“The level of detail we were able to obtain was fantastic,” reported Levy. “It was much greater than we could have achieved with interviewers taking notes and discussing them in a traditional setting with whiteboards and charts. With Sugarwork, we were able to able to capture nuances, such as which employees were happy, which ones were frustrated, and why, as well as what their regular work activities were.” Not only did Lcubed interview twice as many people as planned, but it was also able to acquire about twice as much detail as would have been achievable otherwise, thereby improving the impact by a factor of 4.
Lcubed also documented 250 processes in the organization. However, it then faced the question of how to integrate them into the organization’s portals and engage employees, as well as how to make the data queryable to the staff at large. “That will be the next step,” commented Levy, “how to preserve this body of knowledge and, for example, put it into a chatbot that can carry on a dialog. The goal is to make the resulting knowledgebase a living body of knowledge.” In order to make this large amount of information more manageable, a likely intermediate step is for the leadership team to identify a few key processes in each of the functions that need to be understood by everyone and then define and retain the core knowledge.