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Regarding digital operations, we need some explanations
For any new direction worth pursuing, from the first day of starting, the traveler has walked on the road of hard training and cognition. The combination of correct cognition and action is the premise. In the end, he can achieve positive results and achieve something. Iterate, build up the results of true knowledge.
While recognizing a grand topic, another important consideration for each small organization or individual is whether they can contribute incremental, attributable, and communicable value.
The above two questions are clear, understanding greatness and becoming a part of something greater than oneself, the mission and meaning of an organization and an individual will be clear, and there will be opportunities for enrichment and calmness.
For digital operations, it may be the continuation of the advantages of the work of our group of old customer service operators, or it may be the latest growth momentum and development opportunities bestowed by the times on various industries. This is why we need everyone to summarize and summarize together.
The true knowledge we need to cultivate is to accurately give the definition and concept of digital operation, to give specific connotations, extensions, and levels of explanation, and to answer the questions of “what is” and “what is not”. Only these questions can be answered accurately, clearly, and self-consistently When it is systematic, scientific, and scientific, it is considered to have true knowledge, so that the goal will be clear, the cognition will be consistent and self-consistent, and the action will be more correct and firm.
Experience tells us that if you don’t understand clearly, you must not understand clearly; and if you don’t think clearly, you must also explain clearly. Therefore, when there are problems in behavior, the reason is often in knowing. Using words to test knowledge and predict actions is the value of speaking and writing openly. Openness means the output of conclusions and being open to evaluation and questioning. This is to test whether we have thought clearly.
Now that I have asked a question, I have to answer it myself first, and I also ask everyone to help verify whether it is self-consistent. In order to make everything complete, I have explained “what is” and “not what” from digital, digital, operation, and then to digital operation. Try to answer the connection of these concepts, answer why and how.
It is not difficult to see that this is a way of literally digging out the words and meanings, which is a bit of a literal feeling, but it is very meaningful and valuable for sorting out cognition and communicating with each other. Humans perceive and communicate based on concepts. Discovering and sorting out these concepts is undoubtedly a serious and valuable process of biting Wen Jue’s words.
A correct and solid understanding of a concept is composed of what, why, how and how to say it, similar to a three-legged stool, an isolated stool is not enough, only two stacks of stools with clear hierarchy and effective mutual support Only a group can form an accurate cognition system for a thing. This is the conclusion of business cognition and role cognition in the book “Business Cognition Upgrade”.
I noticed that it’s hard to listen to words and phrases, so I describe this process of interpreting digital operations as explaining words, carefully deliberating concepts one by one, boldly assuming and judging, and carefully verifying. I know there will be a lot of mistakes here. And there are things to be verified. Fortunately, we are restoration elephants. Such questions and thinking are valuable. Even if they are partial, we can boldly turn them around, and it is more valuable to accept doubts and discussions.
Behind digitization, law, mathematics, calculation and solution
There must be a huge reason behind the fact that digitalization has become a trend that is valued by everyone. This is a new possibility for the solution of human social and economic problems.
In the field of natural science, human beings will always abstract more and more practical problems encountered into a mathematical subject, and then transform them into a computational subject. Solving this computational subject will become our journey from the realm of necessity to The process of the free world.
Einstein said: “The most incomprehensible thing about this world is that this world is understandable.” In fact, the reason why human beings transform the world is because human beings have been on the road of understanding the world and solving problems. On this road, Einstein is one of the most outstanding in human history.
Academician E Weinan, the winner of the Gordon Bell Award, said that the sign of the maturity of each field is that the problems in this field will be expressed in a mathematical formula. I boldly predict that the end of human’s valuable thinking is a model, and the end of the model is a mathematical formula.
This is the process of discovering the law and using the law. Human social activities and economic activities are the process of constantly discovering this mathematical formula and solving this consensus in real time. Once you find the formula, you will find the law and find the solution. Predicting outcomes, the ability to foresee, allows us to act correctly and solve problems, resulting in great economic or social value.
Usually the problem we encounter is that not all formulas can be found in a short period of time. What is more difficult is that not all formulas can have analytical solutions and can be solved in real time and at low cost. Therefore, in scientific research, We will rely on an experimental approach.
The reason behind this is the curse of dimensionality. It is a law in many fields. After summing up, it is a high-dimensional partial differential equation. The more dimensions, the more difficult it is to solve. In the application field, it is easier to solve such equations in real time and at low cost. Disaster. We recognize the law, but we can’t make good use of the law.
However, with the development of technology, digital technologies such as deep learning, artificial intelligence, and scientific computing technology have made real-time and low-cost solutions possible, which are the basis of all paradigm shifts.
Because not only computing, social and economic problems, but also need to solve problems on site, and make the process of solving problems more economical, this is the direction of all technological development, and it is also the reason for our digitalization and digital operation at the bottom.
Digital technologies such as computing, communication, transmission, and perception are the supporting technologies for this logic. From technology to capability to paradigm shift, and to the solution of social and economic problems, this is a big logic (Figure 1).
About Digitalization and Digitalization and Digital Technology and Digitalization
When it comes to digital operations, we first need to explain digital, digitalization, and digitalization. What is digital and what is not, and what are the concepts at the same level as digitalization? What are the relative concepts? What is the difference between the numbers mentioned here and the numbers in mathematics?
First of all, in my opinion, the so-called “transformation” is a trend in line with the way of heaven. We have said that the way of heaven in business is reasonable + beneficial. The so-called existence is reasonable and beneficial, such as our modernization, serviceization, industrialization, virtualization, containerization, etc. This is a This is happening, but it is concluded that it conforms to the laws and trends of the facts. Knowing the trend, the best strategy is to follow the trend.
Second, we want to say that concepts are numbers and the digital world. This is a very important concept. We have a lot of technologies related to this concept. Before that, we must first clarify the other two concepts that are at the same level as the digital world, namely the physical world and the conscious world. After this concept is clear, The concept of numbers will also be clear.
If we call the physical world and the conscious world the first world and the second world, then the digital world is the third world. The boundaries and distinctions brought about by larger concepts will allow us to better understand the relatively small concept of numbers.
In fact, after the emergence of some technologies, such as digital circuits and computers, human activities have transitioned from two worlds to three worlds. The physical world proceeds. These technologies are digital technologies.
The Jews say that the most rare thing in the world is to put my thoughts into other people’s brains and put other people’s money into their own pockets. This is to describe the economic activities in the two worlds. The first point is the world of consciousness. The second point is the efforts in the physical world. In fact, social activities are also carried out in these two worlds.
We know some laws, but we don’t necessarily formulate these laws, and we don’t necessarily need to solve all the formulas. Those of us who dare to try and make mistakes, or have some experience, either solve them in the conscious world and the physical world, or only use With your own experience, you can have the advantage of solving problems, and society is still developing.
After the emergence of digital circuits and computer digital technologies, the digital world has come. The digital world has given us new options and possibilities for social and economic activities. One thing, we can do things in two worlds, or in three worlds. Our observation in the 200 customer world articles published last year is: if we can do things in the digital world, we should try our best not to do things in the physical world If you can do something in the digital world, try not to do it in the conscious world.
This is because in the digital world, the cost logic, scale logic, quality logic, and speed logic are all very different from the physical world and the conscious world. Of course, more importantly, the coordination mechanism, iteration mechanism, and trustworthiness mechanism all have new paradigms after being introduced into the digital world. We will not discuss these details here. These reasons are the low-level logic and reasons of digitalization.
For example, with the help of digital technology, we find the laws of how things operate to form a consensus, solve them in real time and at low cost, and then make constant corrections. In fact, we have fundamentally changed the modes of trustworthiness, collaboration, and iteration in our social life.
After understanding the digital world, we return to the concept of numbers. It is not difficult to understand that numbers are relative to physics and consciousness. Numbers are the abstraction of physics through technical means, the expression of consciousness, expression plus abstraction, and reintroduced into social activities or economic activities. , formed the impact of man on nature.
After understanding the connotation and purpose, return to the means and extension. We know that many technologies in our current information industry are the basis of digitalization rather than the purpose, and they all belong to digital technology. Digital technology is a huge conceptual system that accommodates almost all of our latest trends and technologies. For example, our communication technology, storage technology, computing technology, and perception technology are all the backbone and foundation of digital upgrades.
In recent years, the fastest-changing factor is the maturity and low cost of these technologies. For example, the maturity of artificial intelligence and IOT has caused our rationality, and the low cost has led to our rationality. Rationality plus rationality , Let us have a good foundation for large-scale applications.
For example, our e-commerce, games, and media have all been carried out in the digital world early, and more and more of our design and creation have been carried out in the digital world. Behind this is parallel computing technology, deep learning technology, The maturity of graphic reality technology has a lot to do with it. In essence, there is a new solution for real-time and low-cost solution of high-dimensional partial differential equations.
For example, in edge computing, we can see such laws and logics, technology is a means, and there are categories, and the purpose is to upgrade the production method and management paradigm. Under the framework of this model, some trends that we often come into contact with, such as service-oriented, cloud-based, container-based, pool-based and other concepts, can be interpreted.
About Operations and Digital Operations
After clarifying the issues of digital and digitization, let’s talk about operations and digital operations. What is operation, and what is the relative concept at the same level as operation?
In my opinion, the so-called operation refers to the continuous realization or achievement of goals. These goals are composed of factors such as quality, cost, efficiency and scale. Nothing is regardless of cost or quality. Operation is the organization under the guidance of knowledge. Action, the result of this action, requires the achievement of the goal and the achievement of the mission under the constraints of quality, cost, scale, and efficiency.
Operation is a verb, which must be followed by an object. Operation is a series of behaviors imposed on an object, such as the operation of call centers, IDCs, and products.
Therefore, some other behaviors imposed on this object can be used as distinguishing criteria, which is conducive to explaining the concept of operation itself, and looking for other concepts of MECE at one level.
For example, the concept corresponding to the same level as operation is the concept of design and construction. After design and construction, operation is the sum of behaviors that continue to meet the mission of the object and realize value. These values must have some signs. For example, operation is always the pursuit of quality, cost, efficiency and scale.
So, why is operation or digital operation mentioned so highly in this era? attention by the whole society. Has it also become our main direction of work in the future?
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First of all, in my opinion, technology and digital technology will produce advantages and capabilities, but only operation can realize and deliver value, and operation is the realization and delivery of value. Among the three stages, design is to make value realization possible, and construction is to make value Realization has a foundation, and operations can enable the continuous realization of value.
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Secondly, many of our social or business units are not digital-native organizations. They already existed before digitalization, and there is no possibility of redesigning and building according to digitalization. However, these objects must rely on digital technology today. It is the source of a large number of demands for digital transformation. In this case, digital operations are required, and even have special performance, but digital design and construction are not established.
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Again, we know that in a commercial society, one person’s consumption is another person’s income, and transactions are the only way to realize value. The rules governing the operation of this world are never remuneration according to work and merit-based admissions. This world is always rewarding merit. Therefore, it is not the initial investment, nor the technical ability, but the operation, so that the value can be realized.
Digital operations provide new mechanisms and paradigms for the realization of this value. Therefore, new technologies, new cost structures, and new mechanisms lead to opportunities and inevitable roads under the new paradigm. This is the trend. In fact, after the arrival of the digital world, it is a trend in our operations, or some new trends in realizing operational value.
What is Digital Operations? It is the action of the organization under the guidance of digital concepts, capabilities, and technical support, and the achievement of goals and missions under the constraints of quality, cost, scale, and efficiency under different logics of digitalization.
For example, the main problem of our enterprise is operation and management. In terms of operation and management, digital operation is mainly how to minimize the mismatch between supply and demand, and how to break through the problem of four grids in management. And our current digital technology is just on the way to solve these two problems.
Why do digital world and
A Maturity Model for Digital Operations?
So far, we summarize the above analysis and give a definition of digital operation. The so-called digital operation is to use digital technology to solve some equations in real time and at low cost, realize the revolutionary upgrade of object management capabilities, and then realize the comprehensive upgrade of problem trustworthiness, coordination and iteration mechanism, and finally solve the mismatch between supply and demand and In the process of four mazes, the process of new paradigm migration is realized.
Rather than attaching dashboards or steering wheels to horse-drawn carriages, we are typical of this process by turning horse-drawn carriages into cars or self-driving airplanes.
So, we are in this tide, what can we do, or what can the customer world do? In other words, what does society need our group of people with special backgrounds and special positions to do?
Our value must come from real challenges and social needs. Of course, it comes from some of our advantages, which may be experience, or location advantages, areas we are good at and like. If there is a lot of demand, that is where we should go.
We have noticed that there are still many challenges to realize the real digital operation of the whole society. If these challenges are not paid attention to or resolved, there will be high social costs or risks.
For example, we can see a lot of pseudo-digital practices, and we can also see the confusion of many organizations and individuals, and the rudimentary and repeated failures of many people.
There are mistakes in cognition, mistakes in methods or means, many misunderstandings of the path, and many mistakes in expectations.
We know that as the main body of digitalization, we need initiative, responsibility and cognitive drive, that is, we must actively look for opportunities in non-linear ecological niches, be passive, and avoid being eliminated by ecological incumbents.
We know that as the main body of digitization, we must have the awareness of long-distance running. The direction and rhythm are the most important. We need a general map, an external reference object, and a schedule.
However, among these digital individuals, in the process of digitalization of the whole society, not only do they work hard and take risks individually, but also need someone to enlighten them, share learning, give a schedule, traffic lights, warning signs, and more. For gas stations, we need strategy tables even more.
From an operational point of view, we already have many years of experience. As the earliest digitized field, call centers and customer relationship management have allowed us to accumulate a lot of experience and awareness of digital operations. More importantly, our customers are engraved in our bones. consciousness.
We have our own induction and summary, we have our own platform and media, we have our own team and tacit understanding, these are the biggest differences between a group of customers like us and others.
I think these are the reasons why we went from the customer world to the digital world
This world belongs to you, mine, and ultimately the customer. This is the logic behind the existence of “Customer World”, and customer value is the direction that guides us forward.
This world is physical and conscious, but it will eventually be digitally integrated. This is the underlying logic of the existence of “Digital Intelligence World”. If we regard marketing and service as the side of enterprises and organizations, enterprises still have their own On the other hand, production, manufacturing, supply chain, etc., today, the digitalization of the supply side is more important, which is why the issues concerned by “Smart World” are more extensive and timely.
We are not giving up the customer world, we are not limited to the form of call center, we are using the help of the era and the biggest trend of the era to contribute to the digital operation of the whole society, and the customer is our eternal starting point and destination.
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This article appears in the October 2022 issue of Customer World.
Customer World Group (CCM World Group)
Founded in 2002, it is an industrial development group integrating production, learning and research. Based on the development of the call center industry, we focus on the research direction of customer management, promote the innovation of service science and practice, and expand the new frontier of the digital economy. Provide support services for the development of related industries through media publishing, certification evaluation, industry research, management consulting, exhibition services, industry investment, education and training, human resources, legal services and other comprehensive, multi-dimensional, and highly integrated industrial chain basic businesses .
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