TECHNOLOGY AND CHANGE
Information
and Communication Technology can dramatically improve decision making,
especially in dispersed teams. It takes a lot more than shiny new toys to
change behaviour though, so plan for it at the start.
Australia has a small
population spread across a large area. This provides a good environment to
improve service delivery such as in healthcare with existing technology [1]. The
real challenge lies in changing behaviour of workers [2].
The best way to implement a
project is to share the journey with those who will be affected by any
potential change using the steps below:
1) Focus your efforts
Senior managers are aware
of hot issues within an organisation where technology could make an
improvement. Have them identify a specific service where they are willing to
support a change project. A narrow scope increases your chance of success.
2) Form a governance team
Make sure you have representatives
or connections to all areas of the organisation who are affected by an
impending change.
3) Find out who is not happy
Ask the customers, staff
and managers what they feel is working well (to avoid changing them), and what
aspects of the current service are most in need of improvement (where
motivation to change is highest).
4) Get the data
Dig up data which measures
issues raised by stakeholders. This also ensures you have a good initial
snapshot of activity before any changes are made.
5) Ask for ideas
Getting stakeholders to identify
opportunities for change is the best way to solve a problem, and support it
when a final decision has been made [3]. In the case of healthcare this often involves
reviewing or creating a model of care which integrates technology.
6) Weigh up the options
Do some research and compare
costs and benefits for different options and associated equipment required.
It’s often good to have a small trial before launching into full
implementation.
7) Crystal ball future risks
Find out what issues might
hold up the project. A trial run is one way to flesh them out, otherwise simply
ask stakeholders “Why do you think this could fail?” To control them add the
follow up question “How can I get around those issues?”
8) Set a SMART goal
Clearly describe what
change you wish to see in a Specific, Measurable, Achievable, Realistic, Time
oriented statement. This will include strategies for measuring both project
outputs (installation and training), along with service outcomes (customer satisfaction,
staff confidence and organisational financial benefits).
9) Make it happen
Time to put all those Gantt
charts, financial estimates and risk management strategies into action. Regular
communication with all stakeholders is important throughout the whole project
but becomes paramount here to support behaviour change.
10) Follow through
Get follow up data to
measure what has changed from the project, and how it compares to what was
expected. Match these changes to the issues identified at the start and use
them to reinforce the new way of doing business. If there is still a big
problem which isn’t solved you might need a follow up project.
In addition to the process above
I have found that for successful implementation it is important to:
- Get
regular support from a senior sponsor
- Let
go of preconceptions and have a willingness to listen
- Closely
manage information coming in and communications going out
- Focus
on the issues, not the technology
- Maintain
a Positive Mental Attitude
Where possible avoid:
- Assuming
that another teams ideas and strategies will automatically work for you
- Workplaces
which do not foster a culture of innovation and change [4].
The ideas above reflect how
I have (or wish I could have) overcome actual and potential issues associated with project management. I would be interested to hear of others
experiences and ideas. Feel free to share then in the comments below.
By
Joel Penson
References
[1] Ross, Nick (September
2013). Telehealth: the healthcare and aged care revolution that can pay for the
whole NBN.
[2] Agency for Clinical
Innovation, NSW. Centre for Healthcare Redesign.
[3] Penson, Joel (November
2013). Listening to people, Better Decisions Blog.
[4] Daileda, Colin
(November 2013). The army is struggling to keep its most innovative soldiers,
Mashable.
No comments:
Post a Comment
Comments are welcome, politeness is expected, creative feedback is greatly appreciated!