Team Success: Focus on People and Processes Before Tools

"We need a new tool." "We need fewer tools." These are common views on productivity and process improvements. The truth is, there is no single solution. Many have bought new software hoping it would solve their team's problems, only to be disappointed. While tools can boost team performance, it's critical to prioritize people and processes first.

"And I knew exactly what to do. But in a much more real sense, I had no idea what to do." –Michael Scott

Understanding your team and their needs is essential before choosing any solutions. Start by thoroughly assessing your team's requirements and processes, and plan how to measure the impact of any changes.

Balancing people and tools is key to achieving long-term success. Before investing in another tool, consider these key questions to evaluate the benefits of optimizing processes and the potential value of new tools.

Five Questions to Consider Before Your Next Tool Purchase

1. Is There an Opportunity to Improve Communication?

"Tell him to call me ASAP as possible." –Michael Scott

Clear and open communication is key to any team's success. Misunderstandings or information getting lost can hinder performance. Clarifying who should communicate what, when, and how can often resolve these issues.

Try a Blended Approach:

Focus on improving your team's communication and then choose tools that support that communication. Start by looking at how you currently communicate and finding ways to make it clearer and more effective. Set clear expectations about how and when to communicate. Then, if your team is remote or spread out, consider adding tools designed for collaboration and communication. This way, you'll build on a strong communication foundation while using technology to enhance it.

Ways to Measure Success:

• Reduction in miscommunications or errors
• Improvement in meeting deadlines and project completion rates
• Positive employee feedback on communication clarity
• Increased engagement in collaborative tools

2. What Changes or Tweaks Can We Make to Our Existing Processes?

"There are always a million reasons not to do something." –Jan Levinson

Take a close look at how your team works now. Are there any steps that take too long, cause confusion, or feel repetitive? Small changes can often make a big difference. For instance, simplify workflows, adjust meeting frequency, or modify roles to enhance productivity.

Try a Blended Approach:

Focus on improving your work processes first to get the most out of your tools and your team. Start by talking to your team and determining where things could work better. Once you've changed these processes, you can start bringing in new tools that fit how you now work. This way, people will see how the new tools are helping them directly, making the transition smoother and easier for everyone.

Ways to Measure Success:

• Increase in productive work hours
• Improvement in project completion time
• Employee satisfaction regarding meeting schedules
• Reduction in process-related errors

3. Do We Have the Correct Mix of Skills and Experience on Our Team to Succeed?

"They always say that it's a mistake to hire your friends. And they are right. So, I hired my best friends. And this is what I get!?" –Michael Scott

Sometimes, the problem isn't the tools you're using but the team's lack of specific skills or knowledge. Before investing in new software, consider training your existing team or hiring someone with the right expertise.

Try a Blended Approach:

Combine targeted training, smart hiring, and tools to help fill the gaps. Start by figuring out exactly where your team needs to improve. Invest in training programs for your existing team and hire new people to build a strong foundation of skills. At the same time, introduce tools to help your team quickly learn new things and stay productive. This way, you're fixing the problem now and setting your team up for future success.

Ways to Measure Success:

• Number of skills gaps identified and addressed
• Improvement in project outcomes related to new skills
• Employee engagement in skill development initiatives
• Efficiency gains from tool utilization

4. Can We Reduce the Number of Tools, Processes, or Meetings We Currently Have?

"This is a dream that I've had...since lunch...and I'm not giving it up now." –Michael Scott

Having too many tools and processes can overwhelm your team and hinder productivity. Review the tools and processes you're currently using. Are there any tools you could get rid of? Can any meetings be shortened, combined, or even eliminated?

Try a Blended Approach:

Aim for balance by carefully reviewing what you're currently using to find areas where you can simplify and improve things. Focus on combining or improving tools and processes that aren't helping. Look for tools that can do multiple things simultaneously to reduce complexity without sacrificing essential features.

Ways to Measure Success:

• Reduction in the number of tools used
• Improvement in time efficiency and reduction in redundant tasks
• Employee feedback on workflow simplicity
• Cost savings from tool consolidation

5. Can I Do Anything to Remove Common Points of Frustration or Friction?

"I'm always thinking one step ahead, like a...carpenter that makes stairs." –Andy Bernard

Pay attention to what frustrates your team in their day-to-day work. Is it a complicated approval process? Unclear instructions? Technical glitches? Fixing these annoyances can make a big difference.

Try a Blended Approach:

Identify and fix any quick, easy improvements you can make to your current processes. Then, look for new tools that offer the best working methods and help smooth out any remaining bumps in your workflow. This two-pronged approach will address immediate pain points and create a more efficient process overall.

Ways to Measure Success:

• Reduction in approval times
• Improvement in project turnaround times
• Employee feedback on process efficiency and morale
• Decrease in technical issues

Tools: Helpful, Not Magic Solutions

Technology constantly evolves; new tools can help you innovate and stay competitive. However, it's important to strike a balance. Focus on improving your current workflows and incorporating new technologies that offer significant benefits. Tools can enhance your team's efficiency and effectiveness, but only if you have a solid foundation. Ensure your team communicates clearly, has efficient processes, and possesses the necessary skills before buying new software.

Addressing Potential Challenges

"Jim is my enemy. But it turns out that Jim is also his own worst enemy. And the enemy of my enemy is my friend. So Jim, is actually my friend. But, because he is his own worst enemy, the enemy of my friend is my enemy so actually Jim is my enemy." –Dwight Schrute

1. Overcoming Resistance to Change

Strategies:

Lead with Transparency: Communicate the reasons for change, emphasizing the team's and individuals' benefits.

• Foster Participation: Involve team members in decision-making, allowing them to voice concerns and contribute ideas.
• Phased Implementation: Gradually introduce changes instead of a sudden overhaul.

2. Addressing Doubts About New Processes

Challenge: Team members might be skeptical about the effectiveness of new processes, hindering full adoption

Strategies:

• Pilot Programs: Conduct small-scale pilot projects to test the new process in a controlled environment.
• Data-Driven Evidence: Track and share data demonstrating the positive impact of the new process on key metrics.
• Mentorship and Support: Pair experienced team members with those less familiar with the new process to provide guidance.

3. Bridging Skill Gaps

Strategies:

• Targeted Training: Identify specific skill gaps and provide tailored training programs or workshops.
• On-the-Job Learning: Encourage peer-to-peer learning and create opportunities for employees to practice new skills in a supportive environment.
• External Expertise: Consider hiring consultants or experts to provide specialized training or guidance during the transition period.

4. Simplifying Complex Toolsets and Processes

Strategies:

• Tool Consolidation: Evaluate existing tools and eliminate redundancies. Look for integrated solutions that can replace multiple tools.
• Process Streamlining: Map out current processes and identify bottlenecks or unnecessary steps. Simplify workflows and automate repetitive tasks where possible.
• Clear Documentation: Create user-friendly guides and documentation for tools and processes, ensuring easy access and understanding for all team members.

5. Maintaining Motivation and Engagement

Strategies:

• Celebrate Milestones: Acknowledge and celebrate small wins and progress made during the transition.
• Open Communication Channels: Encourage feedback and address concerns promptly. Create a safe space for employees to voice their opinions and ideas.
• Incentivize Adoption: Recognize and reward employees who actively embrace the new processes or tools.

In proactively addressing these challenges, teams can ensure a seamless transition, increase buy-in for new processes and tools, and ultimately achieve greater success.

Bringing It All Together

"I am about to do something very bold in this job that I’ve never done before: try." –Jim Halpert

By using these five questions as a guide and closely monitoring the results of any changes, you can make more confident decisions about when and how to introduce new tools. This approach saves money and time while enhancing team satisfaction and productivity. Remember, it's all about finding the right balance. Continue improving your processes, but stay open to new tools to help your team remain competitive and efficient in today's fast-changing world.

I'm Jamie Gerrard, the founder of 20/20 Digital. I'm passionate about helping organizations navigate the exciting (and sometimes overwhelming) world of digital transformation.

We believe that putting people at the centre of the decision-making process is key to creating service experiences and digital products that drive business results and truly resonate with customers and employees.

Let's connect if you want to explore how 20/20 Digital can support your digital transformation journey. I'd welcome the opportunity to discuss your specific goals and explore how we can help you achieve them.

LinkedIn: Jamie Gerrard and 20/20 Digital .

Article References:

• Zendesk . (2023, January 15). 21 Ways to Improve Team Productivity.
• Predictive Index . (2023, March 10). 11 Proven Strategies to Improve Team Productivity in 2023.
• Help Scout . (2023, February 25). 10 Practical Ways to Increase Team Productivity.
• ProofHub . (2023, April 5). 19 Best Tips on How to Improve Team Productivity.
• The Office quote list via Cosmopolitan . (2023, April 3). The 100 Very Best Quotes From 'The Office' That'll Leave You Wanting to Rewatch It All