First layer is based on full automation of repetitive activities with human supervision coming from the second layer. It is the layer in direct contact with the end client! Here we include activities from sales, on-boarding, client relationship management, support, customer service, legal, online and offline tools/facilities. Second layer is the layer of 'business as usual' decision making, covering operational aspects and integrative activities of the enterprise, like solving exceptional situations or integrating continuous user feedback into the automated repetitive activities. Third layer is the layer of systemic enterprise activities and the work is entirely done by people, using the digital tools (instead of becoming their 'slaves'!!!). This layer includes strategic decision making, design of operations, conceptual activities and similar.
The following PRINCIPLES are applied simultaneously:
- dynamic multi-functional teams of cross-skilled individuals;
- 1-1-1 principle - between end-client and strategic decision maker there is only one other person, at all times;
- flat hierarchy & interchangeable leadership roles - Leadership is assumed on a 'need to act' basis;
- pro-active end client - up-skill your client;
- flexible modular structures;
- knowhow-based authority - the employees facing the end-client, from the second layer of the D.D.E., are having full authority and power of decision making;
- problem-solver hiring - hiring the candidate who proposes the best solution for the existing problem!
The above is because any automation is solving a precise need of the End-client and the most 'powerful' person in the enterprise has to be in-depth IT savvy. In this way, all decisions are made in full knowledge of the technical and technological constraints. Made in real-time, with minimal financial effort! [A Digital Master knows very well Hardware, Software, Networks and Programming!!!]