On March 6th, 2024, something in Lagos City showed how important it is to share information on time and correctly. One of the big bridges was closed for repairs, but people only found out about it in an Instagram post at 7:13 PM.
By that time, many people were already stuck in traffic, and they were upset about it. They complained that the government should have told them earlier so they could avoid the problem. This event demonstrated how important it is to share information quickly and accurately in a city to keep things running smoothly.
The Lesson from Lagos
The Lagos traffic accident is an example of the need for timely data in operations. Using data promptly is important to avoid issues, ensure smooth operation, and make correct decisions. This incident showed how important timing is, not just in daily life but also in business operations.
Data: The Lifeblood of Operations
Data is like blood for a company's operations. Just as blood carries oxygen and nutrients for the body, timely data in operations helps decision-making and tells what to keep, stop, or improve. Timely delivery of data keeps operations healthy, but delays can cause problems.
3 Examples of Timing
When Silence Costs Loyalty Imagine an e-commerce platform where transaction failures go unnoticed, and customers unknown to the company have been moving to a competitor. Here, the absence of real-time data awareness leads to a silent bleed-out of patronage and revenue.
The Drain of Chargebacks When a business doesn't keep track of its financial transactions and doesn't analyse its data proactively, it may face chargebacks. This financial hit could have been avoided if the business had been more careful.
Conversations Dead on Arrival Clients send critical communication to an email address that has been long abandoned, a data oversight that leaves customer queries and concerns going into radio silence, with customer satisfaction quickly following suit.
These instances all have something in common with our situation in Lagos and show the bigger picture of operational failures. They remind us that having access to timely data is not just a luxury, but rather an absolute necessity for survival across all industries.
Question for You
How can you ensure that the information you use to make crucial decisions is delivered on time but also trustworthy and helpful? Think of it like the blood in your body that keeps you alive. Similarly, reliable and current information keeps your work running smoothly. Things can go wrong without it, and you may face serious problems.
Solutions for Timely Data in Operations
Identify Your Value Stream Start by observing the steps from your customer request to service delivery. Assess the information that changes hands, determine its integrity, and determine if it serves your operational goals. This isn't about perfection on day one but about starting a culture of data-driven improvement.
Small Wins, Big Gains Please pay close attention to the areas where customers' expectations and experiences intersect. This can provide valuable information about what's working well and what needs improvement in your operations. By understanding your customers' feelings and opinions, you can quickly identify any issues and make the necessary changes to keep them happy.
Cultivate a Data-Responsive Culture Ensure everyone in your operation—from executives to customer service representatives—is data-conscious and prepared to respond to the insights provided. This calls for training, resources, and a mindset where data is considered a guiding star.
Use Technology Deploy data analytics tools and platforms to translate raw data into actionable insights. Implementing such tools can transform the responsiveness of your operations, offering a bird' s-eye view that manual interpretation can often miss.
Continuous Improvement Utilise lean management principles to improve your operations iteratively. Keep refining, measuring, and learning from the data you gather.
Conclusion
Having access to timely information is crucial for keeping your operations running smoothly. Lagos City learned this the hard way through the traffic congestion that caused delays and inefficiencies.
Those in charge of operations must proactively manage the information flow to prevent such problems. We can use timely data to make decisions to ensure our operations survive and thrive.
As an IT, Products or Customer Support operations manager, how do you ensure you track and share the correct data on time?
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Sikemi is a Technology Operations Expert with 15 years of experience across various sectors.
She specialises in technology-led transformations, process improvements, and operational excellence and empowers African tech companies for success.
Holding a Master's in Information Systems from the University of Sheffield, Sikemi is also an active Tech Mentor, guiding future tech leaders.
In addition to her professional accomplishments, Sikemi is a Fitness Coach passionate about helping 9-5 professionals stay consistent on their fitness journeys.