How do we approach Micro innovation?
At Brennan we adopt a 3-step approach to micro innovation.
- Review your business: whether it’s your executive leadership team, practice leads, people managers or individual contributors, we always begin by reviewing our current business processes and systems in the context of the entire business, don’t review them in individual silos.
- Identify constraints: we then work with a domain expert to identify your biggest constraints using the Theory of Constraints (TOC)1 methodology to understand where these biggest constraints are. This is by far the hardest part. To truly identify the issues takes the most effort.
- Implementation of micro innovation: micro innovation is then using a new (or old) technology, in this case AI, to solve that constraint and improve the flow of the business.
A great micro innovation example that we recently implemented within Brennan came from one of our service desk team leaders (in this example they are the domain expert, they understand the business drivers). We had 8 service desk agents who were responsible for manually reviewing over 40,000 customer emails per month, assigning these emails to the appropriate resolver groups and ensuring that our customers issues were addressed in a timely manner.
Our Head of Service Operations engaged with his domain expert to understand the constraints that the team were facing with this manual process. Once they identified this constraint, they were able to implement predictive artificial intelligence to assist in automating and assigning the tickets to the appropriate resolver groups.
The AI has now been trained on this very narrow set of tasks to a 92% accuracy rate. This allowed for our Service Operations team to redeploy their 8 service desk agents and enable them to focus on the higher value work for our customers, resolving their issues.
This is a classic example of how a business can apply AI in small areas of their business to gain big benefits. Too often people get caught up in the hype of AI, especially generative AI, thinking it will solve all their business challenges, when in fact smart innovation comes from within and leverages the existing tools you already have in place.
If you are interested in digital transformation and exploring where both micro innovations and AI can be leveraged in your business, please get in touch.