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Excellence in Change Management: Ensuring Your People Adopt the Technology You Implement

Excellence in Change Management: Ensuring Your People Adopt the Technology You Implement 

In the realm of digital transformation, it’s great to remind ourselves that organisations don’t change—people do. Effective change management hinges on ensuring that your teams are genuinely on board with any new technology you introduce. This requires a clear understanding of “What’s in it for me?” (WIIFM) by your team members. While this concept isn’t new, it often gets overlooked or treated as a mere formality. 

The Importance of a Genuine WIIFM 

Let’s say you’re a call centre manager and you’ve found a cutting-edge technology that can help your team close 20% more cases per week by automating follow-up emails. If you present this to your team as an opportunity to handle 20% more cases, they’re likely to feel burdened rather than excited. They will see it as just more work for the same pay, without any personal benefit. So, it might be necessary to take a different approach.  

Sharing the Benefits 

A more effective approach is to share the benefits of the new technology between the organisation and the employees. Instead of building your business case based off a 20% increase in cases, consider setting a goal of 15%. This way, you can tell your team, “We have this new technology that will reduce the time you spend drafting emails. With this tech, we believe you could complete an extra 15 cases per week, which would generate you more commission. But here’s the exciting part: you’ll be able to achieve this in 4.5 days. This means everyone will have half a day each week to work on a special project of your choice or on personal development.” 

Now, as an employee, this sounds enticing. Not only does the organisation benefit from increased productivity, but the employees also gain extra time for training or special projects. This shared benefit has the potential to transform sceptics into enthusiastic supporters. 

Turning Detractors into Advocates 

Ultimately, we invest in technology to improve efficiency and productivity. However, if you can ensure that your team also see a direct benefit, you’ll turn them from detractors into advocates. This shift is crucial because successful change management is more than just good PR—it requires real substance and tangible benefits for all stakeholders. 

Key Takeaways for Effective Change Management 

  1. Understand WIIFM: Clearly communicate what’s in it for your team when introducing new technology. 
  1. Share the Benefits: Balance the benefits of new technology between the organisation and the employees. 
  1. Be Genuine: Ensure that the benefits you promise are substantial and not just lip service. 
  1. Create Excitement: Present the technology in a way that excites employees about their personal gains. 
  1. Turn Sceptics into Advocates: By showing genuine benefits, employees are more likely to support and advocate for the new technology. 

 

Conclusion 

Excellence in change management lies in ensuring that your team are excited about and adopt the technology you implement. By focusing on a genuine WIIFM and sharing the benefits, you can foster a culture of enthusiasm and support around new initiatives. Remember, effective change management is not just about promoting the technology but ensuring there is real substance and tangible benefits for everyone involved. This approach will help you turn potential detractors into passionate advocates, driving the success of your digital transformation efforts. 

 Please do reach out if you would like to discuss this in any way. 

Ishan Sellahewa 

ishan.sellahewa@sapartners.com 

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