A recent project we completed at a mid-sized company exposed the flaws and the promise of AI in one complex effort that shows how perseverance and patience can work wonders.
The initial scope of the effort to modernize an order fulfillment process seemed like a ready made win for a smart AI application.
But we quickly realized that there were several steps the overworked employees were doing on their own that management didn’t know even existed.
This is a common issue that comes with the in depth process we use before we even start configuring technology.
In an effort to comply with a directive from the company’s owner to “Get with this AI stuff” employees were using their personal ChatGPT accounts to categorize and quickly look up part numbers that were in inventory.
And while this self-directed use of AI was laudable, it produced some issues around security and control that needed to be solved before a real secure AI environment could be implemented.
When you try to take away an AI toy, some very dedicated, loyal and smart employees react in different ways.
As outside consultants brought in to “help” we are always aware that our presence is not welcome by everyone with open arms and warm hugs.
This skepticism doubles when you introduce AI and the fear around taking a job away from someone hides in the background.
In our process of discovery that involves spending time documenting and interviewing how work gets done, all of these complex issues became roadblocks to getting even to a first test plot.
So we took a step back and worked with the CEO and the owner to hold AI workshops that worked to overcome cultural resistance to change.
The workshops consisted of small groups first consisting of their department co-workers then their cross functional teams that worked together every day to get work done.
One employee was then part of two hands on and interactive groups over the three day team building effort.
While this was not included in the initial scope of work, it proved to be the most important part of the ultimately successful project.
Overcoming the biases, the perceptions of AI drawn from outside press stories, and negative impressions from even family members was a critical step.
While AI may seem like a technology you can just turn on and start using, the reality is that taking the time to understand how work gets done and how your employees work together improves success rates.
Slow down to speed up leads to success.
If you’re struggling with AI and frustrated with how a project is working, or if you’re curious how we help companies transform hidden pain points into profit, get in touch today. We’re here to help.