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Uber's process excellence leader reveals biggest PEX challenges

Stacy-Irish
Posted: 11/13/2017

SEE ALSO: Video: Uber Reveals Biggest Challenges with Process Excellence

Process excellence and customer experience is at the heart of Uber’s success. 

One of the biggest challenges with process excellence is its decentralised network, said Martin Rowlson, Global Head of Process Excellence at Uber during Process Excellence Europe 2017.

“It is challenging to understand what people are doing. Everyone is trying to solve the same problem in different ways,” Rowlson said.

Uber is a global online transportation organization, it is a name that is synonymous with the modern idea of what a company should look like.

In the eight years that they have been trading Uber has received multiple investments reaching heights of $2 bn from a private equity firm in 2016, and their value has hit over $60 bn and continues to grow, as they have dominated the US and Australian markets while making good headway in Europe and all over the globe.

Q&A with Martin Rowlson

What are the biggest challenges you’re facing within your organization with Process Excellence?

At the moment it’s our de-centralised network and it’s challenging to understand what people are doing. Everyone is trying to solve the same problem in different ways. It makes it challenging to solve the problem in such a large organisation such as Uber.

What is keeping you awake at night in terms of your current process and what steps are being taken to remedy that?

What is keeping me up at night is linked to everyone trying to solve the same problem in different ways and trying to figure out how we can address that. Some of the steps to address that are collaboration  and we now have a global function so people know what we are doing, so we can reach out to people to figure out what they are doing and hopefully align activity and stop wasting resources to solve the same problem in different ways. 

What are the steps need to build a better customer experience with process?

One way to build a better customer experience is understanding what the customer actually wants and then understand how we deliver that in the business and how we eliminate the waste.

In a presentation at Process Excellence Europe Guy Kirkwood, Chief Evangelist  from UIPath said: “AI is a load of b*******.” He said there is no such thing as AI” – What do you think about his comments?

I don’t think Artificial Intelligence a load of b******, I think there is a place for it and you have to be careful where you place it. You have to think about the customer and how you are going to be using it and how it impacts the customers.

There is a place for it, you just have to be careful where you apply it and apply it logically.

If you’d like more information on how to deploy Robotic Process Automation (RPA) and Artificial Intelligence (AI) download report The State of Robotic Process Automation and Artificial Intelligence in the Enterprise. The report explores how both AI and RPA are affecting companies.

Stacy-Irish
Posted: 11/13/2017