I heard a great analogy many years ago when I worked in Aerospace and we were starting a large continuous improvement activity. The facilitator, as part of the training, told us how the front-line team is the equivalent of a skilled heart surgeon, about to operate on a patient, and how those supporting the surgeon need to be providing the right tools, information, assistance, and of course, minimizing distractions and interruptions. The support teams, in this medical scenario, were the nurses, anesthesiologist, and other physicians, who had to make the operation as seamless and uneventful for the surgeon as possible. In telling this story, the facilitator had members of Engineering, Supply Chain, Quality, Maintenance, HR, and Management all present. The message was clear for everyone. Although it was a complete team effort, we knew whose role stood slightly above the others, as the outcome did rest (largely) in their hands. In most companies, especially manufacturing-driven, the front-line teammates are the surgeons, as they are the ones making what the customer wants, ie. providing the essential product and/or service.
Fast forward to some months ago when I was reminded of this story. I had initiated a healthy debate with a Sales manager over what department serves as the heartbeat of a company, We argued back and forth whether it was Operations or Sales. Some would say this is a “chicken or the egg” argument, and it is a symbiotic relationship, but I do firmly believe that Operations, or whichever department provides the item (product or service) that the customer is paying for, is that heartbeat.
Now as I transition this idea to today’s technology and what can help evolve and advance a company to the greatest extent, I was left considering the very same question. What are the technology heartbeats within Industry 4.0, and what are the key support pieces?
Maybe the answers vary between industries, companies, and even departments. My own take, however, is very consistent with what I wrote earlier. I went back and forth over whether it’s hardware vs software, or user applications vs coding/development, smart manufacturing systems vs back-end office systems, data collection and analysis vs artificial intelligence. I kept coming back to: isn’t the heartbeat associated with where the value is made?
I would suggest it’s not the type of technology, but where it is used, that defines the essentialness of the technology. To me, it’s normally within Operations. Be it the person building the engine, the lab technician obtaining a test result, the chef making the dessert, the developer creating a new app; the technology they use is the heart of the business, and where the support by others (people and things) needs to be provided. This could be the robotics that assists in the production, the smart sensors that control and monitor appliances and equipment, the touch screen and voice recognition application that facilitates product design, the AI system that detects an abnormality in a result and sends it back for reprocessing.
And what about all the other key systems? Infrastructure (5G is the latest) has helped our connectivity and productivity immensely, but it is what supports the *entire* business (ie. it’s our nervous system, allowing for movement and information to travel). Inter/Intranet, email, conferencing software, other social apps – they form the senses of sight and sound. They help to develop ideas, build teams, create inspiration; and often are a bit of the look n’ feel of a company (physical appearance).
And where is the mind in all of this technology evolution? I view it as the key business systems – the ERP/MRP, CRM, BI systems, Engineering and Scientific applications and studies; all rolled into one. They provide us the insights, direction, and learnings to do the right things for the company, pivoting as required – to be better and faster, and keep us safe. They tell the whole company how we’re feeling (financial and operational health performance) and what we need to do next based on inputs; be it new products, markets, competitive landscape, growth mode, downsizing.
And to make the brain work? It’s about our basic DNA and molecular structure. Which is data, data, data, and the coding that goes with it. All those 1’s and 0’s can make some miraculous things happen.
Like the human body, we do need all of this technology (akin to the body’s organ systems) to advance, and it’s a powerful experience when you see such partnerships and collaboration emerge to ensure all aspects of technology are moving at a similar rate, but for business investment, you can’t lose sight of where your heart is, and how best to support it.
The one question I’m still left pondering. With all the advancements of AI, and when we reach the point where robots (I’m referring 50+ years from now, envision Blade Runner or Age of Ultron), will the heart still be needed? I hope so. Businesses need them; people are still the foundation of companies and ideas – and creators of the technology. Where would ‘we’ be without ‘us’?
Happy American Thanksgiving.
Darren