Digital Document Observational Study

Digital Document Observational Study

It is time for a new normal with regards to how assessments and studies are conducted and analyzed when making technological and process changes. 

Marc Gilenson

The DDOS will predict the repercussions of what the implementation of technology, the change in process, and increased operational requirements will have on your employees, management, and the company in general.  These findings are necessary before technology is implemented so that changes can be made to ensure the ROI is achieved, and a cooperative human element will ensure success.

The Problem

The problem in digital document architecture design today is not how it can it be made more efficient, but rather how should it be rolled out considering the complexity and interconnectedness of the documents, the data, the processing, and the human factors. 

The wide array of possibilities and new technology excites developers, analysts, and executives to a point of ignoring proven process design concepts.  New processes and technology are not unidimensional, they are multi-faceted and interconnected with human factors such as motivation, rewards, ego, politics, etc.  In too many situations, new technology and process change thought to address a single problem, but the change produces judgements, role changes, goal, and metric weightings and more. 

The Solution

The Digital Document Observational Study will identify:

  1. How the new technology and process changes increase demands and create new complexities that affect the interconnected departments, policies, and employees.
  2. Areas that are experiencing re-work, additional process steps, or elongated timeframes caused by the inefficient use or lack of knowledge of the new technology and process changes.
  3. The complexities and adaptations used to overcome unintended side effects of the technology and process design.
  4. The adaptations and modification employees make to hide the issues from management and developers after-the-fact, who mistakenly judge all failures to be due to human error.
  5. The most effective way to mutually benefit the people involved, but also the technology implementation and the processes that have changed.  This may appear that we are humanizing the technology and processes, however, what we identify is how to make all three work together to benefit everyone involved.

There are consequences if you do the same thing over and over!

There are many consequences of both the technology and process changes employees are experiencing.  In hindsight, many of the changes that have been made in the past two decades have fallen short of delivering continuous improvement.  Many of the current business anomalies have been difficult, if not impossible to anticipate.

Success will be dependent on one’s ability to:

  • anticipate unintended effects
  • reduce the chance of system and process design error
  • avoid design flaws that don’t consider the human factors and will produce all kinds of undesirable actions by employees
  • be productive utilizing the technology and process changes
  • gain user acceptance of changes and improvements