In and amongst the various challenges of a successful digital transformation is the assumption that it is all about technology, that the right platform will somehow paper over the various cracks in the business. It’s a common challenge and undoubtedly human nature to want to find a silver bullet but in our experience, technology is only one part of the process and, in an ideal world, would be the last part, enabling the more human elements that should go before.

To undertake a successful transformation it is vital to consider what we refer to as the “6 P’s”:

1. Planning (or strategy) is the essential first step. Why are we transforming? To what model? What is the business case to support it? Done properly, we are talking about fundamental change and it needs to be properly thought through. There is no point in investing substantial time and funds in technology and then to continue to operate as a slightly more high-tech version of the previous model. It’s not called “Digital iteration” for a reason… this ought to be a statement of intent.
2. Processes are often overlooked. Often we are involved in projects where there is a lack of technology integration and too many manual processes as a consequence, but that is usually only a symptom of a wider malaise. Efficiencies come not just from automation but a wider commitment to process, which is too often lacking.
3. In a similar vein, Policy needs to be updated to support the new vision. A good example is data protection where too often we see risk aversion (through a misunderstanding of the legislation) hampering commercial progress. This is an ongoing process and whereas one tends to associate policy with rigidity, it’s an area where agility is required in a fast-moving world.
4. Working Practices fall under the same umbrella. A previous PTI client had 3 B2B verticals, all working from individual spreadsheets. The client rightly recognised that they needed to be working from a single B2B database but we had to point out that the three departmental heads saw themselves as being in competition and didn’t really speak to each other. There is little point in spending significant money on new systems if its users are unlikely to change their behaviours or if your structure doesn’t flex with the demands of your new approach.
5. There is very little point in committing to wholesale change if your People are not prepared to join you on the journey or do not have the right skillsets to be able to adapt. Restructuring, upskilling and recruiting the right expertise will be critical in this brave new world.
6. Last but not least are the Platforms required to help realise your vision. This is just as important as the other P’s but no more so.

“Digital transformation” has become overused to the extent that it runs the risk of not actually meaning anything. At PTI we tend to talk more about business change, powered by digital technology. The technology makes so many more things possible but the fundamentals of the change process remain human ones. There is no technological panacea.