This is the third post in a series related to Robotic Process Automation*, begun in association with PMI's Information Systems and Technology Symposium, June 14, 2017, where I presented Becoming an RPA-Ready Project Manager. You can filter posts in this blog to find all related to "Robotic Process Automation". You can also watch that presentation for PDU credit.
Communicating the vision and the schedule were the two organizational change management success factors covered in previous posts. They are very important pieces in the change puzzle. But let's get a little more practical. Successful change management also requires having the right project resources with the necessary skills in time for project start, does it not?
Here are two scenarios that you could encounter in an RPA situation. One is what might be experienced in a group new to RPA projects. The other is what might be experienced in an RPA shop that is a little more mature. Each illustrates the importance of managing project resources to the success of the organizational change as a whole.
In an organization just starting out with RPA, preparing for the first project, few or none of the resources may be familiar with agile methodology or the general process for short RPA projects. The resources are not fully prepared for their roles. Training and preparation activities delay the start of the initial project and likely the end of the project. Leaders, expecting fast financial results as per the business case for RPA, are suddenly questioning the RPA group's ability to execute. Non-supporters in the general organization's workforce suddenly see a reason to become more vocal against the RPA-based organizational changes in general. The new RPA is team is frustrated that they are off to a bad start and will not find it as easy to drive forward in an environment of skepticism as they would have had if they had better managed resources.
Avoid this scenario with more precise planning. You must avoid underestimating how fast you can produce a ready team.
The second scenario is when you are in a more mature RPA shop (as in the Establishing Phase as described in the presentation), you cannot hire new resources with the necessary agile or RPA expertise causing a set of projects to be delayed before they really get going. Organizational leaders, made more hungry by your initial success, desire the same cost-saving benefits coming at a faster rate. They are frustrated by your lack of ability to scale operations.
The point when you start to scale up your RPA operation is significantly different from when you have one or two teams. (Refer to presentation for details if you like.) The problems with resource management are multiplied.
Making sure you have the resources you need when you need them to complete projects is always important for successful organizational change management. With RPA, a new, fast-growing specialty, resource availability presents a significant risk. Don't it be your weakness.
Note: There will be resources that are not involved in specific project work that will need to be covered by an organizational change plan. These will be covered in other Change Management posts.
* Robotic Process Automation: For our purposes, configuring a software robot, using one of the relatively new tools available, to complete a certain part of a work process formerly completed by FTEs. RPA is not Artificial Intelligence, but simply a way of automating the execution of well-defined business rules. Projects are short and bring quick benefits to the organization.
What are you doing to recruit new workers? Is it what you did five or ten years ago? Have you made only incremental improvements? Do you use the same outlets to promote your open positions? Do your recruiters do the same thing they have done for years to promote your open positions?
If you - or your recruiters - are in fact doing essentially the same thing that was done years ago, think about something. When technology is involved, are you doing anything else the same way that you were doing it years ago? A new report out from Ultimate Software should be a kick in the seat of your pants. Candidates and employees have remarkable new expectations of employers and recruiting.
Once you hire the best candidate, are you able to build a relationship over time with that new employee and be safe from turnover? According to the report:
Don't lose ground to competitors for talent. Make sure the recruiting process you use to find, hire and onboard your new workers is adapting to the expectations of the candidates. Some of these expectations are associated with Millennials now, but it won't be long until candidates from all generations have similar expectations. For example: