How to Improve Collaboration with Line of Business PartnersMatt SpearsNintex

Why is it Hard to Engage the LOB?

• They’ve seen this before.

• Change fatigue.

• They don’t see the value.

Answer the Common Objections

Why will this initiative succeed?Encourage the LOB with a clear strategy and path to completion.

Not that type of “change”…Show how this change effort will reduce their burden, not heap more on them.

What is in it for them?Share stories and metrics of improving the work experience with automation.

Tips for Connecting with the LOB

• Speak their language.

• Seek to understand their perspective.

• Ask for their knowledge.

Understand Your Approach

• Enterprise or Tech Team

• Assuming Tech Team• Typically led by IT• Easier to get started• Often comes with built-in demand

Choose Your Method

• LOB Designs Processes for Automation• Clear process documentation needed before automation

resources are allocated• Processes designed and managed by LOB requesting

automation• Tech Team provides feedback during initial process design• Finished process is managed in perpetuity by LOB

• Collaborative Design Effort by Tech Team & LOB• Tech Team interviews LOB and produces initial design• Draft process is sent to stakeholders for feedback• Finished process is managed by Tech Team with view

towards transferring ownership to LOB

Benefits

• Active record• Visibility• Understand

dependencies • Avenue for feedback

• FUTURE: launch process map to workflow designer