to use mobile apps properly and consistently.
That's a problem. Indeed, so-called customer-facing supply chains are increasingly using the accurate and up-to-date data from mobile devices in the field to improve the customer experience and make key supply chain decisions. If that data is wrong, the decisions based on it are wrong too. Fortunately, there are steps you can take to get the most out of mobile apps. I list them for you.
Seven steps for successful deployment of mobile applications in the supply chain
1. It all starts with a well-thought-out app. Keep the application as simple as possible. It is tempting to anticipate every possible scenario and collect as much data as possible. Unfortunately, this approach often ends up creating overly complex solutions that get in the way of clear and successful implementations. Focus on what is really needed and keep a critical eye on the workflow to see if the processes can be followed properly and easily. This is a good first step to ensure consistent collection of data and statuses.
Check first, then roll out 2 . Drivers are far more affected by flawed apps than users at a desk. When drivers are on the road, it is much harder to support them. And when they risk being late delivering orders every time, their trust in the app will quickly wane. Therefore, start by implementing at that location of your company that works best, and then fine-tune the app further with a team of experienced and flexible employees. This way, you will also directly map the capabilities of your employees and the app and training can be adjusted accordingly.
Train, train, train and then certify 3. Don't assume that one training programme is enough. Drivers need to be confident using the app because no one is driving with them to help them. In addition, training is essential to make sure they adopt the right way of working. With mobile apps, location, time and process are inextricably linked: only when these come together optimally will the desired result be achieved. If the right actions do not happen at the right time, data is worth nothing or worse: misleading. It is important that drivers take a competency test at the beginning and at regular intervals to make sure they are always using the app correctly.
Make sure drivers always have access to instructional materials. Drivers are rarely on site for long periods of time, so it is important that they always have access to short demo videos explaining how to use the app and how to troubleshoot on their own, e.g. via YouTube. Identify the main problems drivers encounter and create short videos of around two minutes that can help them.
5. Expect the same performance from all field service employees In most field service organisations, performance varies quite a bit between employees. This problem often lies not with the drivers, but with management. Consistent application of processes and procedures is needed to achieve consistent results. Through a mobile app, unclear procedures and lax enforcement of guidelines are immediately visible.
Measure and report performance 6. This is about more than just delivery performance, as it is also about data accuracy. It is important to compare expected and actual performance in order to monitor and improve both operational performance and driver support. Data from the field is increasingly used by other departments within the company and outside by customers and partners. Unreliable data can lead to poorly informed decisions, which in turn affects relationships with your customers.
7 Introduce a bonus scheme - I know many readers think this is a crazy idea. It's certainly not easy, but all the more effective. Larger companies employ more than a thousand drivers, many of them part-time. At these organisations, a bonus scheme is essential to encourage the use of apps. Of course, drivers know they only get paid if the data is correct.
More than ever, mobile applications offer companies the opportunity to differentiate themselves with excellent delivery performance and by providing customers with reliable information for better customer service. It may take some effort to get drivers to use mobile apps, but that is no reason not to take advantage of mobile information to improve the customer experience. How do you successfully deploy mobile apps? I'd love to hear about it.
Albert van Roekel, Senior Solutions Consultant, Descartes Systems Group
