Scalability is an attribute of a system or any software application for handling the increasing amount of workload by adding resources into that particular system. This scale is often considered equivalent to volume which in turn includes transactions, number of user, and things which have been processed. Scalibility is a very important aspect specifically for those organisations or businesses which are medium sized or small and aims for a rapid growth. These scales should also be adaptable to the changing demands and needs of the business.
Scalibility can be categorised in to 2 following aspects. First is hardware and second is software. Scalability in hardware implies changing the increased volume of work by altering hardware requirements like changing number of memory, hard drive capacity and processors. Scalibility is software implies that to bring change in the huge volume of work requires alterations in planning method. An enterprise application to be successfully delivered also implies achieving 4 dimensions of scalibility. These are physical, organisational, customer, implementation scales.
1) Physical Scalibility :
The physical dimension of scalibility is the first thing which organisations generally think of when they start reflecting over any performance of task which are going to be executed. This scale implies managing work load placed on an application through various ways without fail like through users, through complex rules which are invoked, through huge number of applications which are submitted. Using these methods the things which should be kept in mind are that the performance should not be degraded nor excessive volume of hardware should be needed.
Many organisations which uses sole interpreter to carry out business functions such as rules, processes, UI have surprisingly a very poor form of physical scale. The fundamental products required for case management frequently use interpreters ( such as BPM or Business process management engines) functioning inside interpreters (such as JVM or Java Virtual Machines) need many hardware resources. This is the reason why enterprise case management applications and automation that give rise in the back – end to assembled code are so much effective, smooth running, extensible and scalable.
2) Organisational Scalability :
Organisational dimension of scale grows with the increasing number of departments, section, business, regions, service lines, operating divisions. It is commonly believed that the more no. of organisational scale one has the more hard it becomes to achieve and systematize economies of scale. Nearly all software platforms gives two alternatives :
a) Coercing the enterprise with a one- size- fits- all attitude. Although this is actually a failure since all enterprise who have tried this approach have failed.
b) The standard process application should be duplicated and create several systematized versions. Although this alternative is better than the previous one but is not a long term solution because after sometime if becomes extremely hard to harmonize change across all systematized applications.
Enterprise using organisational scale define architecture which are multi layered consisting of process, rules and policies at tenant and worldwide level and dynamically take decision on what requires to get accomplished. An organisation creates and looks after one aplication which each customer and employees can use concentrating under a single authority the field driven specialisation and top down standardization for an authentic organisational scalability.
3) Customer Scalability :
In the digital era, customer’s view point is of utmost important. Therefore the end- to-end processes of applications should be managed from view point of customers. These customer can be of various types – vendor, manager, tax payer, mortgage lender, specialist processing grants. This this capability to begin with the goals of the customer and work inward is the customer dimension of scale of the applications. To achieve this scalability, the application should :
a) Run in an ordered way across all points of contact such as in an individual, mobile, chat, contact center, self service, batch application, single application.
b) Prevent complications from impeding with highly effective and systematic experience of the customer.
c) Develop the overall experience of the customer using analytics which are highly predictive.
There are certain points to be kept in mind while scaling customer support without hurting their experience. Those are :
a) Extending self service by providing a community forum or FAQ page so that the customers can help themselves. This decreases the contact volume.
b) Creating SOPs which clears the confusion of agents and their efficiency is also increased
c) Using software which are transparent which decreases ticket time and increases productivity, confusion regarding ticket vanishes ,contact time gets reduced and customer experience are increased
d) Empowering the team with help desk so that they have the freedom to take their own decision in making customer happy.
4) Implementation scalability :
The systems which are code based needs changes and developments to applications or business process outlined in one tool and in another tool it is exported. Again it is ported to a different test environment to ascertain the effectiveness and again sometimes to another environment for deploying into production finally.
Another very swift approach is where in a system ,authoring, development of application, integration tools, governance, for application access remain in an uniform, single environment which is also web-based, unified coherently into Continuous Integration and Deployment process, also known as CI/CD process. This capability for integration allows enterprises exceptional amount of operational swiftness and power of processing. This also allows the development of application modifications and new applications, which are then tested and utilized by city developers.
The Implementation dimension of scale is attained by possessing the correct tools for managing compound programmes across the parallel system of delivery that sometimes involve distinct features of the organisation of customer and several outside contractors. Thus an important feature of implementation scale is the technology which supports unlimited numbers of concurrent projects and sphere of work all together. Coherent unification with project management, testing frameworks, and DevOps become important here. Some other advantage of a integrated and strong business process is the capability for all changes to be tested and designed keeping in mind that the production environment or ineffective porting between several environment, or requiring long coding activities. Organisations which have strong citizen developers, maintaining applications can be entrusted to the business.
Three barriers have been identified to the scaling up if businesses. Those are as follows :
1) The leaders which will take over the previous leaders must learn to master the skills of delegation and hiring skills. If they fail to do so, there business will not be scaled properly.
2) If there are not enough scalable infrastructure , then the customers and employers will be at problem because they would not be able to handle the decision and communication complexities which comes with the growth of the enterprise.
3) The organisations should build an effective marketing g function which is kept separate from the sales for the organisation to stay focussed after the profitable and right customers Thus growth in business is an effective process as the leaders directs the revolutions and evolutions in the growth mad these growth stages are unavoidable and predictable just like the growth stages in a child.