New technology & old behavior: how does change management make a difference? 

"In 2023, labor productivity fell more than 1.3 percent from the year before," CBS headlined in early August. Something that raised the necessary (two) eyebrows with me. Just a year earlier, CBS reported that 9 out of 10 companies were working on digitization. Increasing productivity was the main reason for digitizing. But how can this be reconciled? Of course, there are several reasons for these contradictory figures. In this blog by consultant Wouter Feijen, we zoom in on an important topic that is often overlooked: change management. 

Practice

We begin with a practical example. A new system was put into use at a company, with the main goal of making it easier to close files. Unfortunately, the employees involved quickly complained about the new system (because they always do, don't they?) and indicated that they actually spent more time closing files than before the new system was implemented. When it was looked into, it turned out that precisely the distinctive functions in the new system were not used or not used enough. In addition, employees were using the old way of working because they were not involved in the implementation of the new system. 

The above example shows that implementing a new system goes beyond just the technical rollout. Yet the impact of new technology within organizations often receives insufficient attention. This while research by the University of Twente shows that, on average, an employee in the Netherlands loses over half an hour a day due to inefficient use of ICT and poor digital skills. From this we can conclude that technological solutions have a major impact on the work of employees. To manage this and get the most out of both the employee and your IT systems, change management is essential so that employees adopt new technologies effectively. 

Simply because a digital change does something to employees. Just as any change does something to people. By recognizing this you ensure that you manage change. And perhaps more importantly you prevent the change from 'leading' your organization. By providing employees with the right tools and involving them in both the change and the implementation of a new system, you ensure that digitization does lead to higher productivity. Employees then get the most out of the IT solution, and IT gets the most out of the employee. 

Change management is a team effort 

Change is not a solo project. The success of a change, with or without a technology solution included, depends on the coordinated interplay between the different roles.

Make sure your people are well prepared for the change, know their roles and responsibilities. This not only increases your chances of success but also puts your organization in a better position for future challenges. More about our vision on change management can be found on our special page

Sources:
https://www.cbs.nl/nl-nl/nieuws/2024/32/arbeidsproductiviteit-neemt-steeds-minder-toe-in-afgelopen-50-jaar
https://www.utwente.nl/nl/centrumdigitaleinclusie/Blog/

Meet expert Wouter Feijen

Wouter is a broadly interested and flexible team player who enjoys analyzing complex challenges and providing practical solutions. He is convinced that the bridge between business and IT is a lively dynamic, and that a change should actually be an improvement. He regularly shares his knowledge and vision in the form of content.