{"id":4218,"date":"2020-02-24T18:35:56","date_gmt":"2020-02-24T18:35:56","guid":{"rendered":"https:\/\/www.peeriosity.com\/shared-services\/articles\/?p=4218"},"modified":"2022-08-24T16:18:50","modified_gmt":"2022-08-24T16:18:50","slug":"intelligent-automation-and-change-management","status":"publish","type":"post","link":"https:\/\/www.peeriosity.com\/shared-services\/articles\/2020\/02\/intelligent-automation-and-change-management\/","title":{"rendered":"Intelligent Automation and Change Management"},"content":{"rendered":"\r\n

Introduction<\/strong><\/p>\r\n\r\n\r\n\r\n

The implementation of Intelligent Automation tools can have a dramatic impact on the routine work activities of team members across all areas of Shared Services.\u00a0 While there are clever ways to describe the change, including making work more interesting, or taking the robot out of people’s jobs, even when the impact isn\u2019t directly tied to reductions in staff, change creates uncertainty and stress.\u00a0 Without plans for communication, training, and conflict resolution, even the most positive changes can have negative results that contribute to low employee morale, higher turnover, and decreased productivity. \u00a0\u00a0\u00a0<\/p>\r\n\r\n\r\n\r\n

Company Experience<\/strong><\/p>\r\n\r\n\r\n\r\n

A PeercastTM<\/sup> in our Intelligent Automation research area<\/a> featured a global company with over $50B in annual revenue with customers and operations around the globe, discussing candidly their experience with managing the change process for their Intelligent Automation implementations.\u00a0 The company\u2019s Intelligent Automation efforts are delivered using a Center of Excellence operating model, which allows them to take a holistic approach to change management, with the result that the look and feel of the change effort will have similarities from project to project, which reduces stress and uncertainty.<\/p>\r\n\r\n\r\n\r\n

Further details regarding our feature company\u2019s experiences in this area, including the complete member presentation and PeercastTM<\/sup> recording, can be found on the Peeriosity member website.<\/p>\r\n\r\n\r\n\r\n

iPollingTM<\/sup> Results Reviewin<\/strong><\/p>\r\n\r\n\r\n\r\n

Peeriosity\u2019s iPollingTM<\/sup> was recently used to better understand how Peeriosity member companies manage the change process.\u00a0 In 46% of the companies, a formal and documented change process is followed that includes a post-implementation review of the effectiveness of the change process to identify improvement opportunities and address issues that may have been overlooked. \u00a0An additional 8% use a formal change management process, but don\u2019t conduct efforts specifically targeted to assess the effectiveness of the change management steps followed.\u00a0 The balance of 46% of member companies indicates that they follow a less formal approach which varies depending on what the project requirements are.\u00a0<\/p>\r\n\r\n\r\n\r\n

For change management, while there is no one-size-fits-all approach, the caution to using a less formal method is that when resources get tight or challenge come up during implementation, as is often the case, the first thing that gets dropped our efforts to actively manage the change process.<\/p>\r\n\r\n\r\n\r\n

\"best<\/figure>\r\n\r\n\r\n\r\n

With regards to the primary challenges Peeriosity member companies face when implementing a major change, the majority of companies 61% indicated that the biggest challenge was having the appropriate resources to get the job done, with an additional 15% indicating the biggest challenge was getting the support of the staff members who are affected.\u00a0 Other challenges cited include getting executive-level sponsorship, delivering clear and meaningful communication, and issues with the internal change management process<\/a>.\u00a0 Here are the details:<\/p>\r\n\r\n\r\n\r\n

\"primary<\/figure>\r\n\r\n\r\n\r\n

Here are some of the added comments from members:<\/p>\r\n\r\n\r\n\r\n