#Japan #Niigata #DX Support #OM Network #R-Shift

Overcoming Local Rule Challenges: Enhancing DX Implementation at OM Network

In recent times, many companies are embracing digital transformation (DX) and updating their operational systems. However, numerous projects have stalled or faced challenges during the verification phase at the front line. OM Network, headquartered in Niigata, Japan, has been actively involved in supporting the deployment of shift management systems, specifically the 'R-Shift' designed for retail. Through these experiences, it has become evident that projects initially aimed at achieving 'company-wide optimization', 'standardization', and 'operational efficiency' often shift focus to 'local needs' of each site. This shift can lead to confusion and eventually to the failure of system implementation.

The Complications of Local Rules in DX

With increasing labor shortages and the diversification of work styles, unique operational rules at various business locations have become complicated. Some of the specific demands observed during the support process include:

• - Equalizing early shift frequencies among certain team members
• - Different rules for requested days off in each store
• - Avoiding early shifts after late or holiday shifts
• - Ensuring that specific staff members do not share shifts
• - Unique break rules for part-time workers

While such requests are vital for maintaining site operations, trying to incorporate every local rule into the system can complicate configurations and operations. This complexity can lead to lower system adoption rates and increased operational burdens. OM Network has also noted instances where, upon realizing they could not meet the demands of some locations, decisions were made to postpone or abandon the system implementation. Ultimately, projects that began with the goal of 'company-wide unity' transitioned into accommodating individual store requests, significantly hindering progress in DX initiatives.

Respect for the Frontline and Courageous Proposals

OM Network prioritizes understanding each customer’s challenges through careful listening and clarifying the goals that systemization should achieve. Support staff accompany project verification, fostering an environment tailored to specific needs. It is essential to value frontline input, as it is paramount in the retail sector. However, accepting all requests as 'valid' without considering the overarching goals of efficiency and standardization can divert progress significantly.

"While that feature can be implemented, it may lead us further from the company's aim of 'standardization and unification'. Should we reflect on the operational rules at this point?" This kind of engaged proposal is what OM Network strives for.

Altering system settings as dictated is something anyone can do, but due to extensive experience with diverse customers and understanding typical patterns of failure, OM Network is positioned to provide substantial insights. Although the 'success structure' may vary across different companies based on their environments and timings, the 'failure structures' often show remarkable similarities. We respect the frontline's needs while sincerely engaging with our clients to collectively establish an optimal system. That is where our strength lies.

Achieved Results

Thanks to this collaborative approach, both headquarters and frontline staff expressed satisfaction post-implementation. Head office representatives have noted that the visibility of shift statuses across all stores has significantly reduced the effort and time needed for monthly reporting and management. Additionally, even initial skepticism from store managers regarding rule changes has shifted to positive feedback, stating, "With the elimination of arbitrary rules, the time taken for shift creation has halved. Also, the absence of complaints about favoritism among staff allows us to concentrate more on our core customer-facing duties."

This emphasis on re-evaluating operational rules demonstrates the effectiveness of the 'slow and steady' approach in ensuring that the system adheres to the realities of the workplace, thereby realizing its intended benefits.

Future Directions

OM Network does not consider the system implementation as the endpoint; rather, they view it as the beginning of a more extensive journey. Retail operations are continually evolving, necessitating that systems also adapt to these changes over time. OM Network intends to continue supporting frontline operations post-installation, facilitating updates to create an even more user-friendly environment. The company remains dedicated to addressing the intricate challenges involving 'people' and 'shifts' in the retail industry, aiming to construct systems and support frameworks that foster unity between frontline operations and headquarters for mutual growth.

Company Overview

Company Name: OM Network Co., Ltd.
Location: Niigata City, Niigata Prefecture
CEO: Shinya Yamagishi
Business Overview: Development of operational systems, Shift management system 'R-Shift'
Website: OM Network