Digital Transformation Series: A Closer Look at Process Transformation

Last week, we kicked off our digital transformation series with an article defining key types of digital transformation. This week, we're taking a closer look at the first digital transformation type: Process Transformation.

Technology has a deep impact on the way data can inform how a business operates. This requires significant changes to business processes that in many cases have existed for a long time. If you think about it, changing technology is relatively easy; it either works or not, and if not, you “fix” it. Process, however, is harder to change. There are a multitude of individual and organizational influences that make breaking old habits challenging. Fundamentally people understand that things will be better, but their resistance paralyzes them from making changes. We often call this “the comfort in chaos.”

These challenges are rooted in a natural distrust of the “black box” of technology, taking away the instinctive decision making that will be automated by technology, or the fear associated with the loss of control or an inability to succeed when new expectations are placed on employees. They know how to “win” even if their methods are antiquated. In this instance, more than ever, it is important to focus on how technology does not replace the job of the people in an organization; instead, it elevates the work they do and ensures they are focused on the right things. If the “system” maintains the 80%, the employees can manage the exceptions and make sure the business will succeed despite exceptions outside of the automated machine execution.