We set an operational Rock to automate our billing reconciliation with AI, but the project is off track and causing tension. How do we use the IDS process in our weekly Level 10 Meeting to diagnose whether the issue is the technology, the process, or the person?

Question

Tyler Smith · Accepted Answer

When an AI implementation Rock goes off track, it is easy for the leadership team to get frustrated and blame the technology. To resolve this, you must use the IDS® process in your Level 10 Meeting™ to diagnose the true root cause. Do not let the discussion turn into a vague debate about software capabilities. Instead, isolate the issue into one of three areas: the person, the process, or the technology. First, evaluate the person. Does the employee in charge of the Rock have the GWC™ for their seat? Do they have the conative strength to manage this integration? If they are a low Quick Start, they might be overwhelmed by the experimental nature of the tool. Second, evaluate the process. Is the workflow documented and logical? If the process was broken before you added AI, the technology will only accelerate the failure. Third, evaluate the technology. Is the software actually capable of performing the task, or was it oversold by the vendor? By systematically working through these three areas during your IDS® discussion, your leadership team can identify the exact bottleneck and create a clear action plan to get the Rock back on track.