Perspectives

Engaging the Workforce in Digital Transformation

How to better manage the digital transformation process to improve operations, productivity, and the customer experience

Oliver Wyman and Mercer, in collaboration with Thomas Kochan, a management, work and employment professor at MIT, have identified how to better manage the digital transformation process to improve operations, productivity, and the customer experience.

In the past, a sequential approach has dominated, characterized by the divergence between business targets and workforce strategies. Vendors develop products, sell them to Chief Technology Officers or Chief Information Officers through what are often antagonistic negotiations (neither side fully understanding the other), and then managers struggle to integrate the new technology with their workforce to achieve business objectives. We propose a new integrated model that links the design of a digital strategy with the design of the workforce for the future right from the beginning.

DESIGNING THE WORKFORCE FOR THE FUTURE

Figure 1: Moving from a sequential workforce strategy development process to a circular integrated process

Engaging the Workforce in Digital Transformation


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