The topic is most often focused on the disconnect between IT and Business and how to bridge the gap.
It’s of course an important topic but today we will look at it from another angle.
There is another void to fill and that is the one between the benefit of the enterprise and the actual user of the system.
Neither vendors nor the companies looking for PLM systems have (enough of) this in focus. There is a functional focus, I can agree on that, but that is not necessarily the same thing as a user oriented PLM focus. It’s more about having a checklist to see that an application can fulfill the functional requirements, which is not really the same as having the user in the center.
So what would happen if we would focus on the users? Because once bought, a system such as PLM is not only good for the business as a whole, it is also intended to help users in their everyday work.
Tools and processes for the greater good
An enterprise tool is often emphasized as the tool which should support the complete company’s need and not necessarily the individual. We focus on overall process/information improvement and harmonization and not the end-users tasks and daily work.
A company oriented pitch is also often more future oriented, than what you would like to phrase it to an end-user. The employees are more focused on the present and solving the challenges of today. That’s where our pitch should be focused – the present and what it means for the individual.
An individual productivity tool
If you take the scope of PDM, you should be able to pitch the actual idea to make it about enabling the individual; making it easier to find the right information, enabling earlier transparency as well as collaboration. For complex data sets and/or tasks it will help out in keeping data integrity, and dependencies thereby offloading the workers from otherwise tedious and error prone tasks.
But unfortunately there are challenges with this pitch:
- The end user and the way they want a system to behave and support them in their daily work is diversified. What makes a good fit for one will not necessarily fit others. Basically I don’t believe that there is a “Heinz ketchup of PLM”, fitting all tastes. I rather believe that the need is as diverse as the salsas that you can buy in your local supermarket.
- If we talk about PDM systems - functions associated with PDM comes with quite a heavy baggage in terms of old system behavior which has not always been perceived as enabling. A shift in technology and the ability to work more seamlessly will most likely help out in making PDM applications less of a struggle in the future.
The productivity pitch will not get that much traction if your PLM system is used to “only” specify your products once you have developed them, instead of being develop within it. Unfortunately this (mis)usage is not as uncommon as you might think. In many cases putting things into the system is an administrative task at the end of what one consider value adding activities, and this really undermines the individual’s perception of having the system support her needs.
But, independent of scenario you would probably gain one thing and that is a knowledge bank. The system will create transparency which would benefit the individual, as searchable and structured information will allow for higher productivity second time around.
This transparency will also benefit the people further down the chain. The earlier you manage to accomplish it the more power you will get of it, and it’s also an opportunity for business intelligence to analyze trends earlier which again could be used as a pitch for certain end users or consumers of information.
Democratization
By sharing knowledge we will enable decentralizing and distribution of tasks. Technology will enable this. Because by systemizing knowledge we can put it in the hands of “anyone”.
Think about simulation which previously was something that only highly specialized people worked with. Today software is taken the first hit through checking the output of the individuals work before integrating it with the rest of whatever solution one is working on. All domains have it; software, hardware, mechanical design, electronics, etc. And some will take the step to create mockups which brings multiple disciplines together.
There will always be a place for specialized skills but the frontier is and will continue to move as we manage to systemize knowledge. And this should appeal to the expert as it will allow her to focus on things which are less bread and butter, at the same time as it gives the non-expert more confidence in the output she produces.
A trendy phenomena is Internet of Things; think what we can do with data collected from products in the field and once we systemize that knowledge. How will that translate into the way we design our products or conduct or service and maintenance business? Once that data is cracked it can be used as BI put into the hands of the individual.
Could this bottom-up approach result in benefits on company level (for “the greater good”)?
Could we flip this around to make it about the company, and what is best for it? Of course we could. Thinking about and addressing the needs of the individual will at the end find its way to the bottom line, resulting in better overall quality, better flows, higher productivity, higher data quality, etc.
Conclusion
IT and PLM should not be seen as a support function next to the core business – your PLM processes is actually part of your business. In many companies today it is therefore within your PLM systems that you conduct your business. If we embrace that fact, the focus can’t always be on the benefits on company level, the day-to-day work has to find its way to the PLM pitch.
Robert Wallerblad
