It’s easy to think of digital transformation just in terms of processes and technology, but it’s the attitudes and behavior of people engaged in the processes and using the technologies that ultimately determine successful change. Enthusiastic, accelerated end-user adoption reduces time spent resisting change and achieves a faster time-to-benefit for your enterprise. So change management matters.
Transforming Document Processes?
When it comes to business documents, digital transformation is both a blessing and a curse, at least from the view of the end users. Today, almost half of business information is still in hard copy. Just about everyone creates and uses printed documents of some kind to do their jobs—almost no role is exempt.
These paper habits are ingrained and seldom get a second thought. This makes it hard to change behavior in the ways required to fully realize the benefits of digitizing and transforming document processes. Yet widespread participation in document transformation is a necessity.
For this reason, a solid change management program must be an essential part of any Managed Print Services engagement. How your MPS provider handles transition and change management offers insight into the overall quality of your long-term relationship with them.
What MPS Change Management Expertise Looks Like
Enterprises are right to expect their document outsourcing partners to work with them to manage change, if not to lead it. Organizational change management can make or break a Managed Print Services engagement.
When a document outsourcing provider steps up to the change challenge, you’ll find they think along these lines:
- They set expectations and follow a specific change management process driving toward accelerated adoption and end-user satisfaction.
- There’s a detailed plan for transitioning your organization’s document infrastructure and workflows from current state to the specified future state.
- They develop the plan in collaboration with your organization to identify critical activities and consider all dependencies.
- The plan clearly describes the design and rationale for the future, optimized state.
- The transition plan encompasses all locations affected by the new design, and it offers specific strategies for phasing in changes across geographies.
- Minimal disruption is the goal, and they collaborate closely during the transition to seamlessly integrate the new infrastructure with existing policies and procedures.
- The skill of the vendor’s service team facilitates pain-free integration and encourages higher adoption rates, greater user proficiency and builds credibility for a culture of continuous improvement.
- Proactive innovation, savings and productivity improvement are part of the plan – and the outcome – both during the transition and beyond.
Whether it’s time to launch a new MPS engagement or take your existing program to the next level, make sure your provider has a comprehensive transition plan. There’s no reason your journey from current state to the new design can’t be fulfilling and rewarding.
Want more insights into service delivery excellence? We recommend this information from IDC.
