The Next Big Shift in Workforce Transformation: ‘Systems of Delivery’

The Next Big Shift in Workforce Transformation Systems of Delivery

The synthesis of information, data and people across silos is enterprise software’s main driver. This points to businesses needing a much more agile business model.

The effort to address that need will result in a major shift to ‘systems of delivery, ’according to Chris Marsh, 451 Research Director.

What are ‘systems of delivery’?

In the 451 Alliance’s October 2019 webinar, How to Avoid a Frankenstein Workforce Experience: Tips for Effective Workforce Transformation, Marsh said systems of delivery will satisfy the need for an agile operating model that will operationalize work in the seams between other apps.

Systems of delivery represent the mainstreaming of agile principles into knowledge work, workforce-wide. The implications are significant for work behaviors and practices as well as organizational design.

Marsh explained that systems of delivery should be thought of as a complement to legacy apps, and not a replacement. In the figure below, the attributes of systems of delivery are compared with those of systems of record, engagement and intelligence.

Workforce tooling pain points

Marsh was asked during the webinar what the biggest employee pain points are. He noted that those pain points depend on “who the employee is, where they fit in the organization, how senior they are, and what the company is looking to achieve.”

According to 451 Research, the primary tooling pain points are:

  • Siloed information
  • App sprawl
  • Apps not integrating

Marsh said finding the right technology solutions to these pain points requires looking into the more specific types of work where employees are having challenges. “If you want a lot of bang for your buck, think about how to improve that experience for employees,” said Marsh.

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