Another interesting post on robotic automation versus offshoring from Ann All at Global Delivery Report. In addition to quality coverage, it does possibly, ahem, position Ann within a certain generation (indeed, my own). Do you remember the Jetsons? Bet you can’t remember the name of the robot maid – Ann has the answer to that too.
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Lloyds Group is the latest UK bank to have systems glitches leaving customers in the lurch.
I do have sympathy – the level of complexity in bank systems these days combined with the amount of security needed, makes occasional errors inevitable. Trouble is, a minor glitch can end up resulting in wholesale chaos. Who cleans up the mess?
In a similar incident, RBS had to put on extra staff not only in branches, but also the back office to complete the “mop-up” exercise.
When errors like this happen, clearly there has to be an inquest – what can be learnt to minimise the chances of a repeat? But there also need to be a remediation exercise to cope with the immediate aftermath, and the operational business front and back office usually bears the brunt.
Another great use case for Operational Agility software – let the (software) robots take the strain…