Organizations grow and adapt by selling people on ideas. This requires skill to strategically move people from one place to another, and, in reality, it involves two simultaneously working personas. If we want organizations to change, then we must first help people change. And if we want people to change what they do or how they go about their normal workflow, then we must create in them a desire to adopt the change. People will not change what they do until that change becomes important to them personally. Understanding how deployment (or project management) and adoption (or change management) work together can help leaders vastly improve results as they try to change and grow.
The world today is data-driven, and everywhere you turn you’re reminded that you need to be utilizing data to build your business case, to evaluate your options, to make decisions. People make it sound so easy! But if it isn’t a part of your daily routine already, where do you begin? It’s as simple as going back to the lessons of your youth when you first learned about the scientific method.
What happens if someone on the frontline support team doesn’t know an answer or mistakenly gives the wrong answer? What if no one follows up with a customer about their issue? The entire IT team can be immediately discredited. Here are some tips to ensure your frontline support team is set up for success for your next big rollout.