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Transcript

🗣️ PARALLEL SEASON FINALE: S1E5 - The Forgotten · The DEX Show: A Show for IT Change Makers

• 0:20
  Speaker 1: From Next Think in the creators of the Deck show,
• 0:22
  Speaker 1: it's parallel one IT story told week by week because
• 0:27
  Speaker 1: technology problems don't happen in isolation or by themselves to
• 0:31
  Speaker 1: happen in parallel. I'm tim Flower. Knowledge is power until
• 0:37
  Speaker 1: it slips through your fingers. Employees are struggling with the
• 0:40
  Speaker 1: relentless pace of technology changes, especially with AI, and I've
• 0:45
  Speaker 1: seen it as I travel the world talking with executives
• 0:47
  Speaker 1: and tech leaders. They're all concerned with not only it's
• 0:51
  Speaker 1: ability to transform quickly without breakage, but also with their
• 0:55
  Speaker 1: employee's ability to keep up with the pace and volume
• 0:58
  Speaker 1: of change. Training sessions are forgotten, new systems replace old
• 1:03
  Speaker 1: ones overnight, and IT teams are overwhelmed with employees who
• 1:07
  Speaker 1: simply can't keep up. At zen tech. The story is
• 1:11
  Speaker 1: no different. In the midst of troubleshooting performance and productivity issues,
• 1:16
  Speaker 1: they found yet another problem. Employees weren't using the new
• 1:19
  Speaker 1: features in their apps, and worse, they weren't telling anyone.
• 1:23
  Speaker 1: If you think fifty percent reporting is a bad statistic
• 1:26
  Speaker 1: on helpdesk calls, the Deck's team found that employees with
• 1:30
  Speaker 1: change fatigue were calling for help even less close to never.
• 1:36
  Speaker 1: This week, we investigate the unseen breakdown of knowledge retention
• 1:40
  Speaker 1: and the chaos it leaves behind. In episode five, The Forgotten.
• 1:47
  Speaker 1: It started with a simple question from it leadership at
• 1:49
  Speaker 1: zen Tech, why are we seeing so many tickets for
• 1:52
  Speaker 1: basic how to issues? At first, the assumption seemed obvious
• 1:57
  Speaker 1: user error. Employees weren't following in streng aductions, or they
• 2:01
  Speaker 1: weren't paying attention to training and then weren't using the
• 2:04
  Speaker 1: systems correctly. But as the decks team looked deeper, a
• 2:08
  Speaker 1: pattern emerged.
• 2:11
  Speaker 2: This wasn't like the reboot defenders. This was strange. They
• 2:14
  Speaker 2: weren't new hires, you know, struggling to learn their tools.
• 2:16
  Speaker 2: It was everyone, senior employees, even high performers. They weren't
• 2:21
  Speaker 2: making mistakes because they were careless. They just couldn't remember
• 2:25
  Speaker 2: how to do certain things after all the changes.
• 2:27
  Speaker 1: Pam was right, this was strange, and Jessica noted that
• 2:31
  Speaker 1: it wasn't just the business who couldn't keep up with
• 2:34
  Speaker 1: remembering in the midst of all this information overload. It
• 2:38
  Speaker 1: was struggling too.
• 2:40
  Speaker 3: Some of our employees admit they had forgotten how to
• 2:42
  Speaker 3: perform basic functions, and others had just miskey updates and
• 2:46
  Speaker 3: a flood of corporate communications. Our vendor platforms changed so
• 2:50
  Speaker 3: fast even when it struggled to keep up.
• 2:53
  Speaker 1: Sometimes I stopped over to see Susan, a longtime employee
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  Speaker 1: at zen Tech that we've talked with before.
• 3:01
  Speaker 3: Every time I log in, something's different, the button's move,
• 3:04
  Speaker 3: the minus change, and no one tells us what's new
• 3:07
  Speaker 3: until we're already stuck. I used to feel like an expert,
• 3:10
  Speaker 3: but now I feel like I'm guessing.
• 3:13
  Speaker 1: And traditional training models the team has used for years
• 3:16
  Speaker 1: weren't built for this level of change. Zenech's IT team
• 3:19
  Speaker 1: rolled out updates, scheduled training, sent out email reminders, and
• 3:23
  Speaker 1: then assumed people would adapt. But they didn't, and the
• 3:27
  Speaker 1: reasons were tough to get to. Terrence is the training
• 3:30
  Speaker 1: manager at zen Tech.
• 3:32
  Speaker 4: The problem is we're teaching people how to use the
• 3:34
  Speaker 4: tools on day one, and by day thirty, the tools
• 3:37
  Speaker 4: have changed. The training manuals are outdated before they're even published.
• 3:41
  Speaker 1: The company was facing a paradox. Employees were trained, but
• 3:45
  Speaker 1: they weren't enabled. The information was there somewhere, but people
• 3:51
  Speaker 1: either couldn't find it, didn't remember it, or had no
• 3:54
  Speaker 1: time to relearn it on the fly. Fred the dex's
• 3:58
  Speaker 1: team leader started to zero in on the issue.
• 4:02
  Speaker 4: We realized the issue wasn't just knowledge, it was access
• 4:06
  Speaker 4: to knowledge. People that need a ninety minute training from
• 4:09
  Speaker 4: six months ago. They need the right answer right now
• 4:13
  Speaker 4: in the moment they're stuck.
• 4:16
  Speaker 1: Employees who can't do their jobs efficiently don't just struggle,
• 4:20
  Speaker 1: They disengage. Frustration builds, productivity drops, and in some cases,
• 4:26
  Speaker 1: employees start looking for jobs somewhere else. I talked with Meg,
• 4:30
  Speaker 1: who leads HR at Zentec, and she had some observations
• 4:33
  Speaker 1: that back this up.
• 4:36
  Speaker 5: We saw an interesting correlation in our most recent reporting.
• 4:39
  Speaker 5: Employees who submitted the most IT related complaints also had
• 4:43
  Speaker 5: the highest attrition rates. When people feel like they can't
• 4:46
  Speaker 5: keep up or get their job done well, they stress
• 4:48
  Speaker 5: out and then they check out, first mentally and then physically.
• 4:53
  Speaker 5: And it's no small effort or cost to replace people
• 4:56
  Speaker 5: these days.
• 4:59
  Speaker 1: But it's not just about employee retention, it's about operational efficiency.
• 5:03
  Speaker 1: The DEX team found the teams were losing entire workdays
• 5:07
  Speaker 1: to technology struggles that were completely avoidable. Finance seemed to
• 5:11
  Speaker 1: be an area that struggled more than most For some reason.
• 5:15
  Speaker 1: I talked with Rory, the finance manager.
• 5:19
  Speaker 3: We have deadlines that aren't wasting hours every week just
• 5:21
  Speaker 3: trying to figure out how to access the right systems.
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  Speaker 3: We can't afford that kind of inefficiency.
• 5:27
  Speaker 1: Zentech needed to rethink its approach to training and fast.
• 5:32
  Speaker 1: The DEX team proposed a shift from traditional point in
• 5:34
  Speaker 1: time training to real time, on the fly embedded learning.
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  Speaker 4: We'd stop thinking about training as an event and started
• 5:44
  Speaker 4: thinking about it as a process, sure continuous in context guidance,
• 5:50
  Speaker 4: bite sized tutorials, and most critically, using proactive communication before
• 5:57
  Speaker 4: the change has happened. So we'd embedded tricks and process
• 6:01
  Speaker 4: reminds us right inside the apps users are on. In
• 6:05
  Speaker 4: addition to that formal training, we met them with information
• 6:09
  Speaker 4: where they were instead of just externally, and we couldn't
• 6:14
  Speaker 4: have done it without the visibility and analysis of best
• 6:17
  Speaker 4: struggles from a DEX platform.
• 6:21
  Speaker 1: I followed up with Meg from HR offline, and she
• 6:24
  Speaker 1: told me that for her teams in HR, the difference
• 6:27
  Speaker 1: was night and day. Instead of hunting through old PDFs
• 6:30
  Speaker 1: or waiting on it for answers, they got simple, quick
• 6:34
  Speaker 1: answers right inside the tools they were already using. Meg
• 6:38
  Speaker 1: noted that this wasn't just zentex problem. Across industries in
• 6:42
  Speaker 1: her network. Companies are pushing out more technology than employees
• 6:46
  Speaker 1: can absorb, and as the digital landscape evolves with AI,
• 6:50
  Speaker 1: the gap between technology and human adaptability keeps widening.
• 6:56
  Speaker 4: We're all in a constant state of change and it's
• 6:59
  Speaker 4: only cceleting. So if companies don't rethink how they can
• 7:03
  Speaker 4: support employees through that change, they're setting themselves up for failure.
• 7:10
  Speaker 1: The takeaway training isn't enough. Employees need just in time, knowledge,
• 7:17
  Speaker 1: clear communication, and systems that evolve without leaving them behind.
• 7:22
  Speaker 1: Because when the tools move faster than the people using them,
• 7:25
  Speaker 1: businesses lose more than productivity, they lose their people. So
• 7:32
  Speaker 1: as we close out our first set of visits and
• 7:33
  Speaker 1: analysis of issues at zen Tech, the DEX team has
• 7:36
  Speaker 1: been clear with us. They've made a ton of progress
• 7:40
  Speaker 1: finding the killers of productivity, but there's more going on
• 7:43
  Speaker 1: here that needs investigation. How does Zentech get a handle
• 7:47
  Speaker 1: on the outsider influence on stability or find the impact
• 7:50
  Speaker 1: of failed transformations? Like the foundation and bigger picture, what
• 7:56
  Speaker 1: happens when bad it goes beyond the walls of the business.
• 8:00
  Speaker 1: Zenec's customer experience team has uncovered a troubling link between
• 8:05
  Speaker 1: internal technology struggles and external reputational damage. So don't miss
• 8:12
  Speaker 1: the future exploration of these and other mysteries. Because it
• 8:16
  Speaker 1: problems don't happen in Cereal, they happen in parallel