Focusing on Pupose, People and Process is key to implementing data-driven solutions in service organizations.
When it comes to implementing data and knowledge solutions, it is Purpose, People and Process that most service professionals are focused on. That was the feedback from the Service Leaders Network experience exchange in April where 15 professionals shared their experiences of implementing these types of solutions into their operational processes.
Hosted by Si2Partners, these virtual experience exchanges are limited in attendees in order to promote intensive discussion and then coming together to review lessons learned.
To get the attendees thinking, we first reviewed a framework developed during a SLN collaboration project. For more on this see our article https://serviceinindustry.com/2021/03/08/a-knowledge-and-data-implementation-framework/
The results were interesting for all professional who may have these projects on their desks.
Two common themes ran through all groups:
- Purpose is key: It is so important to be able to define a clear value driven objective for the project to not only give it a clear direction, but also to be able to communicate to and get commitment from stakeholders. Although this may appear to be a very basic project management skill, we heard numerous war-stories that this is often where managers have the most challenges.
- People are the enabler: We heard a variety of reasons why both employees and customers are critical enablers as well as some tips for engaging with both these groups:
- Make it easy for people to use solutions. A good example would be to tailor data visualizations to individual needs
- Knowledge/data projects are often part of a wider change management process. So explaining the reason for data and process within the context of the larger change is important to communicating the WHY to employees and customers.
- Change often requires the development of new digital capabilities & knowledge. This should be actively managed. Make sure you have a budget!
- When talking about people don’t forget the customer! Communicate value of the data and what you are doing with it to your customer.
- Successfully incorporating data and knowledge into processes is a team game. This needs to be stressed as part of any communication plan.
Other comments and lessons learned when implementing Knowledge and Data Solutions were:
- Future proof the tools you are using.
- It’s not just about changing operational processes, management processes also need to change. Hence change management is a key element of any project especially the impact of organizational culture on the outcome.
- Don’t underestimate the effort required within field support processes such as installation, commissioning and problem solving.
If you want to know more the Knowledge and Data Implementation framework, you can contact [email protected] and he can support you with engaging workshops that will help you and your team identify how to integrate data into your business processes. Si2 also have run a series of workshops that help service professionals become more data savvy. To date more than 200 professionals have participated in these programs which aim to raise the bar in terms of how to use data.