Driving Technology Adoption Through a Targeted Operating Model
In a Targeted Operating Model (TOM), organizations align technology choices with strategic goals, operational processes, people capabilities, and governance standards. This integrated perspective ensures that each tool serves a clear purpose, supports end-to-end workflows, and accelerates adoption across the enterprise.
What Technology Is Needed?
Organizations typically evaluate five core categories of solutions:
Cloud platforms (Azure, AWS, Google Cloud) for scalable, cost-effective infrastructure
Digital adoption platforms (WalkMe, Whatfix) to guide users with in-app support
Collaboration tools (Microsoft Teams, Slack) to streamline communication and project management
Automation and AI (Power Automate, Copilot) to automate repetitive tasks and enhance decision-making
Cybersecurity solutions to protect data and enforce compliance
Each solution is mapped to the TOM’s Technology & Data dimension and validated against strategic objectives and process requirements.
How to Use Technology within the Operating Model
Adoption succeeds when tools become invisible enablers rather than standalone projects. Key practices include:
Embedding tools directly into existing workflows to reduce friction
Delivering role-based training, micro-learning modules, and just-in-time support
Tracking usage metrics and proficiency levels through real-time dashboards
Iterating quickly based on feedback to close adoption gaps
This holistic approach transforms technology into a performance multiplier and drives sustained user engagement.
Plan for Rapid Adoption
A phased roadmap aligned to the TOM lifecycle helps maintain momentum:
Assess: Analyze capability gaps, stakeholder needs, and process pain points.
Select: Choose solutions that integrate smoothly with current systems and align to objectives.
Pilot: Launch with a small, cross-functional group to gather feedback and showcase early success.
Enable: Roll out targeted training programs, help desks, and communication campaigns.
Scale: Expand broadly, reinforce governance, and introduce usage incentives.
Clear roles, success criteria, and feedback loops in each phase ensure accountability and continuous improvement.
Sustaining Adoption through Governance and Culture
Long-term success hinges on strong governance and cultural alignment:
Establish governance forums or steering committees to monitor progress and address roadblocks
Assign accountability for adoption metrics and return-on-investment targets
Integrate feedback loops into regular governance meetings to adapt strategies
Recognize and share success stories to reinforce positive behaviors
Embedding these practices into organizational routines ensures technology becomes part of the operating fabric rather than a one-off initiative.
By viewing technology adoption through the lens of a Targeted Operating Model, organizations can select the right tools, integrate them seamlessly, and drive rapid, sustainable change.
