Attributed to Michelle Reece, Director at ABS Limited.
It’s a little known fact, that the companies which succeed with their technology investments aren’t necessarily those with the largest budgets or most advanced systems. They’re usually the ones that prioritise the human element – specifically, recruitment and training – as foundational components of their digital transformation.
We frequently encounter businesses struggling with systems that are severely underutilised or outdated. Organisations too often don’t spend the time regularly updating business systems, typically because they don’t know how. Or they only use a fraction of its capabilities. The root cause is rarely technical – it’s almost always human.
Avoiding human error
Business technology tools and processes require regular updating and maintenance to deliver continued value. Yet these critical updates frequently fall by the wayside because the individuals responsible lack the necessary skills and knowledge to update them or implement them effectively. Workarounds that bypass the ERP’s intended workflow can often hinder business growth and revenue potential.
The solution begins at the recruitment stage. Organisations need to be strategic about the type of skill sets they seek when hiring the people who will interact with or manage business technology systems. This isn’t merely about technical qualifications; it’s about finding individuals with adaptability, problem-solving capabilities and a commitment to continuous learning. The impact of these roles on overarching business systems is profound and often underestimated.
The most successful ERP implementations are those where organisations have either recruited individuals with the right mindset or have identified existing team members with the potential to grow into these responsibilities. These people become the internal champions who drive adoption, facilitate updates and continually stay updated with the latest information or skills required to maximise the technology-led tools.
Case study: Successful technology adoption in action
A great example of this approach can be seen in Inspiration Healthcare Group’s digital transformation journey. Inspiration recognised early on that investing in new business systems would only be successful if they had the right people in place to implement and manage them.
They focused their efforts on first introducing a Digital Optimisation Team, led by an experienced manager tasked with hiring individuals with strong problem-solving skills and a willingness to learn, rather than just those with prior technical experience. By doing so, they created a team of internal champions who embraced the new systems, actively sought further training, and in turn helped their colleagues maximise the available tools.
As a result, Inspiration not only modernised its business processes but also saw a measurable improvement in operational efficiency and overall productivity.
Developing the right people
Human intervention and continuous learning are essential components of a sustainable technology strategy. Teams that receive regular, comprehensive training consistently extract more value from their systems, identifying efficiencies and automating processes that their counterparts miss.
Why invest in advanced business technology if you’re not equally committed to hiring and developing the right people needed to leverage its full potential?
Technology alone cannot transform your business. It’s the synergy between well-designed systems and well-trained people that delivers sustainable competitive advantage. By prioritising recruitment and training from the outset, organisations can ensure their digital transformation investments yield the returns they expect and require for continued success.
There are certain key skills to look for when hiring.
When recruiting for technology-focused roles, organisations should prioritise candidates with a combination of technical and soft skills. Digital literacy is essential, but so are attributes like adaptability, analytical thinking and change management experience.
A recent conversation I had, revealed a business which didn’t test job applicants’ abilities in the basic digital skills, using Word and Excel. They unexpectedly had to provide standard IT training before they could move onto organisation specific system training.
Employees with strong communication and collaboration skills can drive adoption and ensure seamless integration across teams. Additionally, those who understand data analysis can help businesses unlock valuable insights and make informed strategic decisions.
By embedding these principles into hiring and training practices, organisations can position themselves for long-term success in an increasingly digital landscape.
