Managing the change to new processes and technologies is a challenge all companies face. Qotient's VP of Operations Rebecca Lawless shares her top recommendations for getting the whole team engaged in making your next company-wide project a success.
New technology goes hand-in-hand with new process (or vice versa) but mostly importantly, it’s new expectations that need the most care. As momentum naturally rises and falls throughout the implementation of a new solution, there are a few things management can do to keep the implementation on track, and progress the on-boarding process:
1. How important is this change to management?
Frequent and continued communication from management is imperative if users are to stay motivated and on track. Change is occurring all around us, almost constantly, so managers need to communicate not only what the change is, but how important it is to their own goals.
2. Keeping metrics and reports close to hand
Reporting is the only way to guide you through the desired change. By keeping reports close to hand, and by utilizing them in your meetings, the effort and drive needed to build those results will keep the team focused in the same direction
3. Provide an internal support structure
Process and technology changes invariably require people to change their behaviors as well. Despite the positive outcomes, change is still uncomfortable and takes practice. Mistakes are a natural part of the process and those who feel safe enough to “get it wrong” inside the confinement of their team, will be more likely to “get it right” when face-to-face with a customer. Challenge the assumption that staff will just know what to do, and provide an internal support structure where people can practice with confidence.
4. Share wins, promote widely and encourage all
Early adopters will be the first to successfully navigate the new solution and achieve the desired new results. Celebrate wins publicly using all three modes of communication – written (such as email), spoken (at team meetings) and visually (digital signage) – and encourage the rest of the team to follow the process of the early adopters.
5. Form a sense of community
To tackle change head on, you need a team effort. Additionally your company is not alone and connecting to others who are further down the road will assist you in navigating the unknown.