converging to paperless… …a change management approach
TRANSCRIPT
Converging to paperless…
…a change management approach
•Why moving to a paperless organisation ? - Current situation- Consequences
•By the way, what is “changing” ?- Impact of change- Resistance to change
• Managing change in paperless projects
- IRIS Values & Approach- What you should focus on- Return on experience
Table of content
Why moving to a paperless
organisation?
The Vision - Why moving to a paperless organisation? Paper-based organization is not efficient enough anymore…..
Increasing competition requires agile organisation
Crisis Environment
Sustainable development & Green IT
Technology (from iPad to electronic signature)
Increasing legal and compliance pressure
Security and confidentiality threats
Changes in work environment 24/7, Home working, collaborative
Why moving to a paperless organization? Paper is a brake to your organization
Paper slows down your expansion, weakens your profitability and competitiveness,
Reduces your responsiveness to compliance criteria...
Your organisation needs to move to paperless processes……which is a major CHANGE for organisation!
By the way, what is “changing” ?
By the way, what is “changing” ?Impact of change on organization
92% of change efforts fail because of human issues!The main impacts and the main challenges concerning change are linked to humans
Source : organizational dynamics, Jim Markowski
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234 4
Reasons of change’s failure
LeadershipCulturePeopleTechnologyOther
Human
Process
IT System
Paper Documents
By the way, what is “changing” ?Resistance to change
• Reject of the change…leading to project failure
• Loss of confidence in the company
• Decrease of motivation and productivity
Human being doesn’t fear change but… regression.
I will loose my status or my job by sharing knowledge
I won’t be able to use applications instead of paper
Information won’t be safe
anymore
Vision break point
Know-how break point
Relation break point
CHANGE MANAGEMENT
Automation will reduce flexibility
It will underline weaknesses of
existing procedures
Managing change in paperless projects…
…IRIS approach and experience
Managing change in paperless projects I.R.I.S. Values
• Assess change impact– Active listening– Big-bang vs. stepwise approach (quick wins)
• Get people on-board– Build on common vision– Communicate (raise awareness, educate, train)– Involve people
• Practical Approach – Actions and tools based on hands-on experience– Proceed by iterations and aim continuous
enhancement
A successful project is a project that is used...
Managing change in paperless projects I.R.I.S. Approach
Phase 1 Prepare Change
Phase 2 Analyse Change
Phase 3Implement
change
Phase 4Reinforce ChangeManage change is the ability
to turn risk into opportunity...
Managing change in paperless projects Think about...
Phase 1 Prepare Change
Defining objectives and timelines with the sponsor
Identify major « tooth pains »
Assess user’s change resistance / openness
Define realistic, visible and measurable quickwins (Project sales by itself)
Agree communication mode with the sponsor (equilibrate incentive / restrictive)
Phase 1 Prepare Change
Managing change in paperless projects Focus on paperless strategy
• Capture paper at office’s entry (digital mailroom, pre-scanning)• Capture information from application (reduce need to print)• Reduce paper flow by setting up collaborative ECM platforms (workflow, BPM,...).
• Incentive : “think before you print”, “paper-cut incentive program”• Restrictive : reduction of print devices, control of printed volumes
• Develop e-communication (mails, web sites, e-forms,...) that brings added value to other parties• Foster client self-service approach (collaborative site, B2B)
Internal – Individual level“Change habits”
External – Global level“Change interactions with
clients, partners and suppliers ”
Internal – Organisation level“Reduce volume and paper
flows”
Managing change in paperless projects I.R.I.S. Approach
Phase 1 Prepare Change
Phase 2 Analyse Change
Phase 3Implement
change
Phase 4Reinforce Change
Manage change is the ability to turn risk into opportunity...
Managing change in paperless projects Focus on...
Phase 2 Analyse Change
Define “transition” procedures
Measure impact on organization and day-to-day
Map out change cartography “on systems, processes and people”
Build a realistic action plan / assess risks
Phase 2 Analyse Change
Managing change in paperless projects Focus on communication
Workshop is the most efficient way to assess user reactions and to communicate
Identify people in favour of
change
Define suitable action plan
Gain confidence and support
Involve committed users in order to define features and
procedures
Make suggestions to reduce impact on users
Indentify driving forces among teams and identify leverages to
convert resistances
Explain reason of change and benefits
Show and do with prototypes
Assess capacity to change and resistances of each entity
Managing change in paperless projects I.R.I.S. Approach
Phase 1 Prepare Change
Phase 2 Analyse Change
Phase 3Implement
change
Phase 4Reinforce Change
Manage change is the ability to turn risk into opportunity...
Managing change in paperless projects Do not forget to...
Phase 3 Implement
Change
Involved key stakeholders in the implementation
Collect immediate feedback from the users and adapt accordingly
Train, Educate, Show and remain practical : COMMUNICATE
Support the organisation and stay close
Managing change in paperless projects I.R.I.S. Approach
Phase 1 Prepare Change
Phase 2 Analyse Change
Phase 3Implement
change
Phase 4Reinforce Change
Manage change is the ability to turn risk into opportunity...
Continuously Measure results of change (KPIs)
Learn from the experience and improve
Prepare next steps (immediate future)
Open perspectives (non-immediate future).
Managing change in paperless projects Do not forget to...
Phase 4 Reinforce Change
• We assist you in carrying on change– Deploy other entities, other processes,…– Monitor and improve continuously your organisation
based on KPIs– Address further business needs and challenges based
on user’s feedbacks and document capture follow up
• Leverage I.R.I.S. products scalability– Increase quality– Anticipate and simulate change with versatile features– Manage user or load increase– Add IT interactions thanks to connectors to increase
automation, information sharing, data consolidation…– Step-by-step move to workflow (parallels flows and
measure benefits and gains).
Managing change in paperless projects Create a change dynamic
Phase 4 Reinforce Change
There is no arrival line, change is continuous…
• The client– A Luxembourgish Insurance Company
• Project’s Objectives– Reduce Paper Volume– Increase productivity and security
• Challenges– Different openness to change– High volume of documents– Specificity per department
Managing change in paperless projects Return on experience
• Elements of Approach :– A step-by-step approach : first implementation in the
most “paper-facing” department.– Key users identified and involved in the preliminary
analysis. – Gain Business Line Management’s sponsorship.– Communication plan : what are we going to do ?
Why ? When ? What will change for you ?– Start production with pilot groups then extend.– KPIs measurement : document processing, search
time,.• Outcome :
– Projects extended to several departments– Large adoption by users and management– Increase of productivity (e.g.: disaster file are treated
in a shorter duration)
Managing change in paperless projects Conclusion
It’s now time to move to paperless
It’s a human project
I.R.I.S. can assist you in managing this change
Let’s talk about you!
Question time
Eric BalzerSenior ECM ConsultantBâtiment Alto, Rue des Trois Cantons, 11, Windhof, L-8399, LuxembourgTel: +352 39 03 26 - 247 |Mobile : +352 621 24 64 70E-mail: [email protected] Web: www.ecm.irislink.com | www.iriscorporate.com
Feel free to get in touch with us. You are warmly welcomed!
Thank you for your attention!
Emeric MartinBusiness AnalystBâtiment Alto, Rue des Trois Cantons, 11, Windhof, L-8399, LuxembourgTel: +352 39 03 26 - 249 | Mobile : +352 621 361 993E-mail: [email protected] Web: www.ecm.irislink.com | www.iriscorporate.com