DIY Digital Transformation — Part 2: Organisational Procedures and Work Practice

In Part 2 of this ‘HOME Improvement’ series we’re now considering Organisational Procedures and Work Practice, using a real-world scenario from a Creative Design Agency. This agency, much like the architectural firm we discussed in Part 1, aimed to streamline their project management. They chose a new software system, only to hit a snag when it wasn’t compatible with their existing Customer Relationship Management (CRM) software.

If you enjoy this article, please check out the rest of the series:

  • Part 1: Holistic Analysis
  • Part 3: Mapping Current & Future State
  • Part 4: Employee Engagement

Have you encountered similar challenges? How did you resolve them?

The Issue at Hand

The agency found that their CRM and project management system were at odds, mainly because of how client data was entered and managed. The CRM split client names into first and last, while the project management tool used one field. This difference meant data couldn’t move smoothly between systems, creating extra work for staff and leading to errors and inconsistencies.

The Core Problem

What was meant to make things more efficient did the opposite. Staff were now juggling information between two systems, often leading to misspelled names or incorrect data entries.

The lack of a unified process for data entry meant there was no single, reliable source for client information.

Addressing the Issue

The agency’s journey highlights a common pitfall in digital transformation: overlooking how new and existing systems integrate.

It’s not enough to find a tool that meets your needs; it must also fit seamlessly with your current operations.

Key Takeaways

  • Review All Systems: Before adopting new software, thoroughly review how the teams primarily using it interact with other tools and teams.
  • Involve Your Team: Ensure the people who use these systems have a say in the selection process. They are the ones who will find the red flags and aspects that will have flow on affects with other areas.
  • Test and Refine: Don’t jump without a parachute. Test the data entry and the processes before scaling them out to full implementation.

Looking Ahead

Our next article will explore Mapping Needs and Future State, building on the need for careful planning and integration highlighted by the design agency’s experience.

Share your Stories

Have you faced similar challenges in blending new tech with old systems? Share your story and how you tackled it. What’s the biggest ‘lessons learned’ project you’ve experienced?

What Now?

Are you facing similar transition challenges within your organisation? If you would like some help developing systems and processes for your project management approaches, or other aspects of digital transformation, please reach out:

Business Improvement and Transformation are my passion, I’m always happy to have a chat!

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