01 Mar How to show the value of business transformation to staff and stakeholders
New clients who are starting out on their business transformation journey are often excited about what lies ahead. And why shouldn’t they be? Embarking on the process of business transformation, while daunting, is exciting. There are new questions being asked, challenges to be overcome and the opportunity to lead your business toward a better way of working.
But business transformation can be a lengthy process. It doesn’t happen overnight. And when the cracks are beginning to show and the process shows signs of slowing down, that is when leaders need to reassure their staff that the process of change is a worthwhile one.
Finding examples of progress
As I wrote about last week, creating an open culture, where staff are given the time and space to test new technology and processes and share their experiences – both positive and negative – is key to driving a ‘bottom-up’ culture of business transformation.
In order to demonstrate the value of business transformation, leaders should identify and share these experiences, taking the time to highlight the successes and, if necessary, what’s been learned.
You can hear Satya Nadella, Microsoft CEO, discussing these ‘feedback loops’ towards the end of his Microsoft Business Forward 2017 keynote (18:05).
Selecting your ‘culture carriers’
Within every organisation there are those who are naturally accepting of new processes and technology and those who are not. The well-known technology adoption bell curve shown below, first devised in 1962, is a helpful representation of this to this day.
Leaders need to find the crucial 2.5% of innovators within their organisation and empower them to lead the process of change within their peer group.
Identifying them is easier than you think. Matteo Berlucchi, Entrepreneur, explains. “I can immediately spot the innovators because they’re the ones asking the most unusual questions. They’re the ones coming to speak to me at the end of my presentation.”
Click here to read more about how Ricoh selected a team of ‘change agents’ to facilitate and drive forward our own business transformation process here.
Here are four steps to follow to demonstrate the value of business transformation to your organisation. For more detail on any of these steps, you can download the full Microsoft report here.
Identify your change agents
Identify the innovators within your organisation. They are the people that ask questions, that raise potential problems but also who offer potential solutions. Empower them to adopt a growth mindset and experiment with new technology to foster cultural change.
Set clear business transformation goals
Set out clear goals and reasons for digital transformation to your workforce. This will create an environment that encourages people to trial new ways of working, as they know why it will improve their tasks and performance.
Create phases with feedback opportunities
Introduce new technology or processes in phases, with built-in feedback loops. This lets workers feel comfortable with new digital technologies and get used to change at their own pace.
Set clear adoption goals for employees, rewarding staff who engage
Create new key performance indicators (KPIs) that emphasise, encourage and reward digital behaviours.
As I said at the beginning, business transformation should be exciting – but it can also be daunting. One of the larger business transformation projects we’ve worked on was Utilita – the UK’s leading pay-as-you-go energy supplier – who engaged Ricoh to transform its business operations and IT infrastructure.
Phil Roberts, Head of IT at Utilita, explains. “One of the first things I did was looking at the whole of the IT landscape around delivery, service, infrastructure, networking, telephony and drew a picture of the issues I needed to fix… So it wasn’t just one project after another project, it was probably around four or five or six projects all running at the same time… Finding a company that has the agility to move at the speed that we need to move is very hard at a large scale – and Ricoh deliver it. Ricoh have won the largest IT project we have ever done… I wouldn’t give somebody that if I didn’t trust them.”
You can watch the full interview with Phil below.