(As will everyone else.)
With so much speculation about the future of work and employee experience, what is the most critical skill needed by HR to stay relevant as new technologies replace some of the more traditional - and transactional - HR tasks?
I see two
areas that stand out as genuine opportunities for HR to create business value, both of which require a new breed of HR professional:
- Holistic people agenda – Given the increasing trend toward temporary and outsourced roles (check out my guest post at Hacking HR What Companies Need to Thrive in the Gig Economy), it's time for HR to define a people agenda that includes both employees and contractors. In my blog post Is HR Ready to be GIGantic? I outlined some of the key areas HR will need to consider.
- Work experience design – With process design skills and a fresh mandate from the business to drive employee experience, HR is ideally positioned to take a critical look at work: who does it, how it gets done, and where the process or organizational blocks are that slow progress,
Consider
the following example: A marketing organization delivers global campaigns across several teams. The campaign strategy team comes up with the campaign story, the content team creates the
supporting assets, the digital demand team sets up the email campaigns, tracking
codes and marketing automation, the field teams localize, and whoever’s
responsible for social media creates some social promotions.
On paper it
looks fairly straightforward, but if you were to dig a bit deeper – and actually
talk to people about how the process works - you might be surprised.
You might discover, for example, that the
only person who understands how the marketing automation tool works has been
sick for two weeks. Or that the person
who sets up the campaign trackers is chronically late because she can’t keep up
with the volume of requests. Or that the
local teams don't know about the global campaign and have already spent their budget. Or that the creative
team is tired of the field teams pretending they don't know about the global campaign. Or that there’s zero quality control in place
for the social media posts. Or that… you get the idea.
The point
is, poorly defined work processes and organizations that ignore bottlenecks create
a permanent sense of low-grade frustration and futility. The thing is, you won’t hear about it in any
operational meeting. Unless you actually talk
to people and listen to their feedback and ideas, you will be unable to help them to find workable
solutions.
In other words, you won't be part of the solution.
In other words, you won't be part of the solution.
Another example:
The business has implemented a project management solution as part of its
overall digital transformation agenda.
Everyone assumes
it’s working fine but if you dig a bit deeper you might discover that using the
tool creates extra work because it doesn’t do what the project leads need, so
they end up double reporting. Or you
might discover that the extra work still doesn’t deliver the information needed
to identify bottlenecks and inform capacity planning.
Perhaps people despise the new tool because it has to be used outside the flow of work, i.e. it creates an interruption with non-value adding
extra work. Or people may love it… but how will you know unless you take the
time to find out?
Once companies
have invested in new solutions, they are verrrrry reluctant to scratch below the
surface because of the risk it turns out to be a mistake. It’s understandable and very human but unless
you do exactly that you will miss
most of what’s really going on, putting the success of your digital
transformation projects - and your business - at risk.
Where most
companies fall short on design thinking is skimping on testing, iteration and
improvement. In the example above with the
project management software, the implementation team may have asked employees
for their feedback early in the process but then didn’t use the feedback to
improve the implementation. Or perhaps they
focused on change management rather than proper testing and iteration.
In other words, instead of ensuring the new
tool adds value to the people doing the work, they made the people who do the work add value to the tool.
Too often,
companies and teams roll out new tools, organizations and processes without
doing proper testing and iteration. Then they move onto the next thing without verifying success or opportunities to improve.
Design
thinking helps you design valuable solutions and processes that add value for
the people using them. If HR can master design
thinking they will be well suited to step up and help fix work.
Design Thinking is a discipline that creates value through continuous ideation and iteration, and there have been some excellent articles written for HR, for example by Enrique Rubio (Reinventing the Future of HR with Design Thinking and Agility) and Karen Jaw-Madson (Work Experience Design).
You may also enjoy:
Design Thinking for Leaders and Innovators
Design Thinking: Tips, Techniques and Sprints
Design Thinking for Leaders and Innovators
Design Thinking: Tips, Techniques and Sprints
Qandle is the leading cloud-based HR & Payroll software in India. Manage employee data, leaves, HR automation, track attendance & automate payroll. For more information visit https://www.qandle.com/.
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