Striking a balance in a digital world

Doug Bannister, Founder & CTO
December 13, 2018
hand with tablet

How a focus on digital innovation and operational excellence drives results

Earlier this year, I had the great privilege of attending the CIO Perspectives conference. I participated in the Publisher’s Panel alongside executives from OpenText, ePlus and IDG Events. The topic of the day was business innovation and operational excellence. As part of the conversation, we addressed some key findings from the 2018 State of the CIO Report

Of particular interest to me was the fact that while 88 per cent of CIOs say their role is becoming more focused on digital and innovation, nearly three quarters of respondents find it difficult to strike the balance between business innovation and operational excellence. This presents a significant challenge for CIOs and other leaders, as digital transformation is becoming increasingly crucial to businesses’ ability to thrive.

However, operational excellence and business innovation are not either-or scenarios. In a recent blog post, I discussed the concept of digital maturity, which refers to a company’s ability to use new tools and strategies to adapt to an evolving digital environment. Ultimately, digital maturity and best-in-class operations go hand in hand. For a business to maintain operational excellence, it must embrace the digital landscape and use innovation to maximize its efficiency, gain a competitive advantage and increase its bottom line.

It’s important to note that operational excellence, purpose-driven innovation and successful digital transformation are tied together by effective communication. Muddled messages and tired delivery methods limit the potential for a symbiotic relationship between innovation and business excellence. As well, they can also have a negative impact on employee engagement, productivity and company results.

Effective communication starts from the top, and it is up to the entire C-suite (including CIOs) to develop a comprehensive leadership strategy. It is important to foster an environment in which the right information is shared with right people at the right time on the right device. Tools like digital signs help companies that want to communicate in a meaningful and relevant way. However, leaders must first ensure that effective communication is baked into the company’s overarching strategy and is utilized up, down and across the organization.

Dovetailing from effective communication is company-wide buy-in. This is the most crucial piece of any organization’s digital transformation. CIOs and other leaders, must secure alignment from all levels in order for change to be successful. If employees do not buy what the C-suite is selling, the risk of failure is high. As a result, operational efficiency and productivity will likely suffer.

In order to mitigate this risk and build a cohesive, engaged workforce, employees must understand what is happening and why. This means any effort to improve operational efficiency through digital channels must be strategic and purposeful. Furthermore, executives must determine the methods and tactics of change that will work for their organization.

At the end of the day, leaders struggling to strike a balance don’t have to choose. You can have both digital innovation and operational excellence. With careful planning, effective communication and a clear, purpose-driven strategy, the two priorities can complement each other. This ensures the business remains productive and efficient today while prepar