A New Industry: Voice-Based Data Entry is the New Productivity Tool

When we wisely abandon the drudgery, procrastination, and time wasting involved in keyboarding information among professional engineering and scientific people and, instead, use voice for serious, paragraph length data entry into company databases, when we see the natural and intuitive simplicity of a voice-based data entry approach, we can appreciate two applications that have been proved successful in major U.S. corporations:

1.  Customer Satisfaction Surveys – identify the customer contacts you want to hear from, ask them to participate, give them a phone number to call and a secure (and anonymous) ID number, and then let them call into an open dictation system and answer 4-5 simple and general questions as they choose to answer.  This will give you what is truly “the voice of the customer.”  Then, use a qualitative knowledge analysis tool to convert the audio to digital, number/code the “thought units” (word, phrase, or sentence with one unique message), and enter the information into the database for analysis.

Such a system has been used by several major aerospace companies with their Department of Defense contacts on major weapons systems.  The contacts are asked to comment on their perceptions of customer service, teamwork, product efficacy, and other issues they might have with the company sponsoring the survey (observing all confidentiality requirements).  With this service, you get 95% participation, speaking times of 5-8 minutes (equivalent to about one-half page of 12-point font text), and significant qualitative insight into the feelings, attitudes, and perceptions of the callers/speakers.  All input is anonymous in the database, so callers are free to speak their minds without fear of discovery or repercussion.

Voice-based data entry for customer satisfaction surveys is a state-of-the-art qualitative method of “hearing” directly, with words and emotions, the perception of company products and services with statements of satisfaction and suggestions for improvement and being able to perform analytics on those data.

2.  Large Proposal Preparation – have the Proposal Manager set up the outline for the proposal, following exactly the guidance in the Statement of Work, Sections L and M of the RFP, and other guidance.  Then have that Manager assign sections to the various content specialists and top level managers who know the information that is to go in each section.  Realizing that at the beginning the people already know 98% of what is needed in the proposal, then have each of those persons call into the open voice-based system, enter their ID number, and then speak in their information.  This is the very best “pre-kick-off” activity because it generates a baseline prototype of the document in a very short time.  Have those inputs transcribed and entered into a master database for the sections of the proposal.  Then a week prior to the formal “kick-off” meeting, pass out these documents and have everyone come to the beginning meeting ready to discuss the proposal direction, win themes, and content.

In a very short time, you can move from the announcement of the proposal to a working prototype with all sections started and everyone discussing the overall structure and content of the proposal.  This is a far more effective method of proposal starting than storyboarding.  This voice-based data entry is a tremendous tool for “front-end loading” and “rapid prototyping” of a proposal to get the energy up quickly and fully and everyone engaged and participating.  One of the major problems with proposals is waiting too long to develop an initial prototype of the final document.  This is sometimes left until the end of the effort, the last step.  Far more powerful, is a front-loading by voice of all of the content that everyone already knows, getting it out where everyone can read it and evaluate it, and having an initial prototype in hand to force momentum and energy into the work.

Voice-based data entry systems are becoming a new industry, with companies seeking natural and intuitive ways to assist professional people gather and analyze “the voice of the customer.”  Speak in the information and get it done in minutes, right now, with energy and intellectual intensity rather than depend on the old, tired keyboard method that can take months because of avoidance behavior, procrastination, and dislike of the writing task.

‘TEAMS THINK’! Three Essentials for Quality Proposal Preparation

One of the most interesting productivity assertions in the psychology of project work is that “TEAMS THINK!” 

Quite apart from the individual thinking and individual intelligences of members of a team is the reality that among the members, as the work progresses, there forms a “mind,” a shared thinking reality that is “more than” and “better than” the work of any one individual team member.

This powerful idea of (1) the power of shared knowledge joins with two other fundamental forces or engines to propel the minds forward to vital and incisive innovative and creative TEAM THINKING in proposal writing – (2) front-end loading and (3) rapid prototyping.

(And remember, the key input tool to accelerate these forces among team members is continual voice-based data entry of accurate, current, and complete shared thinking to a common database to create virtuous cycles of double loop feedback.

First, take advantage of the power of team thinking – Sharing and collaborating enables shared cognition and shared mental models to develop quickly among proposal team members for faster, more intense, and more productive thinking than any one person could achieve by him/herself..  With an open system where everyone speaks his/her mind with highly divergent thinking, the team need not worry about what Janus calls “GroupThink” and its constant threat of too rapid a shift to convergent thinking and the shutting off of innovating and creative thinking.  Group Think is “…‘a deterioration of mental efficiency, reality testing, and moral judgment’ that results from in-group pressures.  Essentially, people within a group become so consumed with the group, maintaining group cohesiveness, and doing what is important for the group that they themselves lose their ability to think independently and make good, sound judgments.” 

“We have forgotten that when we bring ourselves together around a common purpose, ‘connected to one another, to a leader, and to an idea’, as Seth Godin puts it in Tribes, we each become capable of accomplishing more than no one can alone.  That’s not just because we have an infrastructure of support, but because every tribe creates lifeline relationships…. Such awareness comes from the mutual feedback we give each other – a process that forms the bedrock of lifeline relationships” (Ferrazi).

Because teams are “capable of accomplishing more than no one can alone,” joining in and willingly collaborating through each person speaking his or her mind openly is a crucial first force for good team thinking.

 

Second, jump on the power of front-end loading – The most enriching and fruitful moment in a project is at the absolute beginning, as early as possible in project time, when the team bursts or surges intellectual energy and thinking into the project.  Starting sooner, starting with utmost thinking power has an influence on thinking that is very noticeable and productive.

“This pattern of mounting energy and propulsion is what is often neglected in efforts to teach for higher-order thinking; such neglect fails to prepare thinkers to develop cognitive momentum….” (Lipman-Blumen, J and HJ Leavitt, Hot Groups, 1991, 68).

“…mounting energy and propulsion,” “develop[ing] cognitive momentum,” mean that loading intellectual energy at the very beginning opens a richly enabling space for powerful team thinking and starts “virtuous cycles” of ideas and feedback.

Third, and very important, take advantage of the power of rapid prototyping:  At the beginning of the proposal, direct or focus that surge of thinking to an object, a concrete embodiment of the final product.  As quickly as possible, to build a 1:1 rapid prototype of exactly what the end product might look like, what the specifications demand.  Prototypes are simple, risk free, full of errors, but highly revealing.

“Fail often to succeed sooner.  Early failures are not only desirable but also needed to eliminate unfavorable options quickly and build on the learning they generate.  The faster the experimentation-failure cycle, the more feedback can be gathered and incorporated into new rounds of testing” Thomke, Experimentation, 23, 230). (Thomke, Experimentation).

“The prototype is a compelling mechanism to aid convergence because it is a preliminary vision off an innovation embodied in some shape or form that can be shared.  It can be handled, viewed, experienced, or discussed…. Prototypes are invaluable communication tools because they provide a focus for discussion among people with different perspectives… to aid convergence.  Such prototyping activities provide so much information to the group that members can converge rapidly on the ultimate design” (Leonard, Swapp, 1999, When Sparks Fly, 96, 111-114, 117).

As a TEAM, look down to and create at the beginning a rapid prototype of the final proposal with all requirements met – as a thinking exercise with a concrete thinking tool.  Use it as your “story board” or “project kick off exercise” for the proposal.

And if we ignore these powerful drivers?  Sadly, the typical back-end, crisis [see Edwards Deming, Out of the Crisis] procedures when a team comes together to write a proposal delays action with a whole bunch of administrative stuff, fiddling around with storyboards or 99-step processes, holding meetings to discuss things, or, as is more often the case, just drifting along for a while, with everybody doing their technical work, letting time pass, procrastinating, and then, finally, when the time has run out and the crisis is upon the team, the thinking is vulnerable to all of the worst biases (Kahneman) and grasp, for instance, at the things most available (“availability bias”) whatever is most familiar (“familiarity bias”), whatever was used last time, (“historical bias”), or what the dominant ego in the room has already decided (“power/ego bias”).

All of this is avoided, using a voice-based data entry system and with strong team thinking, the surging of intellectual energy or front-loading at the beginning, and the immediate intellectual power that comes from rapid prototyping.

Talk it! The Strategic Benefits of Quick-Start Sales Reporting

Quick! Immediately! Just as soon as possible! Right now! One of the most significant benefits of a voice-based sales communication system is the capturing of EXPLANATORY information. Often, if a sales rep has to type his or her sales reports, the activity is delayed, procrastinated, put off, sometimes for hours, sometimes for days.

When a lot of other activity, with a lot of additional information, comes between the moment of the sales meeting and the reporting of the information, most of the QUALITATIVE information is lost – the feelings, impressions, insights, perceptions, random or gut realizations that occurred during the meeting. Hours later, days later, mostly under duress and with very negative feelings, the person just accounts for the basics of the activity and forgets the rest. Often these oppressive reports are typed in the hotel room, at night in the office, or over the weekend – a tremendous loss of quality time for hobbies, golf, family, and other rejuvenating and personally rewarding activity.

This loss of explanatory, background, and contextual information about a customer and a customer face-to-face meeting is tragic for strategic thinking for the many managers and leaders in the organization who could benefit from knowing. What are the customers saying about our products? How does our quality compare to that of our competitors? How about our pricing, are our competitors working out deals, are our customers looking off-shore or on the gray market instead of buying from us? What impressions and feelings are you getting regarding the buying interests and longer term plans of our customers? Are our competitors involved in our customers’ planning? What are you hearing about potential projects that might involve us? Why are customer buying numbers up or down?

CRM that only tracks activity is a terrible waste of sales people, software investments, and management/leadership time. The only thing more terribly wasteful is an organization that does not even demand that its sales people report at all (very poor-to-no user adoption!) – “the tail is wagging the dog!” A sales team that reports quickly and regularly, that uses a voice-based sales communication system to make sure it is easy and fast to record explanatory or qualitative information will feed a stream of current, accurate, and complete strategic knowledge to organization leaders to strengthen competitive understanding, wise decision making, and decisive action.

ISN’T THAT WHAT EVERYONE IS SPENDING ALL OF THAT MONEY ON CRM TO GET?

Early, Front-End Loading of Team Knowledge is Critical to Project Success

Probably 95% of the knowledge required for a project is already known at the beginning of the project. The issue is accessing this knowledge as quickly, as early as possible, so the project begins as “knowledge rich” as possible. Whuuummmppp!Through methods like voice-based data access, every member of the team should “download” by speaking everything related to the project and have that information captured, transcribed, and databased for access by every team member.

We need all quantitative data – the numbers, specifications, detailed thoughts on drawings and proofs; we need all qualitative data – the insights, perceptions, feelings, worries and concerns, preliminary (gut) analytics. We need it all, spoken and out and captured and available – DAY ONE OF THE PROJECT TIMELINE!

The primary reason projects fail is a tendency to procrastinate, to allow team members to remain isolated too long. The drift in ignorance as time passes and information is not captured and shared is what Deming warned about in his book OUT OF THE CRISIS! The delay toward the moment the project is running out of time is the delay that results in many of the worst human judgment errors and biases. So, the team should be pulled together on day one, given hand-held recorders, and told to random dictate every thought that comes into their mind about the project now beginning. Fast, quick, random – power it out and down. This data should be transcribed and given back to the project team within hours.

After they read all that everyone has written, then the team should be brought into the formal Kick-Off Meeting. Now everyone knows the 95%. Project time will be cut in half, and the final product will be of the highest quality.

Business Intelligence System – control of data coming in and reporting going out!

Critical to business intelligence and knowledge management is early rapid accumulation of information from as many diverse (credible) sources as possible – both quantitative data and qualitative knowledge. Massive aggregation or accumulation of the most accurate, current, and complete information, in a form that is usable easily and quickly must be a high priority for organization management. Every morning, leaders should be able to open their knowledge management dashboard and see the total information profile or graphic with the information processed and presented for maximum rapid understanding and action. We cannot talk about “organizational intelligence” or “strategic knowledge” or “knowledge application” unless we have a steady flow of reporting from all those out in the marketplace, especially those who are working with customers and competitors. Sales reps, technical field leaders, executives and managers, customer service people, manufacturing and product innovation and development leaders – anyone directly connecting with the marketplace needs to be reporting continuously, quickly, into the business intelligence system. At the touch of the “Refresh” button, a leader should be able to see at a quick glance exactly what is going on with the marketplace, customers, competitors, products, customer service, product performance and reception, etc.

Fast and timely reporting, with accurate, complete, and current information, processed quickly into usable form, given to the right people who have the power to collaborate and come up with strategic understanding, proper decisions, and forceful action – that is what a business intelligence system should deliver. Control over the data coming in, and control over the reporting of the data coming out!

On Deming’s “Out of the Crisis”

One of the major constraints to innovation and creativity is delay, procrastination, waiting, and otherwise not engaging in the intellectual work of a new task at the very beginning. “Front-end loading” is the term in project management literature that speaks to the need for a team to engage intellectually in a task as quickly and energetically as possible – as near the initial thinking and planning stage as possible. Engineering planning identifies this step as FEL (front end loading) and has three definite steps the team is to perform at this time. Design for Six Sigma is a shift of this work to the beginning of a project rather than to the end. Edwards Deming realized and taught that a team to win has to get “out of the crisis” at the back end of a project by moving serious creative and innovative thinking to the front. The faster and the earlier and the more energetically a team STARTs the thinking process, the better everything will work out at the end.