The Quiet Work After Approval

Technology programmes often celebrate approval as though the difficult work has concluded. In operational environments, approval is usually where a different kind of work begins.

Ownership, support, training, controls, exceptions, monitoring and incentives must all become stable enough that the technology can survive ordinary organisational life.

Adoption is constructed.

People do not adopt technology simply because a programme has been authorised. They adopt the operating conditions that make its use understandable, safe and worthwhile.

Approval permits change. Operations determine whether change becomes real.