Chances are, the answer will vary depending on who is being asked the question. Executives and Management will state they have a balanced approach to managing the business. However, Operations teams will state that the focus is largely on technology, tools, and processes and not on the people.

When faced with service disruptions, does your Leadership only turn to technology to address the challenges or do they try to find the balance between having the right technology and having an engaged, enabled, and empowered workforce that will manage and use that technology?

Organizations not only need to understand the delicate and important interactions between technology and processes, but they also need to realize the importance of an effective employee engagement, enablement, & empowerment system. A system that strives to better manage and understand how and why the employees are thinking and feeling a certain way, and how those thoughts and feelings are translating into actions or inactions.

No matter how new or innovative the technology is, or how many processes have been written. Unless the employee behaviours are managed, understood, and addressed, service disruptions will always be inherent in the day to day operations.

What impact is a disconnected workforce having on your business?

It is understandable that CIOs and CTOs will turn to technology, tools, and processes to address organizational challenges. They have to demonstrate to the CEO and the Board that action is being taken. However, they must also find the balance between having the right technology and having an engaged and enabled workforce that will manage and use that technology.

As the Senior Management loses sight of the balance between technology and people, and the scale is weighed heavily towards technology, they will find that the disruptions will continue to persist. Until they realize the impact disconnected employees have on the uptime and availability of the services and the experience the customers receive. Risk will always exist.

What do you see in your organization? Is there a balance or is the scale weighed to one side?

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