People and processesChange ManagementFive ways to build a culture that delivers transformation success

Five ways to build a culture that delivers transformation success

Culture can make or break a transformation programme, so make sure you get it right

1. Focus on the why

When an organisation embarks on a digital transformation journey, what often gets overlooked – and is what people like Steve Jobs have been historically very good at – is the importance of communicating the reasoning behind the change.

We’re very good at focusing on what needs to change and developing clear pictures of what the end goal will look like, but all too often we forget to explain to people why the transformation is necessary, why the chosen path has been taken and why it will benefit them.

2. Workplaces are sociable – so take advantage

In the main, people want to be a part of a social workplace and they want to interact with each other in different ways and at different levels.

By understanding how that’s working, what drives people, what the values are that underpin it, which allows for easily thinking about migrating from where you are today as an organisation to where you need and want to be. It also helps foster a culture of proactive and positive change.

3. Identify informal change agents

During the ‘discover’ stage of transformation, it pays to identify and understand the people within an organisation that can be your informal change agents. These people tend to be influencers within an organisation who others listen to, so they need to understand what you’re trying to achieve. Getting down to that level of detail can really help people succeed where so many others fail.

4. Start internally

It’s easier for people to embrace change if they have experienced the benefits themselves, which makes internal digital processes vitally important. In many organisations people still work with traditional processes whereas introducing digital tools can enable cleaner, more straightforward ways of working, allowing staff to focus on the value end of their jobs. Technology such as AI and robotics allow organisations to automate jobs that none of us really want to be doing – showing how technology can improve peoples’ work is more likely to make them happier and more receptive to change.

5. Encourage ‘digital by choice’ thinking

For transformation to be successful, the people driving change need to ensure their workforce has the same mindset about digital and how it can help improve service to customers.

Organisations are increasingly seeking to ensure they’re developing an omni-channel approach to customer service, and digital is central to this. However, not all customers will want to interact digitally – some people still need, or prefer, face-to-face transactions and interactions. Therefore ‘digital by default’ should now be replaced by ‘digital by choice’, which will lead to more effective design and delivery of services, but only if the why is made clear from the offset.

Understanding the core elements of your organisational culture will help set the conditions for a transformation programme that delivers lasting success.

For more actionable insights, example methodologies, real-world examples, advice and guidance, download the latest article from Agilisys that explores the ‘discover’ phase of the transformation process.

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