Too often the technical features of new technologies predominates all the vendor buzz and media messaging. Yet since time immemorial the willingness (or not) of people to embrace change has been the critical success factor.
Blackbay explain this clearly in the article below. The drivers could have sabotaged the project but with good leadership and effective change management the customer and Blackbay were able to optimise the benefits the technology delivers.
The same is true of all the promises made for Big Data, IoT, Analytics, Self-Service BI and the new BPaaS engines that can increase customer satisfaction whilst increasing productivity and stripping out costs.
This case study from BlackBay and Zuellig makes the point very well about ensuring disruptive technologies are non-non-disruptive to the enterprise.
The first rejection you always have [with this kind of project] is that drivers feel that you want to check up on them – but that really wasn’t the point for me. I had no intention of using Delivery Connect for that purpose. We had to have a lot of change-management sessions, where we explained the customer service element here – that we would be a better partner to our customers with this kind of technology. But we also explained the benefits that the drivers themselves would experience. After all, they know already how hard they work, but they also know how much of their time gets wasted by last-minute changes to customers orders and delivery routes.
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