What is friction?
Friction in a business context refers to any element or force that disrupts the smooth flow of operations, information, or transactions. It can manifest in cumbersome processes, poor user interfaces, or misaligned incentives that slow down progress and performance.
What does friction look like in an enterprise?
In an enterprise, friction might be seen in the slow adoption of new technologies, resistance to change from staff, or inefficient workflows that impede the quick completion of tasks. It is the hindrance that affects both the internal workings of a company and its customer interactions.
Why is solving the friction problem important?
Accelerated Performance
Reducing friction accelerates operations and enables the business to respond quickly to market demands.
Enhanced Customer Experience
Minimizing points of friction improves customer interactions and satisfaction, leading to higher retention and loyalty.
Increased Productivity
Elimination of frictional forces allows for streamlined workflows and better resource utilization, boosting overall productivity.
What are strategic approaches to friction in the enterprise?
Frictionless Processes and Flows
Creating seamless processes that facilitate easy transitions and operations.
Continuous Value Discovery
Constantly seeking ways to identify and remove friction points that impede value creation.
Transformational Mindsets
Encouraging mindsets that embrace change and innovation to overcome traditional friction points.
What solutions are applicable to friction?
Delivery Process Optimization
Optimizing delivery processes to ensure they are as smooth and efficient as possible.
Business Process and Workflow Automation
Implementing automation to reduce manual handling that can introduce friction.
Project Rescues, Reboots, and Revivals
Identifying and rectifying projects that are off track due to frictional elements.
