The Intelligent Automation Global Market Report 2019 focuses on how to manage change so Automation sticks. The report reflects on how enterprises can support digital transformation through effective change management. As per the 2019 survey, lack of effective change management support is the leading case of automation failure. The report further explains the three disciplines of change management that will ensure the success of Intelligent Automation programs — IT Change Management (ITCM), Business Process Change Management (BPCM), and Organizational and People Change Management.
Let’s delve deeper into each of the factors and the importance of change management in achieving Intelligent Automation.
Business and IT teams must collaborate, enabling enterprises to properly scale Intelligent Automation program across the organization. The Intelligent Automation Global Market Report 2019 states that enterprises must draw out a clear plan to beef up existing operational processes and systems to identify use-cases, configure automation, and re-implement work with a new balance of redesigned human and digital labor. The IT teams must work with the Automation CoE — stakeholder and representatives, all of whom will participate in the review of proposed changes and can decline or propose different success criteria for a change to be approved.
Not only is selecting the right automation tool crucial but also understanding the application — its features, how it works, scalability issues, and how can it ensure effective automation is all the more imperative. The role of technology in change management is enormous. Effective change management requires IT support teams to familiarize themselves with CRM, ordering, invoicing etc. thereby expanding their skills and ensuring technology supports the overall business process. A change in employee mindset about the adoption of new technology empowers enterprises to gear up for a data-driven market.
Technology is no doubt a game-changing asset but do business and IT leaders know how to put it to use? How can enterprises employ these new technologies that result in human-machine collaboration?
Working in sync with a dedicated Automation CoE will improve the decision-making process and will enable the process to evolve gradually, empowering the human-digital worker.
In short, IT plays a crucial role in:
Technology drives change — bringing different teams together that were once working in siloes, leading to business and IT collaboration, resulting in improved scalability and agility and driving growth across the enterprise. Doing away with legacy systems is the norm today; leading to a transformative potential, interoperability and human-digital collaboration.
Business Process Management (BPM) is where management and information technology meet, and it sets out methods, techniques and tools to allow the business to design, enact, control, and analyze its operational business processes. These operational business processes are made up of people, organizations, applications, documents and other sources of information.
According to the Intelligent Automation Global Market Report 2019, Business Process Change Management (BPCM) is a new discipline that combines process awareness with the detection and management of non-software-based process change. In the age of digitization, it’s essential to keep a close eye on the overall working of a process and identify individuals who can work with new skills — skills to engage in process discovery or reengineering at the level needed for automation.
The report emphasizes on:
Planning for change management requires business and IT leaders to draw out a clear roadmap that includes the scope and objectives, costs, the people and processes involved and the steps with in-depth metrics and analysis.
Success or failure of an automation program largely depends on people. Understanding end-to-end processes, implementing new work, and monitoring compliance open up endless opportunities in automation. In today’s digital world, there is greater emphasis on human-digital collaboration. Hence, the first step is to train and educate the existing workforce on the new automation tools, addressing the skills gap and inspiring the entire organization to embrace change. As automation gains more ground, relieving employees’ to perform higher-value tasks, leaders should focus on upskilling existing employees to manage the new hybrid workforce.
Involving IT support teams, audit teams and stakeholders in the change management program is an enormous challenge. From developing solutions jointly to selecting outcomes that align with stakeholder objectives is pivotal in organizational change management. Communicating the change — from identifying and planning to executing the change management plan will pave the way for successful implementation of IA down the road.
Transitioning to new automation technologies is no mean feat. It requires a robust product/business roadmap, revamping IT process, training and educating existing employees, assigning new roles, looking into resistance management and working on continuous improvement plan based on stakeholder feedback.
Download the Intelligent Automation Global Market Report 2019 report to learn what change management means, the three disciplines of change management and how enterprises can create a robust Intelligent Automation strategy.
 “Business Process Management and Change Management,” Michealaxelsen, http://www.michealaxelsen.com/docs/20071130_bpm_cm_paper.pdf