January. 16, 20
Ensuring that a new technology solution was adopted successfully into the Diamond Grading Labs globally by implementing change techniques to enable success.
De Beers, the world’s largest diamond company with over 150 years of history, starting in mining and making its way more and more into the high-end luxury retail market. Part of their diversification was to increase business in their diamond grading business called the International Institute of Diamond Grading and Research (IIDGR).
To do this, the company was experiencing an uptick in demand for its diamond grading services in their grading labs in India and Belgium. The technology team was given a budget to cover six months to upgrade in the technology platform that their diamond graders were using to record the grades of each diamond to meet the increasing requests.
It was recognized that the first step in increasing throughput for the grading lab was to create a more user-centric interface.
The founder of Eleven Consulting, Nishadi, recognized that one major issue was the potential rejection of the change from a system that had been used by old fashioned, non technology focused graders for many years.
For a growing business, this would result in a backlog within the labs as demand was growing, and in turn, erode the service level offering to the clients.
The new grading system was successfully implemented into the grading labs in both Antwerp and Surat. Grading throughput was increased by 20% based on the intuitive user interface reducing diamond grading times from 8 mins to 6 mins.
This was attributed to the innovative new user-centric design and its successful integration into the grading process.