The Right Technologies for an Intelligent Supply Chain: Part 2

The Indispensable Human Element in AI-Driven Supply Chains

Welcome back to our three-part series on The Right Technologies for an Intelligent Supply Chain. In our last blog we focused on Spatial Web, balancing artificial intelligence (AI) and human experience, and the benefits AI brings to decision support for c-level executives. We recently had the chance to engage in a detailed exchange with Gene Tyndall, co-founder of eMate Consulting and a renowned figure in the realm of supply chain innovation. Gene has a wealth of experience in the supply chain sector, including roles as President of Ryder Supply Chain Solutions and as a global consultant for supply chain management with Ernst & Young.

This certainly set the stage for an enlightening dialogue, enriched by his vast professional insights. This blog will be focusing on why humans are essential for a high-performing supply chain with AT embedded in its technology. 

Cultivating the New Skill Set for the Digital Frontier

The introduction of artificial intelligence (AI) into supply chains marks a significant shift for workers, requiring them to combine data skills, AI knowledge, and digital expertise. This change focuses on using AI's power effectively, while keeping it connected to human experience. This can range from knowing how to most efficiently use chatbot prompts, to how to leverage AI predictive analytics best for your 3PL or brand. It is a great opportunity to help expand into skill sets, allowing companies and employees both to reap the benefits of AI.

In supply chain management, human qualities like judgment, creativity, experience, and imagination complement AI's accuracy. These traits are crucial, as they help align technology with human values, ethics, and our unpredictable needs. No technology is going to know humans the way actual humans would. That’s why it is important to remember that human interactions serve as the foundation for making the predictions that guide and improve AI learning. Human interactions are also necessary for strategic decision support.

Blueprint for Innovation in AI-Accentuated Supply Chains

Our approach to innovation within AI-enhanced supply chains is twofold. We help businesses build the necessary foundation to foster an environment where creativity goes alongside technological advancement, ensuring that innovation is not only smart but also human-centric.

In his discussion, Gene highlights the importance of thoroughly understanding the supply chain from procurement to delivery. He asserts, "Understand the full end-to-end chain," emphasizing the need for proficiency in modern technologies due to their growing influence on supply chain processes. However, he cautions against excessive automation, citing Amazon's 'dark warehouse' experiments, "It works on simple stuff, but as soon as there's a service problem, that can cause functioning issues. So we're always going to need people..."

Osa Commerce can help your business with end-to-end comprehension and visibility while maintaining the crucial element of humans throughout the supply chain. When it comes to our technology we take pride in being able to provide a transparent view into every element of your supply chain from a customer’s cart, to integrating multiple WMS, to precision on the last-mile. With our Collaborative Visibility Platform you can decide exactly what information and integrations your company needs when it comes to fulfilling your orders.

Gene advocates for a balanced knowledge—an appreciation of the robotic elements without losing touch with the human interface: "Even knowing what robots do and how is important." This knowledge empowers meaningful customer interactions, allowing a deeper understanding of system utilization from the customer's viewpoint.   

Supply Chain Change Management Challenges

Some could argue that the supply chain is consistently in a state of change. Third party logistics providers (3PLs) are continually looking to reduce overall costs, improve efficiency, and increase reliability for their brand and retail customers. While brands, on the other hand, are seeking overall effectiveness for their entire product journey. 

"Change management's been an issue. It doesn't matter when; it always is."

Gene Tyndall

Co-Founder of eMate Consulting

Gene shares that change management is always a challenge, as he notes, "Change management's been an issue. It doesn't matter when; it always is." But it doesn't always have to be the case. He believes that understanding the reasons for change, along with process and involvement are key, asking, "Why should I change something that's worked for us for years?" He recommends using workshops and pilot programs for gradual learning and inclusive decision-making when looking to implement change into the supply chain.

Change is often a necessary requirement when looking to grow a business or make an impact in the marketplace. However, Gene warns against universal approaches and discusses the concept of 'leading practices' versus 'best practices,' pointing out that the ideal approach can vary: "What's best for me may not be best for you." He suggests that effective change isn't just about adopting new methods but tailoring them to fit an organization's unique needs.

Overall, his insights highlight the crucial blend of human skills, technological know-how, and change management in the supply chain industry, stressing the need for gradual change and customization to an organization's specific requirements. The need for change starts at the beginning – show me, don’t just tell me – set up simulated scenarios to show. 

Osa Commerce understands all too well the importance of creating solutions to fit your supply chain—creating a collaborative network for your partners, customers, and consumers. At the heart of this is integrations which is why we have over 440 preset channels to cater to your every need. But for those who require additional connections, the Osa Collaborative Visibility Platform is tech-agnostic, offering businesses unlimited possibilities to integrate with any partner or additional technologies and systems. Osa offers the opportunity to see your business scale up while maintaining healthy change management. 

Change management acts as a guiding tool for companies, helping them stay oriented during times of change. Successful businesses treat this process as ongoing, requiring clear communication and repeated efforts. Implementing strategies such as peer-to-peer training and team management methods, like Kanban, can help smooth the transition and ensure everyone in the company is on board.

Defining what success looks like is a crucial step in this process. Organizations need to set and communicate clear success metrics, fostering a commitment to change through a culture of continuous learning, adaptation, and strategic implementation.

Gene highlights the importance of a thoughtful and sophisticated approach to automating supply chains within an organization. He recommends customizing automation use, designing operations carefully, and adopting agile strategies for effective supply chain management. This emphasizes that despite technological advancements, the human element in these processes remains irreplaceable.

Shaping the Supply Chains of Tomorrow

The vision of an intelligent supply chain is already becoming a reality. At Osa Commerce, we are at the forefront of this transformation. We're not just tracking the latest developments; we're leading the way. Leveraging cutting-edge technology, we provide businesses with the tools they need to master the intricacies of modern supply chains, ensuring they move with purpose and adaptability. Our goal isn't simply to create smarter supply chains but to build the infrastructure that will support scalability for years to come.

The impact of AI and data analytics stretches beyond just streamlining operations; it equips us with the strategic insight to stay ahead. We're moving towards a world where decisions are data-driven and where improving every day is part of our core mission.

Come with us as we step into a future where supply chains are not only more efficient but also enhanced with human creativity and innovation. Join Osa Commerce on this journey to a place where supply chains don't just function—they thrive and adapt, with humanity at their core.