The previous two articles in this Future of Work series were focused on how the pandemic and 'remote everything' has blurred the boundaries of work, home, learning, and community. Work efficiency is important for organizations and so is the home office experience for employees.
In this final article in the three-part series, I explore the value of empathy and what it means for shared services. Not all tasks can be performed from remote, and several jobs require in-person interaction ... which leads us to another question:
How will ‘remote everything’ and ‘in-person’ jobs co-exist in the Future of Work?
Those that can work from remote can lead contact-less lives and have the flexibility to shield themselves from the pandemic. On the flip side, those that work 'in-person' jobs find ways to shield themselves through personal protective equipment, masks, social distancing, and other such coping measures.
However, these methods are not perfect and the nature of 'in-person' work inherently increases pandemic health risk. Not only is the risk level-higher but these workers also take risks on behalf of others. They are working the front lines and in many ways are similar to military soldiers, who protect the country and its civilians.
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The pandemic has thrust several civilian jobs into the front lines, e.g. restaurant workers, barbers, taxi drivers, delivery drivers, retail associates, factory workers, janitorial staff, doctors, nurses, dentists, dental assistants, chiropractors, physical therapists, firefighters, police.
The list goes on. In the Future of Work, organizations are re-evaluating the nature of front-line jobs – securing personal safety, factoring in more compensation, and a higher level of recognition.
What is the implication for shared services? Shared services jobs have been created by centralizing 'remote everything' tasks and leveraging technology which further reduces physical contact. Also, shared services have been leaders in the use of metrics, automation, documentation, and collaborative tools to make the transition to 'remote everything' seamless. However, the stakeholders we support generally have a higher proportion of tasks that cannot be done from remote, e.g. receiving, shipping, driving, physical maintenance, health services.
Shared services processes can have a direct impact on pandemic risk in the front lines. For example, an incorrectly billed item may lead to customer returns which increases the number of physical contact points in a warehouse. Shared services may inadvertently increase the risk level for somebody working in the front lines. A joint perspective and a higher level of empathy will help shared services in not only enhancing customer experience, but also reducing pandemic health risk for the front lines.
"The value that I learned to appreciate deeply and which I talk about a great deal is empathy." – Microsoft CEO, Satya Nadella
In summary, organizations that adapt to the blurring of boundaries across work, home, learning, and community will define the Future of Work. 'Remote everything' has the potential to increase work efficiency, optimize work-life balance, drive employee engagement, and increase customer experience.
Henry Ford's assembly line defined a new normal of work almost a century ago. Today's 'remote everything' technology has the potential to do it again. Which organization will see the silver lining in the pandemic cloud and take the lead in defining the Future of Work?
What do you think? I look forward to your perspective and comments.