Philosophy behind real-time monitoring solutions

Have you ever run a quick survey on what most SaaS products and services are catering to these days?

1. Did you notice a majority chunk selling you real-time monitoring of what your employees are doing in office?

2. Or solutions providing you time and motion study of shop-floor workers?

3. Or capturing communication of how your tele-calling guys are talking to your customers?

4. Utilizing GPS tracking for real-time vehicle location updates

5. Real-time oversight of production lines

6. Overseeing call quality and network performance in contact centers

7. And many more..

Have your ever-thought behind the philosophy of such solutions?

There are two underlying levers to observe here - "TRUST" and "SELF-AWARENESS"

TRUST

For those of you, who have grown up in high-trust societies or maybe lived with close families for long, you will have a difficult time understanding this space atleast from a "TRUST" standpoint. 

You are comfortable with your understanding about:-

1. Trusting people who work for you

2. Trusting people how they work for you

3. Trusting people why they work for you

So when you are comfortable trusting people across these three dimensions, you don't find it as a need to micro-manage and ask "Why" here.

However, it is important to understand that enterprises are a group of people or beings who have varied life-experiences and thus different answers to why they work and how they work. And this might be different from your understanding of them.

While, it is fine for them to work in different manner, it might spring up as a problem if they cross your standard operating procedures. Thus, to make people abide by SOPs, enterprises would want the monitoring systems to be in-place

SELF-AWARENESS

The second factor is self-awareness among employees. If I ask you how much of self-aware are you, what will be your answer?

What makes someone self-aware? Do you know what you do, and what makes you do, what you do?

Have you ever run a self-awareness test on your employees? Have you run it on yourself?

Coming back to how is this related to real-time monitoring solutions?

Supposedly, an enterprise has three business units - A, B and C. Of these business units, one of the unit, continuously outperforms both external and internal benchmarks in each earnings session.

When asked what makes the BU special, they don't have any specific answer other than the obvious? The specific answer is not coming because the self-awareness is lacking (considering TRUST is there!)

As an enterprise leader, you might be self-aware, but are your employees self-aware too?

Do they know what is special in them, that is causing this outperformance. And if as an enterprise leader, you don't know what is working for you, then how will you replicate success in other BU's?

These real-time monitoring solutions build awareness of both the good and the bad in an objective fashion. So, while your employees are self-aware or not, you will be able to unearth the specificities!!