Thursday, August 2, 2018

What are the best practices around digital change management?

I am a business / technology strategy consultant who helps clients leverage technology.  I've worked with many clients on digital change management to implement practices such as RPA and BPM.

The Basics: What and Why of digital change management - DCM is about introducing technology/automation practices throughout a business' operational lifecycle to achieve results such as: reduce costs, serve more customers, and/or deliver a consistent quality of service.

The main way to implement DCM is through BPM (Business Process Management)—which is about using skills borrowed from engineering/computer science to analyze processes within a business lifecycle and make them more effective.  It can include deploying RPA (Robotic Process Automation), which are software "robots" that can replace humans in doing repetitive tasks.

Some best practices:
1. Identify processes that can benefit from digital automation and, most importantly, which processes will be left alone for now.

2. Design the processes that change so that they still seamlessly interface with the processes that aren't changing, so that the whole business will suffer minimal disruption when they are implemented.

3. Don't try to do all changes at once.  Always schedule them in phases.

4. Develop each change fully before implementing it in the business.  It should be completely functionally tested to ensure that the new, automated process can handle all the conditions as well as (or better) that the current, manual process.