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Improving the Productivity of a Mobile Connected Workforce Requires  Segmentation, Alignment and Training

Improving the Productivity of a Mobile Connected Workforce Requires Segmentation, Alignment and Training

Improving the Productivity of a Mobile Connected Workforce Requires Segmentation, Alignment and Training

Aside from proactively managing mobile devices to ensure data security, many enterprises take a “fire and forget” approach to engaging end-users and ensuring that they have the right mix of technology and training to match each person’s role. Or they assume that bring your own device (BYOD) means that the end-user is proficient and capable of utilizing the device for business tasks. Taking this approach and simply pushing devices to the field and assuming BYOD equates to mobile proficiency fails to deliver on the promise of enterprise mobility delivering a highly productive mobile connected workforce.

 

Gartner predicted that 1.2 Billion Smartphones and tablets would be bought worldwide in 2013

With Gartner’s prediction of 1.2 billion Smartphones and tablets entering the market in 2013, there should be no surprise to CIOs that over 40 percent of those turn-up in the enterprise. While the basic blocking and tackling of mobile device management, ensuring the devices are secured and that end-users’ are agreeing to mobile device usage policies are often the focus, most IT organizations fall short of making sure mobilized end-users have the right mix of devices, services, accessories, applications and training to get their jobs done better than their counterparts at the competition.

The most critical step to developing a highly productive mobile connected workforce is Segmentation. Segmenting your mobile connected workforce means developing a matrix that takes into account the various parameters of each segment. Five to seven segments are typically enough to align the most effective technology and training to drive productivity. However, if you have a highly fragmented workforce across generations, job functions and mobile proficiency then you might need more segments to get the job done. Usability and mobile proficiency are often overlooked by IT organizations when they are planning a mobile device or application deployment. If your enterprise is made-up of Baby Boomers then screen size, device configuration and application and device training are imperative for a productive mobile connected workforce.

If you are deploying to a Millennial workforce then you cannot assume that just because they are proficient with Pinterest or Facebook that it will translate to business applications.

Once you have defined your segments by usability, mobile proficiency and job functions, then each should be Aligned with a set of:

  • device(s)
  • services
  • features
  • applications
  • usability
  • mobile proficiency
  • targeted refresh cycles
  • training
  • technical support levels
  • device replacement process
  • feedback processes
  • metrics that define success

In some instances you might find that a two-year refresh cycle is not frequent enough if a segment works in a hazardous environment.

Some segments will require much more Training and support in order to achieve the productivity goals. Unfortunately, many enterprise IT organizations take a one size fits all approach which does not produce best-in-class results. If you are looking for a competitive advantage then focus on making sure your mobile connected workforce is effectively trained on their mobile devices. Take a granular approach and test each individual for key business application proficiency and device utilization proficiency. By gaining a critical mass of proficient employees in each segment you will achieve a viral effect where all employees in the segment want to be proficient. In addition, you will experience the positive benefits of peer support in improving the entire enterprises mobile productivity.

If you do not have the internal capabilities to segment, align and train your mobile connected workforce then look for outside resources to adequately get the job done so you can realize the promise of a productive mobile connected workforce.