Creation of an automated workplace for staff, development of a personal account for employees

Introduction

Everyone should have a good place to work. And it's not just the chair, the desk, the computer, and the conditions in the office. This is also the information system with which he interacts 8 hours a day.

The information system can be in the form of paper documents. It can look like Excel files.A more modern option is group chats in messengers.

In this article, we will discuss how to reach a new level of work organization - the work of an employee in the personal account. A personal account is a specialized automated control system for an employee, tailored for solving the tasks of this particular employee.

By creating a system of personal accounts for employees, you can extend this approach in the future to suppliers, partners, and customers.

Consider it as an ecosystem of your business that develops gradually as new challenges and needs arise.

What is a personal account on the website for employees

This is the employee's workplace

Pavel comes to work, turns on the computer, goes to the portal, enters the username and password. What does he see?

It sees statistics for the previous day, current tasks, open orders.He sees only what he is supposed to see.It can only do with orders what is predefined for him by the business logic of the application. This business logic is laid down by you at the stage of creating the system.

If the employee's work is related to information processing, then he can work within the system 90% of the time. All the same, there are calls, meetings, etc., which are often more convenient to carry out with the old convenient means.

Almost any business activity can be reduced to the processing of certain applications, it is their circulation in the system that is central to the system of personal accounts. Each employee simply performs their role in the process of processing certain applications.

The personal account determines the rights and capabilities of the employee.

Each employee is assigned certain roles. Director, manager, operator, cashier, driver.The role determines the capabilities of a person in the system. A person can combine several roles.

An employee in the system has its own personal account interface, which is determined by their roles. This makes it easier for him to understand the system - there is nothing superfluous that is not related to his duties.

The Personal Account sets the working method and boundaries for the system participants

User roles set a certain ski track for the user - he can only do the actions that we have provided for his role.

The task of the business is the effective work of each employee. Minimum distractions, minimum errors when executing typical tasks. 

A personal account with a rigid framework allows employees to move strictly according to the processes. The rigidity of the rules depends on the business logic that you have built into the system.

What does a personal account give to the company's management

Control of employee actions and behavior

Ideally, all the work of the employee should be conducted and recorded through the system, while the data is stored in a single data warehouse. 

This allows you to analyze data, authorize such analysis, and draw conclusions based on statistics, not feelings. In the end, this is all necessary for making the right decisions.

If all the work of an employee takes place in the form of opening pages, filling in fields and clicking buttons, you can track each action, understand how quickly it is executed, whether it is in the correct sequence, whether all the instructions are fulfilled.

What you can control:

  • when does a person start working?
  • how many tasks are exceeded on average?
  • how quickly does a person move from one task to another?
  • how many estimated hours on tasks does an average person close?
  • how long does it take to process new requests?

Resource access control

The customer base is a critical resource. You can not give everyone access to the customer base, because it can simply be taken away with you when you leave.

You must give limited access to critical resources. The employee should only work with the information that he needs at the moment.

You can create tools for working in the office in such a way that it is difficult for an employee to copy a lot of data at one time. For example, close access to old potential customers, or give limited information on them. 

In addition to privacy, there is also data integrity. It may happen that one person accidentally or intentionally damages the data. And let it be 1 row in the data, not the entire storage.

Setting the work method for the employee, standardizing the employee's tasks through the personal account

In a business routine, the more standard, the better. You don't have to invent something every time. Just do well what you always do. For most tasks, this is what you need.

If the company does not have a standard for completing tasks, then each employee will perform as they see fit. There will be a high marriage. People will forget to take important steps.

You need to think through your ideal process, fill it with execution artifacts.

Personal accounts for employees are just a tool for implementing this task. They allow you to make a process that will be difficult for an employee to bypass.

It is difficult to go through deep snow without a ski track.

Speed up processes, increase process transparency

It can be difficult to determine what exactly causes the slowdowns in the processes. Who exactly is off-key in the orchestra?

The metrics of work on processes allow you to understand exactly where the greatest delay occurs.

Such transparency allows you to optimize any process: we decompose it into components, look for problem points, think about how to improve them, improve them, and re-measure them.

Flexible operation

If there is a collective work tool that only assumes the presence of the Internet and a browser, then there are opportunities to work remotely. Some employees may work remotely. You can monitor the system from your phone while on vacation.

At the same time, it is important to move from the paradigm of control "over the shoulder" to control "by metrics".

If the employee performs everything quickly and with the specified quality, then what difference does it make where he is now?It also allows the employee to quickly do a small business from home on the weekend through their personal account, instead of having to go to the other end of the city for 15 minutes of work.

Motivation, activity, gamification

You get more accurate metrics for rewards. Not just a vague feeling of "it works well", but "23 tasks were done, 10 orders were closed, revenue of 250 thousand rubles."

You can enter your own rules and gamification elements to encourage people to work in the system. And then, based on the indicators, make bonuses.

What these indicators will be, how the bonus will be calculated-this is another question. Having come up with your own system of indicators, you can implement it in the system of personal accounts.

Reducing the number of staff errors

There is such a concept of "foolproof", when the system anticipates simple typical errors in advance.You can configure your processes to make it harder for the user to make mistakes. 

The lower the defect, the faster the processes move, the greater the amount of work executed.

Analyze the typical mistakes of employees and think about how they can be avoided due to the strict rules of the system.

Lower system maintenance costs - easier to update and upgrade

We are talking about a system of personal accounts in the form of a portal.

If you need to update the program (and this is a frequent need), then you only need to update the server. At the same time, the personal accounts of employees will be updated when the page is loaded again.

This way you avoid the overhead of updating each employee workstation.

To support the system, you do not need so much-rent a server (or hosting), pay for a domain, and prevent the server. In a separate article, we have analyzed the question of cost of ownership of the solution.

Unnecessary employee interactions-ask, clarify, wait, etc.

This is very unnerving when the case is worth it because the information is in the person, and he is currently unavailable, busy with other things.I have to wait, work gets up.

Ideally, people should not work directly with each other. Everyone does their part in the system: enter the data, creates a task, the task checks.

The less human interaction, the less unnecessary delays.

Human interaction is necessary when you need to solve a problem. From a business point of view, such situations are undesirable. We must strive to reduce their number to zero.      

Unified Data Storage

Data is easier to protect from loss when it is stored in one place.

Be sure to make a backup with copying to a remote storage.

If the data is stored somewhere on the computers of employees, then there will always be a situation of their shortage: someone has left, someone has gone on vacation, someone has burned down the hard drive.

All important business process data should be stored in a single system.

How the personal account makes life easier for employees

Single place of work

If you have a nice, comfortable, familiar place, it makes your job easier. If your job involves working with a bunch of different services, it's annoying with its variety and the need to deal with each interface separately.

The more familiar the interface of your personal account, the better.

Everything is at hand, no tricks from the system. All the main actions are executed in a single place in a single style.

Forms with hints and error protection

The forms can be very uncomfortable. Unclear errors, a large number of fields, it is not clear how to fill in.

If your forms are designed with the user's potential problems in mind, they probably won't notice. Good form - like a referee in football. They don't notice him until she starts acting weird.

Also, good forms will help speed up data entry, for example, by prompting input data, providing clickable input examples, and typical responses.

The consolidation of small actions into a single action

In our previous system, I did a bunch of disparate actions when initializing a new project: I created a counterparty, created a project, created a contract, created a stage, prescribed the elements of the estimate in the stage, created an additional agreement for the stage, and created an invoice. A bunch of individual actions.

Right now, we only use 1 form to create all these objects. We do 1 action, and under the hood, several actions are performed at once.

If you simplify the life of your users in this way, they will prefer the new way of working, and soon forget about all the nuances of the previous system. 

Remember how we used to exchange movies? We disassembled the system unit, connected the HDD directly to another computer. A new way to get videos has allowed people to forget about all these past difficulties.

Reminders

The system can give the user the right information at the right time. This depends on the business logic of the application, and requires fine-tuning iteratively.

If there is too much data on notifications, the user will simply forget about your notifications. It's important not to overdo it.

The fewer notifications and the more critical they are, the more valuable they will be perceived by the user.

We live in a world of constant distraction. Everyone is trying to hook us with their information noise. Your system should only be a source of important notifications that benefit your employees. In this case, they will unconsciously perceive the system notifications as important.

Work from home and from any PC

You can work in the system from anywhere. You just need the Internet and a phone / tablet / laptop.

This reduces the risk of possible downtime, because work can be done from home at almost any time.

Also, you do not need the data that is left on your work computer - all the data is in the system, you can get it from your phone, process the information and perform the necessary actions through your personal account in the system.

The performance of its business, gamification

Everyone wants to feel important.

By giving an employee a dashboard of metrics, they can monitor their changes and try to influence their dynamics. This causes additional gaming excitement, which can have a positive impact on workflows.

In some cases, you can make competitions between people. The main thing is that it does not acquire the character of fierce competition, when mutual assistance and good relations disappear, and envy, personal pride, and friction come to replace them.

Reducing the need to ask something from others

When you ask someone, you distract them from their work. At the same time, the frequency of questions does not matter - each question must be solved.

It will be convenient for the employee if most of the typical issues can be solved through the information system, and in the neighbors.

It all depends on the person, but in general, it is beneficial for business to reduce the number of unnecessary interactions between people.

Possible pitfalls when implementing personal accounts for employees

The implementation of the personal accounts system is a complex iterative process that requires gradual development of the system as users adapt to it.

Let's look at the main problems that can be encountered when implementing a system of personal accounts.

The resistance of the employees

Employees can be strongly attached to a past job option. Someone is too lazy to learn, someone just loves paper, and someone is afraid that everyone will understand his small contribution to the work.

Engage your employees at a very early stage of the development cycle. Ask them how they see the personal account interface for their role.

Enlist the support of the strongest employees. After all, it is for them that you make this system.

Come up with elements that will contribute to the voluntary transition of a person to a new system.

If you do everything forcibly, then it is very likely that formally they will work in the new system, but in reality they will do the work in the old way. Example: take data from the system, and then print on the printer and work with paper.

Create metrics for human involvement in the system. How often it comes in, how many objects it creates per day in the system. See the average for employees and pull up the laggards.

Changes are being made slowly

You will hardly think about this moment when creating a system. And it is critical to the success of the personal accounts system.

Your system should allow you to quickly make changes to processes, allow you to make improvements almost on the fly.

If you have to wait a week for every new feature or small improvement, everything will stretch out incredibly. Polishing the system can take quarters and years.

If you have small edits made on the same day, and ideally within an hour after discovering that you set a high rhythm of grinding the system. Users see the results of their feedback and suggest new improvements.

Gradually, the small ideas of grinding will come to naught, and users will work exactly in the interface that they themselves created. Active participants of edits will eventually consider this interface their own, which simplifies the implementation of the system among users.

Our platform Flacon Space, on the basis of which systems with personal accounts are created, we did with an emphasis on the possibility of quick edits directly from the developer's office. The program interface and business logic are mobile. You can change various elements of the system during operation without having to wait for 2 weeks for changes.

Work around the system

This is a form of employee resistance. In the new system, they are there, but they work according to the old rules, using the old tools.

In any case, there will be a certain transition period when some processes will be out of the system. We need to gradually create conditions for more convenient work in the new system.

The system may also contain critical errors. And the spare old run-in way of working is like a spare airfield.

When there is complete confidence that the new system is functioning well, and it is more convenient to work in it, then you can simply close the old way of working organizationally.

For example, when switching from the old project management system to the new one, we could work in parallel in the old and new system (the database is the same). After a while, we simply disabled all accounts on the old system.

There were requests to open the old system, we analyzed these requests and refined these features in the new system.

Distrust of program data and errors

If the program makes some calculations, and errors slip through them, the user's trust in the system falls.

You need to clean up these errors so that the user can rely on the system data reliably.

At first, you need to check the program. Especially when the business logic edits are made as the program runs. There are new options for using the program, new conditions for discounts in sales, etc. All this can lead to inaccuracies. A detailed manual check at first is an excellent tool to make sure that the program "does not lie".

How to develop a system of personal accounts for employees

If you are faced with the task of creating your own system of personal accounts, then you should start with a description of the system, which can then be passed to the developers for the initial evaluation of the project.

To define roles

Identify the actors in the system. What opportunities will the roles have? What will be the area of responsibility of each role? 

Think through the processes

Describe each process in the role actions. If the process involves processing the application, what statuses should the application pass through?

The simpler the description, the easier it will be to read and modify it. No need to use complex notation to describe business processes.

Think through the data structure

Define the main objects that users will work with. Order, Product, Category, etc. Then define the main fields for each object.

In the future, this information will be needed to design the database structure.

As you define the attributes of objects, you can make notes on how they will be used in the system, and how the business logic will be tied to these attributes.

Define the cabinet structure for each role

Based on the processes, you can determine the composition of the pages of each cabinet. The page structure defines the portal skeleton.

The entire portal is a cabinet, divided into pages.

For each page, specify the approximate content and what access restrictions are available for the page.

You can also make schematic layouts of key pages. The easiest way to do this is in Excel. The view of the cabinets consists of simple elements: forms, tables. In Excel, you can fairly accurately reproduce your version of the page design, as well as describe the business logic of the page with comments.

Ready-made solution or make your own cabinet system?

Before you start the project, you need to decide on the option of creating a system of personal accounts.

You can find a ready-made solution, or create your own. What should be taken into account?

Starting from scratch is long and expensive

Developing from scratch is very long and expensive. Many of the points that are by default in the finished system, in the case of development from scratch, will have to be implemented by their own efforts.

Development from scratch is only suitable as a last resort, when there are no ready-made solutions and your project is so unique in terms of the interface and business logic that you need to develop from the very basics.

Ready-made is difficult to develop

Completely ready-made boxed solutions are usually problematic to develop. And the system of personal accounts for employees is the project that will change throughout the entire life cycle. 

If you take a ready-made solution, immediately work out the question of its customization for your needs. It may happen that after working for a year in such a system, you will have to abandon it because of the inability to adapt it to your new needs.

Our version is a ready-made basic part, but you can develop it for yourself

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Our solution involves ready-made bricks, from which you can quickly assemble your solution.

The building blocks are: Forms, Tables, Resources, Document Uploads, Dashboards, Graphs, etc.

At the same time, we create larger components (Contractors, Finance, Knowledge Base, etc.) that can be adapted to your needs.

And finally, there are ready-made solutions (Площадка услуг, CRM, Client Service), which can also be adapted and changed as needs arise.

The main idea is to reduce the cost of developing the system. There is a possibility of gradual development of the system as the system is used.

Falcon Space-a solution for creating personal accounts for employees

The platform offers tools for quickly creating systems with personal accounts and a catalog. All development is conducted on a very narrow stack-MS SQL Server (business logic and data storage) and Bootstrap (page layout).

One person who knows SQL is enough to support the system.

Advantages of the system

The main advantages of using the system are as follows:

  • Reduced cost of ownership. A narrow development stack allows you to reduce the cost of project support.
  • A large set of features out of the box. Catalog of platform features. Almost all features are configured through SQL.
  • The ability to customize and develop the solution. You can change the existing business logic, add cabinets, roles, and pages.
  • Quick changes in the course of operation. Business logic and interface edits can be made very quickly, directly from the administrator's office, and this will immediately affect all users of the system.
  • Ease of use. The system has a lot of lotions that improve usability. See the detailed article Руководство по юзабилити.   

Key references on the platform

Look at the examples of our platform, and evaluate how it is suitable for solving your problems.

Describe your project in the form концепции проекта, and we will be able to give an initial assessment of your project in the form of a preliminary commercial offer.

Key points when implementing personal accounts for employees

What should be considered when creating your personal account system?

Integration

Think about which external systems you plan to work closely with. These can be payment systems, 1C, warehouse systems, geoservices.

These systems must have some API that your system will connect to.

If you plan to make your own API (i.e. other systems will connect to you), describe what features the API will give to external systems.

Possibility of customization

When choosing a system, pay attention to the possibility of modifying the system to suit your needs.

The system may be inexpensive in its initial form, but any change will require significant costs.

Try to predict possible changes in the future and request the cost of these changes before purchasing the solution.Thus, you will protect yourself from the risks of overspending on system improvements.

Quick adaptation to your needs

The easier and faster it is to edit the system, the more active the development process will be.

If the cycle of any improvement is long, then the cost of improvements increases, and in general, the process of implementation and adaptation stretches over time.

Higspeed performance

If the system gives delays, it will cause a negative reaction from users.

This may be due to both the root problems of the program (unoptimized code) and errors in the system administration.

In our practice, we try to reject slow opportunities. The fact is that the accumulation of such slow features in the system eventually leads to the brakes of the entire system.

Initially, design your pages with performance in mind: you do not need to dump 1000 records on the page at once, you do not need to make super-complex filters for data with very ornate business logic.

Order in business processes

First, optimize your processes, and then transfer them to the system of personal accounts. The system itself will not put things in order in the process.

Improve the processes at least on a separate site. Check on the manual version that it works as it should, and then transfer this process to the system of personal accounts.

Iterative development

Initially, assume that the grinding of the system will be constant.

You can not make a system of personal accounts for 1 time and then use it unchanged.

Already at the development stage, new ideas will appear on how to improve it. During the operation phase, real users will be connected, and these ideas will become even more numerous.

You should also keep in mind that the realities of business are changing, and your program should have time to change after them.

Conclusion

We have briefly reviewed the main aspects of developing a personal account for employees.

Now you have a clear understanding of the structure of the development of such a system. Start by describing the system-roles, page structure, data structure.

We recommend you to read the articles aboutcreating a personal account for the client and creating a custom CRM.

Creating classrooms is a sequential process of development of their business systems and their contribution to the ecosystem. Consider your personal account system as one of the assets of your business.

Tags: crm (11)

The author of the article is Ruslan Ryanov

The creator of the Falcon Space platform

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