They are processes in which:
● An economic transaction (an order or a sale)
● A physical movement (the movement of a product from the production line to the warehouse, or from the warehouse to the logistics services company, etc.)
● A logical movement (we change the classification of a product in the warehouse as "obsolete" and reduce its value in our inventory).
● A transformation (components or raw materials are converted into finished products).
Deep Dive into Key Topics
In all cases, the outcome of the process implies a change of an economic nature that must be officially recorded by the company.
Transactional processes are all those that must be recorded because they involve status changes, modifications in the availability of resources, or inputs or outputs of resources within the company's assets (purchases, sales, returns, exchanges, etc.). These processes record objective changes that must be reflected in the company's accounting documents and records.
1. Digitalising the order closing
Accepting the order and making economic reserve appropriations.
2. Order fulfilment requirements
Reserving and allocating necessary resources and capacities of all kinds (space, staff, tools and equipment, goods and products, etc.).
3. Setting servuction
Defining the servuction rules applicable to the order (times, sequences, etc.).
4. Automatization (RPA) and Self-service digitalization
Define standard management and contracting flows between and within the different processes to streamline and secure the service and the result received. When the customer must use self-service processes, communication of use and the user's skills or training are essential.
5. Service Data Mining
Manage the data derived from the service, for servuction management improvement processes.
6. Digitalising satisfaction feedback
Collecting data related to customer perception about satisfaction and suggestions for improvement.
7. Payment
Charging and billing digitally for the service finally provided.
8. Digital customer farewell
The farewell process includes final data collection, prospection of future use needs, prescription asking, engagement and fidelity program availability and post-use status, and last but not least, thanksgiving for their orders.
Transactional processes are all those that must be recorded because they involve status changes, modifications in the availability of resources, or inputs or outputs of resources within the company's assets (purchases, sales, returns, exchanges, etc.). These processes record objective changes that must be reflected in the company's accounting documents and records.
1. Digitalising the order closing
Accepting the order and making economic reserve appropriations.
2. Order fulfilment requirements
Reserving and allocating necessary resources and capacities of all kinds (space, staff, tools and equipment, goods and products, etc.).
3. Setting servuction
Defining the servuction rules applicable to the order (times, sequences, etc.).
4. Automatization (RPA) and Self-service digitalization
Define standard management and contracting flows between and within the different processes to streamline and secure the service and the result received. When the customer must use self-service processes, communication of use and the user's skills or training are essential.
5. Service Data Mining
Manage the data derived from the service, for servuction management improvement processes.
6. Digitalising satisfaction feedback
Collecting data related to customer perception about satisfaction and suggestions for improvement.
7. Payment
Charging and billing digitally for the service finally provided.
8. Digital customer farewell
The farewell process includes final data collection, prospection of future use needs, prescription asking, engagement and fidelity program availability and post-use status, and last but not least, thanksgiving for their orders.
Interactive exercises/reflective questions
Exercise: Multiple choice
Exercise: Multiple choice
Exercise: Multiple choice
Further resources: videos and/or useful links
References
Digitalization of customer experience
https://lesroches.edu/blog/digitization-customer-experience/
https://lesroches.edu/blog/digitization-customer-experience/
