How do you communicate and collaborate with other stakeholders involved in process automation projects?

You should consider following a top-down stakeholder analysis to gather different views, needs and organisational drivers. Starting with the top-level stakeholders, they will help you to set the scene, identify global priorities for the company or department - global drivers- and then provide additional key stakeholders to talk to. Secondary stakeholders, at a lower level from a functional and organizational point of view, will give you more detailed information about the day-to-day issues and bottlenecks and more specific drivers for automation, with high value for the business. Combining the upper and lower stakeholders' views, you will focus on covering the enterprise's and sponsors' needs while giving high value to the business.

Project Team: Engage with fellow team members responsible for the automation project to ensure cohesive collaboration and communication. End Users: Consider the needs and feedback of the individuals who will directly interact with the automated processes. Management: Keep stakeholders at various management levels informed to align with organizational goals and secure necessary support. IT Department: Collaborate closely with IT professionals who play a crucial role in implementing and maintaining the technical aspects of process automation. External Vendors: If applicable, involve external vendors or consultants contributing to the automation project for a comprehensive approach.

While scoping the opportunities, a common mistake in the projects is to assume the whole organisation has the same goals and problems to solve. In the process assessment, we need to keep in mind that every single department and stakeholder might have their personal operational priorities or different drivers for automation. It is key to identify those drivers and then prioritise opportunities based on the selected drivers. Failing on this might frustrate stakeholders as we won't cover their specific needs and priorities in their areas.

Begin by conducting a thorough analysis of the process automation project to understand its purpose and potential impact. Engage with key stakeholders through interviews or meetings to gather their perspectives, expectations, and requirements. Clearly define the scope of the project, outlining its boundaries, deliverables, and limitations based on the gathered information. Establish measurable objectives that align with the overall goals of the organization and the specific needs of each stakeholder. Regularly communicate and collaborate with stakeholders throughout the project to ensure alignment with the established scope and objectives, making adjustments as needed.

Identify project requirements: Clearly define your process automation project goals and requirements to understand the specific tools and platforms needed. Assess stakeholder needs: Understand the communication and collaboration preferences of all stakeholders involved to ensure selected tools cater to diverse needs. Compatibility and integration: Choose tools and platforms that seamlessly integrate with existing systems to avoid disruptions. Scalability and flexibility: Prioritize tools that can scale with the project's growth and adapt to changing needs. User training and support: Consider the ease of use for chosen tools and platforms, and provide adequate training and support to stakeholders to maximize their effectiveness.

When involving stakeholders, it is critical to take the time to show respect for current processes and to understand the reasons they exist. Stakeholder buy-in is crucial for process automation success and showing respect and empathy for the people and processes currently in place helps reduce the friction that can typically occur when driving organizational change - particularly as automation projects tend to initially prompt staff to question the security of their roles rather than drive excitement about the opportunities they present to focus on higher value tasks.

Engage Early: Initiate discussions with stakeholders at the project's outset to understand their needs and expectations. Regular Updates: Provide consistent updates on project progress, challenges, and milestones to keep stakeholders informed and involved. Feedback Loops: Establish feedback mechanisms to gather input from stakeholders, ensuring their perspectives are considered in decision-making. Collaborative Platforms: Utilize collaborative tools and platforms for transparent communication, allowing stakeholders to participate in discussions and share insights. Adaptability: Stay flexible and responsive to evolving stakeholder needs throughout the project, adjusting plans and strategies accordingly.

Conduct thorough risk assessments before initiating the project to identify potential challenges and uncertainties. Foster open communication channels with stakeholders to encourage transparency and address concerns promptly. Implement a change management process that includes clear documentation, stakeholder involvement, and impact analysis. Regularly update stakeholders on project progress, highlighting any changes and their implications. Establish a feedback loop to gather input from stakeholders, enabling continuous improvement and proactive risk mitigation.

Establish clear key performance indicators (KPIs) at the beginning of the project to measure success and progress. Regularly communicate and seek feedback from stakeholders throughout the project lifecycle to ensure alignment with goals. Conduct post-implementation reviews to evaluate whether the project met its objectives and identify areas for improvement. Assess the impact of process automation on efficiency, cost savings, and overall business objectives. Use quantitative and qualitative data to analyze outcomes, fostering a continuous improvement mindset for future collaborations.

A common pitfall is starting a project without assessing stakeholders' level of alignment and knowledge of the technology. Stakeholders often have hidden fears and misconceptions about the technology and need more experience applying automation to real use cases. It is critical to success to create awareness around the technology before starting any project to align views on how to reach the maximum potential of the technology in their areas.