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Clear Communication in COEs

Do you understand the importance of clear communication when it comes to implementation of a Centre of Excellence and automation of processes?

Most organisations are now investing in a Centre of Excellence (COE) for automation, and the stats back it up - SSON Analytics data found that almost 60% of global shared services already operate COEs, with another 20% planning to do so soon.

It’s imperative to have a clear communication strategy to ensure the success of a COE, particularly in the field of automaton. There are many fears and misconceptions out there about automation and robotics taking over the work of humans, so now more than ever it’s the job of a COE to enable staff and help give time back to focus on higher value work.

In this second episode of #COE Talks we talk about how creating a clear communication strategy can guarantee COE success.

Upfront Messaging

The objectives of a good communications strategy is to inspire people about the future and explain the aims across the whole spectrum of the company. There will be different pain points for c-suite compared to the the human user at operational level. Therefore, as part of the communications campaign, it’s crucial to give specific messaging to the right people – break it down by responsibilities and job roles – this will help manage expectations and concerns.

Communicate the Benefits

As well as letting staff and stakeholders know the plans, the biggest factor has to be making sure everyone is aligned and understands what the benefits will be. In a COE everyone must know the reason for introducing or increasing automation – be that growing the business, reducing costs or enhancing customer experience.

If teams are on board, they will help set the vision for the future. Being open and upfront with communications will empower staff – and will create champions rather than blockers in the business.

A Strong & Structured Strategy

It may sound simple, but create a strong COE structure. At ABP we would suggest that whether you’re working on multiple projects or one big task, that you work on a structure similar to this:

· Daily, morning stand up (or video call) with core team to run through tasks, such as finalising development of codes.

· Weekly meetings – this will track progress to help stay on plan and to budget.

· Monthly or quarterly ‘big picture’ updates for wider stakeholders to review and set future strategies, as well as look at the overall ambition of project.

Want to find out more? Contact ABP Consultancy today.

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