Lessons From ECM World: The Human Factor Is The Key To Success
For the experts and vendors at this year’s ECM World in Düsseldorf, the success of ECM was not just a matter of having the right technology. Far more decisive are the people who use the ECM solutions in new, transformed processes.
Guido Schmitz, the CEO of Pentadoc, thinks that many companies make the mistake of “just” digitizing their analog processes rather than truly redefining them and reimplementing them in a digital way. The basis of increasing value creation through digitalization is comprehensive process analysis driven by the desired change or transformation. In the transition to a digital office, there are four to eight areas that are affected by issues relevant to the people involved:
- Developing digital processes
- Defining digital collaboration
- Incorporating the human factor
- Supporting people in the transition through good change management
The other keynote speakers also mentioned other keywords like communication and collaboration as crucial parameters for achieving business goals with ECM or generating customer benefits. During one talk it was stated that in a digital transformation, processes should not simply be introduced – they should be trained as well. It is thus possible to bring people and new technology together within the framework of transitional projects.
Bernhard Zöller, the keynote speaker and an established ECM consultant, gave an example drawn from document management. He explained that users of a centralized DMS (document management system) often have to work with eight or nine different user interfaces. In large part, the use of the system – and the success of the transition as well – often depends on the degree of knowledge and acceptance of the people involved.
Werner Tiki Küstenmacher’s keynote was a special highlight. He is a pastor, speaker, caricaturist and the author of more than 100 books. His talk about the human limbic system, which influences our feelings and behavior, provided an interesting and entertaining explanation of the way we often react to external influences and how our neo-cortex, as our “thinking brain”, works together with what he nicknamed the “limbi”. This interaction is highly relevant to ECM when considering the topic of change. Küstenmacher described the flood of information as a huge wave that people flee en masse. They build internal protective walls to fend off the flood – and it doesn’t work. His solution: when dealing with change projects in the framework of digitalization, make sure that employees ride the wave instead. It is not enough to simply explain the advantages of the change; people need to feel their positive effects as well.
About the Author
Christian Müller is the managing director and CEO Sales & Solutions. A specialist in training and coaching, his passion is supporting companies in managing their change processes, especially those relating to the digital transition.
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