Nā Edsel Simas, Tumuaki Hangarau o Setrion Software me Milldesk
Nā te pēhanga mō ngā tawhē iti ake me ngā rā kati e tino kaha haere ana, kua huri te rāngai kawe mahi ki tētahi wāhi nui. I roto i tētahi mākete e pāngia ai ngā kirimana me te pono o ngā kiritaki e ngā meneti whakaroa, ehara i te mea he wero hangarau noa iho te whakarite i te wātea o te pūnaha me te paerewa tukanga puta noa i ngā wāhanga whakahaere—kua huri hei tono rautaki.
Ko te tēpu āwhina—e kiia ana he mahi whakahaere taketake—i roto i tēnei horopaki, kua whai wāhi nui ki te whai huatanga o te mekameka uara. Ina hangaia ki te hangarau, ki te aunoatanga, me te tirohanga whānui, ka huri te tautoko hangarau hei taputapu e taea ai te whakaiti i ngā utu, te ārai i ngā mate whakahaere, me te whakanui ake i te mana whakahaere mai i te tīmatanga ki te mutunga, inā koa i roto i ngā kamupene he maha ngā wāhi mahi.
Mā ngā raraunga hou nei ka taea te whakaatu i te pānga o te wā whakamutu mahi ki ngā hua o ngā mahi kawe. E ai ki ngā whakatau tata a Gartner, ka taea e te kamupene rahi, rahi rānei te utu mō te kotahi haora o te wā whakamutu mahi tae atu ki te US$42,000. Ehara ēnei i te mea he wā tūpono noa iho: e tohu ana te rangahau kotahi, i te toharite, ka pāngia ngā kamupene e te 87 hāora o te wā whakamutu mahi kāore i whakamaheretia i ia tau—he rite ki te tata ki te whā rā katoa o te whakamutu mahi.
I roto i te rāngai whakahaere ratonga, ina hono tika ana te wātea o ngā pūnaha whakahaere whare putunga (WMS), ngā pūnaha whakahaere kawe waka (TMS), ngā taputapu pūkoro, ngā whatunga, me ngā pūreretā ki te hua, ka pāngia ia aukatinga e ngā wā kati, ngā whiu kirimana, te ara mahi, me te makona o te kiritaki whakamutunga.
Te uaua o te tautoko i roto i ngā taiao kore-pokapū
I roto i ngā mahi tuku taonga tohatoha, ka whakanuia ake ngā wero o te tautoko e te mana whakahaere o te hangarau mōhiohio. He rerekē ngā hanganga, ngā kōtaha kaiwhakamahi motuhake, me ngā taumata pakeketanga hangarau o ngā whare putunga, ngā peka, ngā pokapū tāone, me ngā pokapū tohatoha.
I roto i te maha o ngā whakahaere, ka whakawhirinaki tonu te ratonga kiritaki ki ngā tīma ā-rohe kua taumaha rawa, ki te tautoko rānei i te tari matua—he tauira tēnei e hua ake ai ngā rerekētanga i roto i ngā wā urupare, te mahi auaha i roto i te whakaoti rapanga, ā, ko te mea nui, te ngaronga o te tirohanga a ngā kaiwhakahaere kamupene.
E ai ki tētahi rangahau i te tau 2024 nā tētahi umanga tohutohu ITSM o te ao, tata ki te 46% o ngā kamupene he tohatoha whenua ā rātou mahi e kī ana he uaua ki te pupuri i ngā taumata ratonga ōrite puta noa i ā rātou wāhanga. Ā, ki te kore he paerewa, ka tauhohe te tautoko, ka puhoi, ka ngāwari ki te mahi anō. Ka ngaro ngā tīkiti, kāore ngā hītori i whakakotahihia, ā, kāore e taea te tautuhi i ngā raruraru e puta tonu ana, ka whakanuia ngā utu whakahaere puku.
Te pokapū me te tirohanga: he aha ngā rerekētanga me tētahi tēpu āwhina hanganga?
Ko te whakamahi i tētahi otinga āwhina whai hua, pokapū hoki, he mea tino nui tēnei mō ngā kamupene whakahaere ratonga. Ka whakakotahihia e tēnei tauira te tautoko hangarau i runga i te tūāpapa kotahi, ka taea ai e ngā waea katoa—ahakoa nō hea mai—te whai i ngā rerengamahi kua tautuhia me te whakarōpūtanga paerewa, ngā taumata matua, me ngā wā whakautu kua whakaaetia.
Mā tēnei momo hanganga ka hangaia he taiao e tino kitea ai te tirohanga i te wā tūturu. Ka taea e te kaiwhakahaere hangarau mōhiohio te aroturuki i ngā aituā mā ia waeine, mā ia pūnaha e pāngia ana, mā ia momo raruraru rānei, me te tautuhi i ngā au, ngā arai, me ngā wāhi e hiahia ana kia whakapakarihia, kia whakangungua rānei e te hangarau. Mā tēnei aroturukitanga tonu, me ngā tohu mahi pēnei i ngā SLA (Ngā Whakaaetanga Taumata Ratonga) me ngā SLI (Ngā Tohu Taumata Ratonga), ka hurihia te hangarau mōhiohio hei pokapū whakatau e ahu mai ana i ngā raraunga, kāore e ahu mai i ngā whakaaro noa.
Mā te whakakotahi i te ratonga kiritaki, ka whakaitihia hoki e te kamupene tōna whakawhirinaki ki te tautoko ā-papa i ngā wāhi tawhiti. Ko ngā aituā i mua i hiahiatia ai ngā tohunga hangarau ki te haere, kua whakatauhia inaianei mai i tawhiti, me te tere, te paerewa, me te utu iti iho. E whakaatu ana ngā rangahau ka whakaitihia e te tautoko mamao te wā whakatau toharite tae atu ki te 30% me ngā utu whakahaere tata ki te 50%, inā koa ka honoa ki ngā rerengamahi aunoa.
Te aunoatanga me te whakapūmautanga: te tūāpapa hou o te whai huatanga.
Ko te aunoatanga tētahi o ngā āhuatanga matua o tētahi otinga āwhina hou. Ka taea te mahi aunoa i ngā mahi auau, iti te uara—pērā i te tautuhi anō i te kupuhipa, te whakahou pūnaha, te tātaritanga rānei i ngā hapa e mōhiotia ana—ka wātea ai te tīma ki te whakahaere i ngā aituā uaua ake, rautaki ake. Hei tāpiri, mā ngā rerengamahi atamai ka whakarite kia tukuna tika ngā waea ki te tīma tika, ki te kaitātari rānei, e ai ki ngā ture pakihi kua whirihorahia i mua.
Ka whakakorea e tēnei tauira te hiahia mō te tātari ā-ringa, ā, ka whakaitihia te wā ratonga. Ka karohia hoki ngā pikinga koretake, ā, ka whai wāhi ki te whakapai ake i te wheako kaiwhakamahi ā-roto, me te whakarato tautoko tere ake, tika ake, me te matapae.
Ko tētahi atu rauemi nui i roto i tēnei horopaki ko te pūtake mātauranga whakauru, e whakahoutia tonutia ana me ngā waeatanga kua whakatauhia. Ka noho ia aituā hei akoranga kua tuhia, e wātea ana ki te tīma hangarau ehara i te mea ki ngā kaiwhakamahi anake engari ki a rātou anō hoki. Mā tēnei, ka taea e te whakahaere te tuku tomokanga ratonga-whaiaro me ngā FAQ hihiri, e taea ai e te kaimahi te whakaoti i ngā raruraru ngāwari, me te kore e whakatuwhera i tētahi tīkiti. Mā te aunoatanga me te mohio o te pūtake mātauranga ka whakaitihia te nui o ngā waeatanga, ā, ka whakapai ake i te wā whakautu toharite, me te whakapakari ake i te mana motuhake o ngā tīma whakahaere.
Ngā tohu, ngā pūrongo, me ngā whakataunga e ahu mai ana i ngā raraunga.
I roto i ngā taiao whakahaere ratonga, e whai tikanga ana ia meneti, he taonga nui te matapae mahi. Nō reira, ko tētahi atu painga rautaki o te whakamahi i tētahi tēpu āwhina hanganga ko te kaha ki te whakaputa pūrongo mahi - me ngā tohu kua wehea e te peka, te momo waea, te wā whakatau, te auau whakatuwheratanga, me te taumata pānga.
Mā te whakamahi i ēnei raraunga, ka taea e te hangarau mōhiohio te aromatawai mārama ake i ngā waeine e hiahia ana kia whakapakarihia ngā hanganga, ko ēhea ngā pūnaha e whakaatu ana i te tino koretake, me ngā wāhi e tū ai ngā hapa. Ehara i te mea ka arotau noa tēnei tirohanga i ngā haumitanga engari ka taea hoki e te wāhanga hangarau te mahi matatau, me te matapae i ngā tono me te whakaiti i te tūponotanga o ngā hapa nui.
I whakaatuhia i roto i tētahi rangahau i whakaputaina i te tau 2024 e tētahi whakahaere ratonga o te ao, ko ngā whakahaere e mahi ana me ngā SLA kua tautuhia pai, kua aroturukitia hoki, i taea te whakaiti i te putanga mai o ngā aituā nui mā te 76%. I tua atu, i whakapiki ake i te wātea o ngā pūnaha tino tairongo ki te mahi, pērā i te WMS me ngā tūāpapa ara, tae atu ki te 20%.
Te pānga pūtea me te hokinga mai e kitea ana.
Ko ngā hua pai o te whai huatanga me te mana whakahaere e whakaratohia ana e te hanganga o te tēpu āwhina kua whakatinanahia pai ka hua ake he pānga pūtea tūturu. Haunga te whakaiti tika i te haereere, ngā haerenga hangarau, me te mahi anō, he nui ngā penapena e pā ana ki te whakaiti i te wā kore mahi.
Hei whakaaro māu, e ai ki ngā raraunga a IBM, ka taea e ngā kamupene e whakamahi ana i te aunoatanga hei tautoko te whakaiti i ngā utu āpitihanga toharite tae atu ki te 45%, me te whakapai ake i te reiti whakatau whakapā tuatahi — he tohu matua mō te whakaiti i ngā waeatanga auau me te tiaki i te hua o ngā mahi ā-rohe.
Ko te whai i ngā tukanga tonu ka whai wāhi atu ki te whakaiti i te mōrearea. I roto i ngā rāngai kua whakaritea, pērā i te kawe i ngā rongoā, i ngā hua kai rānei, he mea nui te pupuri i tētahi hītori katoa me te tautoko arotake hei whakatutuki i ngā whakaritenga ture me ngā kirimana. I roto i tēnei horopaki, ehara i te mea he taputapu ratonga anake te tēpu āwhina engari he wāhanga rautaki hoki o te whakahaere me te tutuki i ngā whakaritenga whakahaere.
Ko te whai huatanga o te mahi i roto i te rāngai kawe ratonga e whakawhirinaki ana ki ngā āhuatanga maha, engari he iti noa iho ngā mea e whai pānga tika ana—ā, he maha ngā wā ka warewarehia—pērā i te tautoko hangarau. I roto i ngā kamupene he marara ngā wāhanga, he peka tawhiti, he nui hoki te whakawhirinaki ki ngā pūnaha whakauru, ehara i te mea he mea ngāwari te haumi ki tētahi otinga āwhina whai hua: he rautaki hei tiaki i ngā tawhē, hei whakamana i te kounga, hei tauine haumaru hoki.
Mā te whakakotahi i te tautoko, te whakahaere aunoa i ngā rerengamahi, te ine tika i te mahi, me te tuhi i ngā akoranga, ka tīmata te hangarau mōhiohio ki te mahi me te matapae me te mohio - me te tuku uara tūturu ki ngā mahi. Ā, i roto i tētahi mākete e piki haere ana te tono, e nui ana te utu o ngā hapa, ā, e whakararu ana ngā whakaroa i ngā kirimana, he mea nui ake te whai i tētahi tēpu āwhina kaha: he huarahi tēnei hei whakarite kia haere tonu te pakihi me te maeneene, me te kore he aukati, me te mana whakahaere, te tirohanga, me te maia.
