Rapid modernization of operations has introduced numerous changes to how people work. Technology not only helps to facilitate efficiency improvement, it also advances employee productivity. The level of improvement hinges on the capabilities of the managers and employees to adapt.
There are five skill shifts that are important to note.
Comprehension of workflows
With built-in workflow automation in many applications, many tedious manual tasks have been eliminated.
Instead of entering data into an Excel file and passing it to the next person, employees enter data to a user-friendly screen. Data are entered once. A ‘required’ data field feature eliminates unintended omissions.
The embedded workflow management capability requires users to understand how the overall workflow is managed. When problems arise, they would be able to identify where the issue occurs. This additional knowledge benefits the business and helps employees acquire a broader perspective on work.
Spontaneous response to real-time data
Real-time data on workload provides employees and managers full visibility on work volume, assignments, and bottlenecks.
Employees no longer need to check the whiteboard or look up a document to gather the needed information. Real-time data are presented in tables and charts, with alerts flagging urgent tasks.
Real-time information makes prioritization easy. At the same time, expedient responses are expected. For some employees, it would be an adjustment as they need to be more responsive to priorities.
Data-driven mindset
Data drives automation. Incomplete or incorrect data creates backlogs.
Employees need to become more cognizant of entering accurate data, as well as making use of the abundant data displayed in front of them.
This could be overwhelming at first, proper training and coaching would ease the learning curve. Getting used to look at data constantly and being able to decipher key messages from data are important.
Support to expedite adaptation
Employees who are not tech savvy would need support to adjust to the new mode of operation.
This requires their managers to take on a more active role providing guidance during the transition. Additional time commitment to offer moral support is essential as every employee is different.
Managers need to demonstrate more empathy while nudging their team to adjust. It requires patience and perseverance especially when many are struggling with the transformation.
Ability to support external customers
Digital transformation impacts the customers too. Non tech savvy customers would face a major hurdle.
It is a significant change to customers who are not comfortable going digital. Migration to a portal for communication and sharing information might be foreign to them. They will need a lot of assistance.
Subsequently, the customer service agents become tech support agents. Not everyone is well equipped to take on that task. Hence, it is important to understand the gaps and do proper training.
The traditional reliance on technology vendors on user training is no longer sufficient. The business itself ought to step up and take on the above responsibilities to ensure the transition is smooth. These five areas require attention right off the bat. Incorporating appropriate elements as part of change management would help pave the way to successful digital transformation.
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