The operations guide to digital adoption


Thinking about productivity in terms of process, not people

On a project level, company priorities are often temporary: Deploy a new application to employees, debut a new product to your customers, redesign your website, etc. But on a higher level, these projects serve more thematic, often permanent goals. Think increasing growth, growing the customer base, or becoming more efficient and productive. These are all important elements of what it means to be a successful business. But too often, the way we think about advancing them doesn’t reflect reality.

A mindset stuck in the past

Traditionally, it’s been common for managers to think about achieving overarching business goals in terms of individual or group performance. Is such-and-such regional sales team hitting their quota? Are they shrinking the average time it takes to close out the sales cycle with a customer? Are they executing work in the way it was intended to be done without raising any serious governance or regulatory compliance issues?

It’s not that asking these kinds of questions is wrong per se—far from it. But if a company does face some sort of performance or productivity issue, it’s tempting to immediately think of it as a people problem, when it most likely isn’t. Before jumping to people, managers should consider the process or processes tied to the issue. Are they clear, intuitive, and friction-free? Is effective onboarding in place? Is support readily available to assist when an employee gets stuck? In essence: Is the process in its current state (and/or the applications it’s built on) setting up employees for success, or for failure?

The backbone of business success

Optimizing workplace processes and the technology that powers them has never been more important. That’s why business operations and transformation teams are crucial to an organization’s success. They build the workplace processes that empower their people to get things done and the organization to succeed.

In this guide, we’ll give an overview of the steps business ops teams should take in order to create or optimize process solutions. First is to undertake the right scoping, analysis, and planning powered by a digital adoption solution. Once they do that, these teams have it in their power to design or refine ways of working that will put the employee at the center, to the benefit of the greater business.

Keep reading

You must enable functional cookies to view this content.

Enable cookies