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You’re managing a process automation project. How can you use communication to exceed expectations?

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Process automation is a powerful way to streamline workflows, reduce errors, and save time and money. But it also involves a lot of planning, coordination, and collaboration among different stakeholders, such as business owners, IT experts, end-users, and vendors. How can you communicate effectively throughout the project lifecycle to ensure alignment, clarity, and satisfaction? Here are some tips to help you use communication as a tool to exceed expectations.

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Prithvi Kiran Thallam

IT Project Manager at bloopark systems GmbH & Co. KG

1 Define the scope

Before you start any process automation project, you need to have a clear and agreed-upon scope that defines the goals, deliverables, requirements, and constraints of the project. This will help you avoid scope creep, misunderstandings, and conflicts later on. To define the scope, you need to communicate with the key stakeholders and understand their needs, expectations, and pain points. You also need to document the scope in a formal document, such as a project charter or a statement of work, and get their approval and sign-off.

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2 Plan the communication

Once you have the scope, you need to plan how you will communicate with the stakeholders throughout the project. A communication plan is a document that outlines the purpose, frequency, format, and channel of communication for each stakeholder group. It also identifies the roles and responsibilities of the communication team, the escalation process, and the feedback mechanism. A communication plan will help you keep everyone informed, engaged, and aligned on the project progress, issues, and changes.

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Avinash Kaushik

Senior RPA Developer – Novatio Solutions | Ex-BARCLAYS | B.Tech, Computer Science & Technology ‘15 | Driving Operational Excellence with Intelligent Automation
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To exceed expectations in a process automation project using communication, focus on "Plan the Communication": 1. Develop a comprehensive communication strategy that includes regular updates, milestones, and feedback loops with all stakeholders. 2. Tailor communication methods to your audience, ensuring clarity and accessibility, whether it’s through meetings, emails, or project management tools. 3. Schedule regular check-ins to discuss progress, address concerns, and adjust plans as necessary, keeping everyone aligned and engaged. Effective planning and execution of communication ensure that everyone is informed, involved, and motivated throughout the project lifecycle, setting the stage for success and exceeding expectations.

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3 Execute the communication

The next step is to execute the communication plan and deliver the messages according to the schedule and format. You need to use clear, concise, and consistent language and tone to convey the information and expectations. You also need to tailor the communication to the audience and their level of interest and involvement. For example, you may use a dashboard or a report to update the senior management on the project status and metrics, while you may use a newsletter or a webinar to educate the end-users on the benefits and features of the process automation solution.

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Manash Kundu

Automation Practice Lead | Digital Transformation | AI Voice Solutions | Conversational AI & Process Automation
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To make sure everyone's on the same page, I make a point to clearly outline what our project covers and what it doesn't. I connect with all involved to ensure we're aligned on goals, timelines, and any limits we need to stick to. We jot down these details and keep them handy for reference. As we move forward, we regularly check in to see if anything's changed or if we need to adjust our plans. If there are any uncertainties, we encourage everyone to speak up so we can iron them out together. And if there's ever a need to tweak our plans, we make sure to discuss it with everyone involved and document the changes. This way, we keep things clear, avoid any surprises, and stay focused on our goals.

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4 Monitor the communication

Executing the communication plan is not enough. You also need to monitor the effectiveness and impact of the communication and adjust accordingly. You need to collect and analyze feedback from the stakeholders and measure their satisfaction, engagement, and adoption of the process automation solution. You also need to track and resolve any communication issues or gaps that may arise during the project. For example, you may use surveys, interviews, or focus groups to gather feedback, and you may use a risk register or an issue log to document and manage communication risks and problems.

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5 Celebrate the success

The final step is to celebrate the success of the process automation project and acknowledge the contributions and achievements of the stakeholders. You need to communicate the results and outcomes of the project and show how they align with the goals and expectations. You also need to recognize and appreciate the efforts and feedback of the stakeholders and share the lessons learned and best practices. Celebrating the success will help you build trust, rapport, and loyalty with the stakeholders and prepare them for future process automation initiatives.

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6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Prithvi Kiran Thallam

IT Project Manager at bloopark systems GmbH & Co. KG
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Agile's a great match for such projects. Apart from Daily scrum meetings, here are chances to exceed expectations: 1. Sprint planning, usually spanning 2-4 weeks, is a chance to make sure everyone knows what's expected and to keep better track of progress. 2. Sprint review gives a chance to show off the work to all the important people involved. Instead of just giving a presentation, a hands-on demo of the output can really make a lasting impression. 3. Sprint retrospective is where the team reflects on performance during the sprint. This is the time to honestly assess if the project is heading in the right direction and make any necessary adjustments for the next sprint. Throughout all of this, being transparent is key for best outcomes.

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You’re managing a process automation project. How can you use communication to exceed expectations?

1

2

3

4

5

6

1 Define the scope

2 Plan the communication

3 Execute the communication

4 Monitor the communication

5 Celebrate the success

6 Here’s what else to consider

Process Automation

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You’re managing a process automation project. How can you use communication to exceed expectations?

1

2

3

4

5

6

1 Define the scope

2 Plan the communication

3 Execute the communication

4 Monitor the communication

5 Celebrate the success

6 Here’s what else to consider

Process Automation

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