Financial Mail Office - September 2019

WWW.BUSINESSMEDIAMAGS.CO.ZA SEPTEMBER 2019

envirImomnemrsivee nts
O ce design for the exible working era

ATC, Trend Group







Office contents the flexible
Working era
Published by Picasso Headline 6 IMMERSION THERAPY

It’s more than open-plan; it’s more than

agile. New thinking in office design.

A Tiso Blackstar Group Business 8 LAPTOPS AND THE LONG-TERM Attitudes towards the office as a physical space have
13th floor, 2 Long Street, Cape Town, 8001 changed dramatically over the past 20 years, driven by
Tel: +27 21 469 2400 | Fax: +27 86 682 2926 Making mobile working comfortable a paradox at the heart of the modern working norms.
Web: businessmediamags.co.za and better for health. Today’s employees — at least a fair proportion of them
— are just as capable of doing their jobs from home as
EDITORIAL 11 FIVE OF THE BEST they are by commuting to an office to sit in a cubicle
Editor: Adam Oxford or at a desk.
Content Manager: Raina Julies Desks that are always the
[email protected] perfect height. Then again, best practice suggests that
Copy Editor: Brenda Bryden collaboration between multidisciplinary teams makes
Contributors: Nafisa Akabor, Hasmita Amtha, 12 KEEPING IT PRIVATE for better decision-making and products.
James Francis, Caryn Gootkin, Mpho Lukoto,
Masibulele Lunika, Puseletso Mompei, Anthony Sharpe How to ensure there are places where Together or apart? The design of the workspace
Content Co-ordinator: Lwando Njamela employees can’t be overheard. itself is proving to be a critical part of reconciling the
Digital Editor: Stacey Visser two competing demands.
[email protected] 15 PUTTING IT IN THE CLOUD
We’re beyond open-plan, the cubicle and even agile
DESIGN Is telephony the next victim of in office design. We’re into a world of “immersive”
Head of Design: Jayne Macé-Ferguson Software-as-a-Service? design. How do you make workplaces functional,
Advert Designs: Bulelwa Sotashe practical and stimulating, and also somewhere that
Cover Image: ATC, Trend Group 19 SHOULD YOU BUILD A employees want to be? We’ve looked at this from a few
MAKERSPACE? different angles as part of this issue of FM Office.
SALES
Project Manager: Daniel Burman The arguments for putting a 3D From the design principles that underline
[email protected] | +27 21 469 2489 printer in every office. immersive (pg 6), we’ve taken a broad and critical
look at what’s possible, what’s desirable, and where
PRODUCTION 21 WHO’S USING RPA? challenges remain. For example, we want employees to
Production Editor: Shamiela Brenner be mobile, but hunching over a laptop all day is terrible
Advertising Co-ordinator: Merle Baatjies Where robotic process automation for occupational health (pg 8), and enabling privacy in
Subscriptions and Distribution: is making inroads in SA. open design is an important factor (pg 12).
Shumiera Fredericks – [email protected]
Printing: Paarl Media Gauteng 22 PEOPLE POWER We’ve also looked at related, but subtly different,
challenges. Immersive design is important because it
MANAGEMENT Leaving cybersecurity to the IT supports a way of working that is necessary to gain the
Business Manager: Lodewyk van der Walt department could result in you benefits of the fourth industrial revolution (4IR). But
Senior Bookkeeper: Deidre Musha getting hacked. when we talk about the potential for 4IR technologies
General Manager, Magazines: Jocelyne Bayer and business practices to yield commercial benefit,
25 ONE CABLE TO RULE THEM ALL office managers are often overlooked. More than
Copyright: Picasso Headline. No portion of this magazine anyone else, they need training and information to
may be reproduced in any form without written consent New office IT equipment is getting make a smooth transition to 41R (pg 26).
of the publisher. The publisher is not responsible for easier and more reliable to deploy.
unsolicited material. Financial Mail Office is published Similarly, in an age when everything is connected,
by Picasso Headline. The opinions expressed are not 26 WHAT DOES THE 4IR MEAN and every connection is important, everyone has some
necessarily those of Picasso Headline. All advertisements/ FOR MANAGERS? responsibility for cybersecurity (p22).
advertorials have been paid for and therefore do not carry
any endorsement by the publisher. Why training is important to help Cybersecurity is as much a human challenge as
managers navigate change. it an IT one. Bringing all of these elements together
needs a shared vision and a solid understanding
28 PRODUCT REVIEW of what’s at stake and how it can be achieved. And
hopefully, this issue of FM Office will help a little
Office toys to look out for. with that. ▪

Adam Oxford

Editor

OFFICE 3

TREND GROUP has resulted in projects being delivered for some
CARVES A NICHE of the most iconic brands globally, including
IN OFFICE DESIGN, Facebook, WeWork, Oracle, Google, Citibank, Red
Bull, Uber, BBC, Coca-Cola, Bloomberg, Unilever
DELIVERY and Bidvest, to name but a few.
EXCELLENCE
Trend Group’s reputation as an independent
T rend Group specialises in interior professional that delivers exceptional results
design and refurbishments in is underlined by the fact that it has delivered
the commercial, industrial and over 300 projects in 12 years, not missing
retail sectors. Trend Group is a a single deadline in that period. This reputation
comprehensive, solutions-driven has given it a critical mass across a range of
company that operates on a industries and markets, including an impressive
turnkey basis, offering a streamlined approach to roster of international brands seeking to gain
design, procurement, and construction delivery. a foothold in Africa.

From innovative start-ups to established
brands, Trend Group has the expertise of some
of the best designers and project directors to
develop bespoke offices that foster productivity,
innovation, and creativity. It has carved a
unique niche as an office interior design and
refurbishment specialist, featuring both design-
and-build and project management capabilities,
covering all aspects of the project solution.

Property developer Gavin Dickinson founded
the company in conjunction with project director
Meyer Erlank. Over a decade later, Trend Group
now comprises four co-directors, including
Mohamed Okasha and Derek Weimer, each with
a unique skillset and wealth of experience.

“We have built the company over the
last decade with a strong implementation
background. From a technical and a delivery
perspective, that has created an exceptionally
strong foundation. The four directors are
essentially owner-managers. They are intricately
involved in every touchpoint of the company,
from design to project management and
delivery, on every single project site we run,”
Dickinson explains.

With its underlying philosophy of creating
future spaces, innovation plays a key role in Trend
Group continually striving to meet the specific
requirements of its diverse customer base. This

ADVERTORIAL

“We have not only completed projects for larger remember, and endorse, the experience of working
blue-chip clients, but have also completed projects with such a team of diverse professionals.
for a range of local clients of varying sizes and scale,”
says Business Development director Derek Weimer. What has made Trend Group successful is that
“Flexibility in an industry where both budgets and it always sets reasonable expectations, thereby
margins are tight is vital. Clients go through good and affording its design teams the opportunity to not only
bad times, as does the industry. We have to be there impress the client with a solution that exceeds those
for them at all times. Hence we enter into a very long- expectations, but which guarantees that it continues
term partnership,”Weimer explains. to work with them in the future as their needs evolve
according to their own growth and transformation.
This involves an intuitive understanding of what
makes its clients tick. Given the fact that fit-outs and Effective design can play a major role in helping
redesigns are potentially costly and disruptive, the companies reduce overheads and optimise work
aim is to make the process as smooth and as painless processes. This is where Trend Group has carved a unique
as possible. Personnel with the necessary knowledge niche. While the interior design industry in South Africa
are allocated to meet those specific requirements. has developed mainly over the past three decades,
Thus, every solution is tailor-made, and based interior architecture — which incorporates workspace
around the best people possible for the project. design and planning — is still relatively new. So much so,
that it is not yet open to out-of-the-box ideas.
Putting clients at ease and ensuring their buy-in
is based on constant communication. It means a Trend Group has fine-tuned its business model
single point of contact, and regular updates and in the local market, which means not only that
meetings to discuss options and preferences. Again, it has evolved an in-depth understanding of the
this links back to the initial budget, which is a key construction industry, but it has also formed key
consideration from the outset. Smart design tailored relationships with local contractors, guaranteeing
within the confines of a particular budget and client that it can secure the best products in terms of price
requirements results in a happy client who will and quality. Being a proudly South African company,
certain brands are reassured by Trend Group’s vast
experience and knowledge as it means all of their
required design guidelines are achieved locally.

Trend Group has a stringent procurement process
run by in-house quantity surveyors, ensuring clients
benefit in the process. “We choose our suppliers on
price, B-bBEE status, quality and delivery, which are
critical,” Dickinson asserts.

“Our comprehensive approach is solutions-driven
and covers every aspect of the fit-out, from needs
analysis and design to procurement and construction.
Whether your project involves relocating to new
premises, or expanding or consolidating an existing
office suite, our clients have complete peace of mind
in entrusting their projects to us.”

This makes for a refreshingly streamlined process.
Its cost-effectiveness stems from the fact that clients
receive the best value in terms of design, budget, and
timeframe. What’s more, Trend Group’s experience
in this regard guarantees minimal disruption when
working on clients’ operational premises.

Trend Group partners with external professionals,
designers, and architects to be able to offer a full
bouquet of consultancy and construction services that
span the commercial, industrial, and retail fields. Key
to this seamless approach from inception to close-out
is the appointment of a dedicated project manager
who orchestrates everything, including customised
delivery methods.

“We feel it is vital to be company-specific in our
approach. Yes, there are overarching market trends, but
adaptability and flexibility are key, rather than a cookie-
cutter approach that does not realise the largest cost
savings at the end of the day,” Dickinson adds.

TREND GROUP CONTACT
Telephone: 010 596 5956
Email: [email protected]
Web: www.trendgroup.co.za

WORKPLACE

WeWork office space.

IMMERSION THERAPY
A er open-plan and agile, Puseletso Mompei investigates why the immersive workspace is the
next big thing in office design

W orking habits are changing in She has observed that increasingly, companies o en undertake desk utilisation surveys and sta
response to new technologies and
management practices around understand how important it is to attain and interviews to analyse the operational requirements
collaboration and production
processes. Remote working, agile retain good sta who appreciate exible, agile and of our clients, ensuring that we provide them with
teams and innovation are all the rage. So in a world
where the o ce space itself is no longer essential, creative ways of working and are moving to this the right balance of work settings.”
how do you make it a place where people want to
be, and perform their best while they are there? way of design, saying it has become the new norm INFLUENCES DRIVING THE SHIFT
in the industry.
ere’s a new trend coming through that aims to
answer this question: immersive design. However, innovation is much more than Immersive planning borrows insights from start-

“A key advantage of immersive design is that embracing the latest fads, says Dorethe Swiegers, up culture, hospitality and co-working to solve
everyone, from the executives to people on the
ground, feels part of the process as their needs senior designer at Trend Group. Trend has worked challenges organisations face in a virtual, mobile
are taken into consideration,” says Isla Galloway-
Gaul, Group MD of AngelShack, a manufacturer with clients including Facebook, Oracle, Google, world. e approach is tailored to appeal to new
and supplier of o ce furniture. Galloway-Gaul
describes immersive design as a “transdisciplinary” Citibank and most recently, WeWork’s new co- talent, support group-based knowledge work and
experience through which designers and architects
collaborate with other specialists, including working space in Rosebank. justify a physical existence when on-site attendance
technologists and end-users, so that everyone
feeds into the experience in terms of the space and “Innovative trends are both bene cial and is not always necessary to get work done.
furniture they wish to use and occupy.
operational and stand the test of time. Our Galloway-Gaul explains how immersive design

responsibility to our clients extends has changed the way creatives plan and design

to ensuring that our designs o ce spaces and furniture. “In the

are both innovative and A space to work the way past, the design of o ce spaces and
contextualised,” Swiegers you want to. furniture was fundamentally in the

explains. “It is important hands of designers and architects

to understand the way who would present their ideas on

people work when paper. Now, this process is a way

designing a new space for more fascinating experience, it

a certain company. We is inclusive and the end-user

6 OFFICE

WORKPLACE

company culture is equally important. Employees
thrive and are most productive when their
workspace conveys that they are valued by their
organisation. When they can focus on their work, it
is then that they can create and innovate.”

Limiting distractions in the open-plan office space. “A KEY ADVANTAGE OF CREATING WITH TECHNOLOGY
IMMERSIVE DESIGN IS THAT
of every step of the process is taken Galloway-Gaul explains that by employing the
into consideration.” EVERYONE, FROM THE use of immersive design technology such as a 3D
EXECUTIVES TO PEOPLE ON printer, chairs can be created to spec before volume
In many instances, clients are taken on a THE GROUND, FEELS PART production begins. “Clients and users can assess
virtual reality experience, a walkthrough of OF THE PROCESS AS THEIR and make the necessary tweaks to ensure that the
their new o ce space or piece of furniture,
where one truly gets to “feel and experience” NEEDS ARE TAKEN INTO nal product meets the desired requirements so
the space. CONSIDERATION.” that the added bene ts are products that have buy-
in from all the users and have also played a key role
THE JOURNEY TO IMMERSIVE — ISLA GALLOWAY-GAUL in the sustainable design process.”

Swiegers explains that the process for any aesthetics; certain areas can be more open plan to In the case of the new agship WeWork o ce
project begins with eshing out the initial brief allow for greater communication, creativity, and in Rosebank, Johannesburg, the global o ce-
before translating it into physical parameters. brainstorming, while other sharing chain already had a speci c methodology
Trend Group has certain tools to structure these areas can create and foster a more private, for tackling its projects, therefore, all construction
requirements, taking into account signi cant contemplative setting.” elements were embarked upon simultaneously,
variables such as how the client operates, what but programmed expertly. Trend Group produced
works and does not work for that client, what it Swanepoel points out that, at the end of the day, all of the construction drawings, while the
wants to achieve in the new space, and anything o ce designs and the level of innovation must actual concept behind the design was produced
that it may want to change. support the existing company culture. “As well by WeWork’s London team. Locally, the team
as addressing employees’ needs through smart speci ed all of the local materials and adapted
Increasingly, companies are wanting to workplace design for optimal creative performance, the required details to suit the local
transition away from open-plan layouts. One of construction market.
the key selling points of open-plan o ces was their
ability to foster collaboration, communication and “A company’s brand identity and philosophy
sharing, encouraging teams to work together on should translate into innovation within the o ce.
projects to a far greater degree than they would For example, if a brand supports a fun, playful
if con ned to their cubicle or o ce. “However,” nature, design and innovation can enhance
Galloway-Gaul says, “while the positives are this through recreational rooms, games rooms,
undisputed, there are certain factors, such as interactive pods, and unconventional workspaces.
noise, that make working out in the open We have to be on top of what is driving and
somewhat challenging and which have to be in uencing the market. Everybody shares that
taken into consideration.” understanding as we work as a team to translate
our ideas into a practical scope of work,”
To counteract the detrimental e ects of noise
in the workplace, AngelShack launched two Swanepoel adds. ▪
soundproof booths — the Focus and Speak Easy
IMAGES: SUPPLIED — where employees can retreat to escape the din in In its recent Immersive Planning From Research to Realization: An Experience-based Report,
the o ce. international design firm Knoll outlined its thinking for a new, “immersive” approach to office
design that is as fluid as the modern teams themselves. Multidisciplinary teams, rather than
Trend Group interior designer Jean Swanepoel siloed departments, lead to workspaces being designed to suit an “individual’s actions rather
points out that innovation can drive health and than their job function”. Collaboration and network are key: the building, as the authors put it,
wellbeing at the o ce, and increase productivity is “the social network”.
at the same time. “Ergonomic design can get
employees active and moving, not sitting at their Immersive certainly sounds attractive: “the lines between space types diminish;
desks all day. Productivity can also be increased enhancing interaction, inviting connected experiences and radiating a sense of hospitality
through innovative designs in terms of layouts and at every exchange”.

Knoll found the most significant factors driving the new thinking about the work
environment are that group-based work has gained dominance, as well as that hospitality
and residential influences have taken a foothold in the workplace. Despite the growth in
remote working, the office is still home base and, empowered by choice, employees make the
workplace their own and the management of the real estate asset is tighter than ever.

OFFICE 7

TECHNOLOGY

The Noapop, a portable PORTABLE BUT EFFECTIVE
laptop stand.
The Naopap is a locally made laptop
ETHRE LGOWODONWON oMn LIACPTSOP stand that is:
○ lightweight and easy to carry around.
Caryn Gootkin explores the ergonomics of going mobile ○ handmade in South Africa from

T he trend towards exible working “WMSD includes conditions involving nerves, birch ply
conditions means more people work on tendons, muscles, ligaments, joints, cartilage, ○ easily adjustable to six different
laptops. Whether from company o ces, and spinal discs,” says Josie King, ergonomist at
home o ces, hotdesks or “co ces”, we’re all Formfunc Studio. heights for optimum ergonomics.
“After seeing countless patients
abandoning the desktop computer in favour “An ergonomically correct workstation suffering from neck and back pain due
to poor ergonomics when working on
of something that ts in our bag. reduces stress injuries, repetitive strain injuries computers, I designed this laptop stand,”
says creator Dr Tamsyn Dixon.
But the very feature that makes laptops so and musculoskeletal discomfort due to
“Good ergonomics improves the
popular — portability — also makes awkward postures. biomechanics of the spine as well as
breathing, which ultimately improves
them less suitable for use all day Did you “Laptops promote the ‘hunched wellbeing and productivity.”
know?
every day. It is di cult to obey the over/turtle neck syndrome’. GENERAL GUIDELINES
general ergonomic guidelines It is important to exercise Placing the spine in this FOR USING LAPTOPS
for computer usage when your eye muscles. “Look unnatural position is the
keyboard and screen are away from your screen from leading cause of pain and Sitting posture
joined. How can we make time to time; focus on a discomfort in the workplace,” ○ Legs should be under the table, hips
sure our setup is optimal distant object to exercise she continues.
for our eyes, wrists, necks, ere are well-established slightly higher than knees, with feet
comfortably touching the floor (or
shoulders, backs and general your eye muscles,” best practices to minimise a footrest). ”Correct support for
your feet is a critical part of sitting
long-term health? says Piet Nel. these risks when working ata properly,” says physiotherapist
Piet Nel of Ergonomicsdirect.
MITIGATING RISK desk, and they can be applied ○ Your back should be upright and well
when working on a laptop. supported, your buttocks as far back
in the chair as possible. “If your chair
ere’s plenty of evidence for the health “You should always use a laptop doesn’t have built-in, adjustable lower IMAGES: SUPPLIED
back support, use an external backrest
risks of sitting in front of a computer all day, from stand to raise the level of your screen and to support your lumbar spine.”
○ The armrest should be at elbow height,
workplace-musculoskeletal disorders (WMSD) to an external keyboard and mouse to avoid wrists in line with your forearm.
“The elbow angle should be at around
the danger of heart disease and obesity from not straining your wrists,” suggests chiropractor 90 degrees or more, with your upper
moving around enough. arms hanging off relaxed shoulders.”
Dr Tamsyn Dixon. ▪
Keyboard and mouse
Your keyboard and mouse must be
correctly positioned to avoid wrist injuries
caused by overuse or repetitive strain.
“Position your external mouse as close
to the external keyboard as possible to
prevent unnecessary rotation of your
shoulder cuff,” says Nel.

8 OFFICE





 HIGH FIVE WORKPLACE

4

Height-adjustable desks are in high demand.
Hasmita Amtha rounds up five in South Africa

F or many office-based employees, sitting 1
for long hours at a fixed desk is not
only detrimental to their health, but 2 4 HUMANSCALE FLOAT FROM ERGOLAB,
also affects their work productivity and R29 500
mood. The solution? Height-adjustable
desks that counteract poor posture and tired Offering a minimalist aesthetic that complements
bodies, while burning a few extra calories. Here modern functionality, the Humanscale Float desk
are five of our top finds for you to consider, is uncomplicated in its design. Featuring a
especially if that pain in your neck won’t budge. counterbalance mechanism that allows you to
move it with just one hand (no motor failures or
1 JUMBO DESKSTAND – DESKSTAND, the hassle of a lever), the Float is quite a smart unit
R1 499 that only permits movement if all items on the
desk are properly balanced and stable, ensuring
An affordable buy if you’re new to the concept no accidents or falls. ergolab.co.za
of height-adjustable desks. The Jumbo
DeskStand has been designed to be placed on 5 TR1200-DT7 TREADMILL DESK –
top of your existing desk. It has a 10-slot ladder, WALK & WORK, R22 499
which makes the unit adjustable to your desired
height and comes with a built-in cable manager One step ahead, the Walk & Work Treadmill
to neatly store your cords and smartphone/ Desk is revolutionising the workspace — it
tablet holder for convenience. deskstand.com is said to burn calories, decrease stress levels and

2 FLEXISPOT M7B – ERGONOMICS 5 resolve any neck and
DIRECT, R4 499 back pain, all while working (and
IMAGES: , SUPPLIED walking). With a one-touch
If you’re not quite ready to part with your old height adjustment, the
faithful desk, but need a sit-stand desk solution, TR1200-DT7 Treadmill
then this may work for you. The 28” M7B Flexispot desk’s selling point is Desk is simple to use and
its U-shape design that allows the keyboard to expand, creating more meets the various height
workspace, as well as its x-structure and gas springs, which make needs of different users.
adjusting the unit an easy task. ergonomicsdirect.co.za walkandwork.co.za

3 VARIDESK PRO DESK Please note, prices featured are correct at
48 – ERGOTHERAPY the time of print and subject to change with
SOLUTIONS, no prior notice.
R11 100

A rather trendy, minimalist
number, the Varidesk Pro Desk 48
is an ergonomic office desk with nine
different height settings. The unit is simple
to set up and has a mechanism with a gas spring and
air-life piston, making it easy to rise and fall. This stylish piece
3 not only looks good, but is spacious enough to accommodate a
second monitor without feeling cramped. ergotherapy.co.za

OFFICE 11

KEEPING IT PRIVATE

Hasmita Amtha looks at ways to make a workspace open without sacrificing privacy

The cafe and staff dining area of this
Sandton financial services company
features flexible dining tables which
can be combined to support different
groups for collaborative work sessions.

12 OFFICE

WORKPLACE

FAST FACT

Access to quiet rooms can reduce

employee stress, improve environmental

satisfaction and boost collaboration,

according to a study published in the Journal

of Environmental Psychology by a team of acres of only

researchers from Finland. However, there must be open-desking,”

enough of these spaces to meet employee demand. Harrison says.
A separate study by Harvard Business School, “Break up space
published last year, found that completely open- both visually
plan offices actually led to a 70 per cent drop and acoustically;
in face-to-face communication. allocate private
Sources: psycnet.apa.org,

royalsocietypublishing.org space for focused

work and/or personal

calls — this can be in the

form of small cellular spaces,

or acoustically-treated booths. Ensure that

common use areas, such as pause or breakaway

areas, are located in such a way as to encourage

movement and interaction among staff; furniture

should be flexible and modular; invest in good

quality ergonomic chairs; and ensure that the

Slab studio office is well-ventilated with adequate natural light

O ffice spaces are being transformed into and fresh air.”
staff-friendly environments. But, with
all the new design elements, listening in a high degree of focus and should, therefore, DESIGN RULE #3
on a conference call isn’t just distracting be stationed in a quiet zone with access to lots
for office workers, it could also mean of meeting rooms and lounge areas for THINK ABOUT ACOUSTICS
everyone is privy to business-sensitive issues. sporadic collaboration.”
An open-plan office can quite easily become noisy
Taking a closer look, we highlight three defining But, on the other hand, groups where employees with phones ringing and impromptu meetings
design rules to consider when building workspaces need to talk to one another all day long — such as taking place around desks. Understanding this,
that are open, but also private. a marketing team — might happily occupy louder, the project director of Cape Town-based Inhouse
more central areas with anyone in need of quiet Design Studio Philip Wyatt says that acoustics
DESIGN RULE #1 time able to seek out a private room. should be kept in mind.
FIT THE SPACE TO THE COMPANY
DESIGN RULE #2 “Acoustics are important when you are planning
A contemporary office needs to meet the OPEN-PLAN IS OUT. MOSTLY open-plan areas,” he says, “Especially if you have
requirements of the company that occupies the departments that are noisy. In our experience,
space. According to directors Dikla Benloulou Michael Harrison, the co-founder of Head it’s important to understand the adjacencies
Naidoo and Stefanie Balkind of Johannesburg- Interiors, an architecture and interior design between departments. Acoustic treatments to
based interior design firm Slab Studio: “It’s company in Johannesburg, agrees that walls and ceilings, or incorporating screens are
imperative to consider each company’s needs open plan is not a one-size-fits-all solution. “Avoid some ways Inhouse has successfully addressed
individually and not as a collective when designing
its open-plan office. Each company has its own these challenges.” ▪
requirements and there is no generic solution to
IMAGES: , SUPPLIED copy and paste, which is why interior designers Inhouse Design Studio. Inhouse Design Studio.
need to take client briefs, work descriptions and
employees’ needs into consideration.”

Elaborating further, they say: “What works for a
bank or medical aid company may not necessarily
work for a social media or marketing office. Even
within a company there are different needs: for
example, the accounting department may require

OFFICE 13



TECHNOLOGY

PUTTING IT ALL
IN THE CLOUD
“For a user, there is a behavioural change
that takes time. But there is also a need for
better integration of popular third-party user

applications, such as messaging platforms like

Slack, Microso Teams and WhatsApp, into

There’s more to IP-telephony than simply ge ing rid of UC systems that will bring about quicker user
a local switchboard, says Masibulele Lunika adoption of the technology.”

DEATH OF LEGACY SYSTEMS

F ew businesses still have an old-fashioned “Users have not, however, yet started to Mitchell Barker is the founder of WhichVoIP, and
PBX switchboard on-premise, and IP- fully utilise the advanced features that many head of voice and uni ed communications for
based telephony has been the norm for of these systems can support,” Bush says. “An iOCO (previously EOH). Barker says that very few
many years. But are o ces making use of example is in the still signi cant demand for businesses will still invest in legacy analogue and
digital systems simply because there are very few
vendors still selling such systems.

the uni ed communications (UC) features standalone IP desktop handsets, as opposed Whether o ce managers like it or not, the

that the move to IP-based voice enables? And how to the use of either mobile applications or market is changing. Barker says that it is no

many are ready to trust the cloud to handle their desktop clients that are available on most longer economically viable to manufacture all the

entire comms stack for full integration uni ed communications systems. di erent types of interface cards required to

with everything?

Adrian Bush, director at IT distributor Even

Spending on public cloud services in South AfricaFlow, says that there has been signi cant adoption
of IP-based PBX, both hosted and on-premise, will nearly triple over the next five years, and the
in recent years. It’s been driven in South Africa adoption of cloud services will generate nearly
as connectivity infrastructure and broadband 112 000 new jobs in South Africa by the end of 2022
networks have improved and the technology has
become more robust and a ordable.

OFFICE 15

TECHNOLOGY

connect analogue and digital extensions. Since in cellular technologies, we are seeing an year, leading to more and more
the cost of IP devices has come down dramatically acceleration in cloud adoption businesses adopting the cloud
over the past few years and the drive towards overall,” Wang continues. “One for their “comms stacks,
developing devices supporting open standards such piece of advice that we always Wang says.
as SIP — which is the used for internet telephony — give to customers looking According to
customers have the freedom to purchase any SIP- to invest more in an IDC study,
compatible device and use it with their IP-based public cloud-based spending on public
telephone system. infrastructure cloud services in
is to have a South Africa will
“Today’s market is all about ‘the service’. redundancy in nearly triple over
Customers want to consume telephony just as connectivity. the next ve years,
they do with any other service, mostly on their and the adoption
terms, centred around exibility: switching on is is even of cloud services will
what they need, when they need it. e market more important generate nearly 112 000
is now ready for next-generation communication, for uni ed new jobs in South Africa by
called Uni ed Communications as a Service communications.”
(or UCaaS),” says Barker. the end of 2022.
Microso launched its data centres in Africa “For businesses, cost savings will also be seen,
“ e actual system is hosted and managed by earlier this year and all of its “365” services — such
a service provider, and customers have the option as O ce and Teams — are now available from as it removes the need to buy, install and maintain
to connect most IP devices/phones to the cloud servers in Cape Town and Johannesburg. Amazon servers and other equipment, removing IT
service, or simply license a PC so phone or mobile Web Services (AWS) will be following suit next
app for making and receiving calls, collaborating infrastructure and costs in turn,” says Wang. ▪
with internal and external users and potentially
even conducting video calls.” THE EASE OF CLOUD MIGRATION IMAGES: ISTOCK/ G-STOCKSTUDIO, ISTOCK/ ISERG

“Although UCaaS may be deployed in a hybrid “Cloud has become the new buzzword with more and more companies going this route, as
manner and integrate with legacy systems in the it allows them to ditch the expensive capital outlay associated with on-site IT hardware as
well as the responsibility of maintaining and updating that equipment,” says Marco de Ru,
eld, this is not common practice, simply because head of commercial at MiRO.
the lifespan and support of legacy systems is no
longer a viable proposition.” Many businesses, however, will continue to host features such as telephony on their
own infrastructure, or adopt a hybrid approach in which some applications are hosted in
GROWING TRUST IN CLOUD the public cloud and others on an organisation’s own network.

UCaaS is not a new technology, it has been available “A hybrid solution allows you to have local infrastructure at your business and also an
for a decade or so worldwide. Elaine Wang, cloud instance of the same data running in the cloud as a primary or redundant system — the
and so ware solutions director at Rectron, another choice is yours, depending on your budget,” says De Ru.
distributor, says that local companies were initially
hesitant to invest in UCaaS. “A system utilising extreme amounts of data, such as an IP video surveillance system
recording footage, might not be practical as you are likely to incur pricing per megabyte
“Naturally, companies were apprehensive or gigabyte of stored data that you use,” De Ru explains. “These IP video surveillance
that the cloud would not only work, but also be systems can easily record gigabytes of data per hour making it extremely expensive or
sustainable in Africa. In addition to this, the high unaffordable for the average business. This is where a locally hosted recording platform
cost of internet connectivity in South Africa as well is beneficial. A central management platform in the cloud then allows you access to your
as availability of reliable internet connections have recordings on-premise from anywhere in the world.”
added to the traditional cloud challenge that many
IT service providers have had to overcome. The same is true for VoIP systems, which record phone calls — a local recording system
might be more affordable, but still accessible via the cloud.
“However, with the great bre race seeing many
metros being dug up, as well as improvements “Some modern unified communications solutions allow you to integrate your voice and
video communications onto a single, hybrid platform,” says De Ru, “allowing for local calls
JARGON BUSTER to route through your on-premises IP-PBX, eliminating any external data costs, and also
leveraging the benefits of their cloud-based platform called IP Video Talk, which allows
PBX – Private branch exchange, or internal you to set up meetings and one-on-one video calls from anywhere in the world.”
switchboard for managing telephones on
an office network. IP-PBX – A modern According to him, most IT vendors are going this route and when it comes to network
switchboard in which voice traffic is infrastructure management on fibre, ethernet or Wi-Fi, cloud access is likely to be free
moved around as internet data packets. “from vendors such as Cambium Networks, thanks to the fact that there is very little data
Unified Communications (UC) – A single to store”.
IP application that integrates multiple
features such as voice, video calling,
instant messaging and “presence”.

16 OFFICE





STAFF DEVELOPMENT

MAKING SPACE FOR TMG MAKERSPACE_iClub at
WITS Tshimologong Precinct.
MAKERSPACES

Makerspaces are environments for spurring
innovation and creativity through hands-on work,
and savvy businesses are starting to recognise
their potential, finds Anthony Sharpe
fast fact

Research firm Technavio

estimates that global

T he way we work is ever-changing. O ce communities throughout demand for desktop 3D To reap the bene ts of a
design is constantly evolving, notions the South Africa, while printers will reach R100bn by space like this, businesses
about working spaces are shi ing as more acknowledging the number 2022. It’s growing at 37 per need to adopt a less results-
and more employees work remotely, and was greater than that driven attitude. O ering
cent a year. lunchtime classes in basic
Source: Technavio

as creativity and innovation become and growing. robotics or 3D printing, for

more important, forward-thinking businesses are GARAGE DAYS example, may not directly bene t
attempting to create environments that foster this the bottom line, but could help to build

sort of thinking. Every company wants to be the next Google. Or a business culture around the tools of the fourth

To this end, some businesses have introduced Microso . Both companies were started in garages. industrial revolution.

makerspaces into their premises. But what exactly And both companies have built makerspaces (or “Ensuring that the making activity or time

is a makerspace? According to Mia van Zyl, workshops, or hackerspaces) to try and o er the allocated within the business is not controlled,

designer-maker and co-manager of the WITS sort of environment that created their companies, measured and evaluated in the same way as other

Tshimologong Makerspace, they are “fabrication and in doing so, inspire their employees. business functions — where one’s livelihood is

co-working spaces that o er shared resources for Similarly, IBM has the IBM Garage. “ e Garage always connected to performance management

mutual bene t, that is, shared workshop space, is IBM’s co-creation experience which brings — but rather o ers people the freedom to engage

tools and equipment, learning and teaching, access together diverse teams of experts, allowing clients freely in something ‘non-work’ related can have a

to open-source knowledge platforms, and most to access the best of IBM expertise across research, positive e ect on actual work-related processes and

importantly a sharing community”. strategy, process, application, infrastructure results,” says Van Zyl

Typically, the tools will include desktop 3D and tech,” explains Andrea Jahanbozorgi of MAKING IN SOUTH AFRICA
printers and scanners, laser cutters and other IBM Corporate Communications. “In the past

low-cost hardware that encourage people to be 18 months alone, we have helped more than 500 “Some companies in South Africa have innovation

creative. e propagation of these spaces has companies adopt this new way of working as they centres, research and development labs, fabrication

created something of a movement centred around drive their digital transformations with data and hubs or incubators, while others encourage and

the ideals of collaborative creativity. AI on the hybrid cloud.” host internal innovation and incubation functions

“Makers, makerspaces and the maker movement or events such as hackathons,” explains Van Zyl.
She says businesses in the nancial, educational,
IS IT FOR YOU?promote, enable and engage in ‘learning-

through-doing’, bottom-up innovation through But is it just tech companies that stand to bene t IT or manufacturing sectors are adopters, citing

collaborative making, training, experimenting and from creating a makerspace? Van Zyl believes examples such as Standard Bank Hub, Liberty

skill share, underpinned by values of inclusivity the potential is much broader than that, and that Innovation, Accenture Liquid Studio and research

and democratisation,” explains Van Zyl. making isn’t just about product R&D. centres like IBM Research Africa in Johannesburg.

A 2017 report by Open African Innovation “Businesses that require a di erent level of “Most recently Massmart embraced the

Research (OpenAIR), A Scan of South Africa’s critical thinking and creative problem-solving potential that 3D printing and customisation o ers

Maker Movement, collected data from 25 maker could bene t from introducing a space,” she says. to their homemaker, DIY and lifestyle clientele by

incorporating a 3D printing and customisation

IMAGES: SUPPLIED “BUSINESSES THAT REQUIRE A DIFFERENT LEVEL OF CRITICAL section within some Builders Warehouse stores,”
adds Van Zyl. “Even though these are by no means

THINKING AND CREATIVE PROBLEM-SOLVING COULD BENEFIT FROM fully- edged makerspaces, they aim to include
INTRODUCING A SPACE.” — MIA VAN ZYL the consumer in the process of co-creating

customised solutions.” ▪

OFFICE 19



AUTOMATION

ARTIFICIALLY INTELLIGENT,

SO YOU WON’T BE BORED

Robotic process automation is taking over a lot of our most boring back-office tasks, says
Anthony Sharpe, leaving us humans to focus on more important things

I s your job boring and mundane? Is your job What are the pros and cons of RPA? work ow between them. So it’s good for almost any
repetitive and lled with time-consuming industry with a large middle o ce. is is heavily
tasks? Do you ever think a robot could do your Maistry sees improved e ciency, greater concentrated in the nancial services and telecoms
job? If so, you’re probably right. All over the productivity, cost savings and lower turnover as the spaces, although government, healthcare and even
world, robots are getting handed the boring, chief bene ts of employing RPA. On the last point, logistics rms can bene t.”
he says, “when human employees are no longer
mundane, repetitive, time-consuming Who is using RPA?
forced to do boring, repetitive tasks, their
parts of many jobs. satisfaction levels will naturally rise. Several vendors operate in South Africa, catering
In addition, workers will have the to a growing market for RPA. “All the banks have
is is all happening via ability to participate in more these systems running and have achieved very
high-level projects, leading to signi cant bene ts in costs, speed and reliability,”
what is known as robotic greater employee satisfaction explains Singh.
and retention.”
process automation (RPA). Maistry says the greatest Maistry gives the example of a global asset
barrier to RPA is the upfront servicing company whose local entity was required
ink of it as the boring cost (though he is quick to point to reduce operating costs. Deloitte created a
out that this is inevitably o set prioritisation matrix for automation and identi ed
side of arti cial intelligence by increases in productivity and 150 potential candidate processes, of which 25 had
the most impact, covering more than 20 full-time
(AI): so ware robots e ciency), with many businesses unable to employees. “We developed a business case for
nd spaces in their budgets to set up the system. automation with a potential saving of R77-million
are taught a sequence of Despite this, RPA is less expensive to implement with the rst three years.”
than more sophisticated AI tools. “It’s relatively
repeatable tasks through Herman cheap,” maintains Singh. “For R100 000, a rm can Should we be worried?
observation of the computer’s Singh have a robust system implemented. No integration
is needed — that is what makes it so elegant.” ere’s much concern in South Africa around
graphical user interface, then RPA, because of the impact it could have on the job
market, making low-skilled clerking jobs obsolete.
mimic these actions by interacting
“ e blanket statement in which RPA is said
with the user-interface system, much as a person to replace humans,” says Maistry, “is not entirely

would do. “Basically, the robot logs into systems correct. RPA is used to free
up employees from mundane
and downloads data, makes decisions, completes tasks. is is done to focus those
employees on other areas of the
forms, uploads data, manages diary invites, business, thus utilising them
where there is more opportunity
forwards emails, and so forth,” explains Prof to generate additional business
and revenue for the organisation.”
Herman Singh, CEO of digital transformation rm
Which is, at the end of the day,
Future Advisory. Should you be using RPA? what every business wants,

“Robotic process automation is so ware that isn’t it? ▪

is designed to help primarily with o ce-type Any business with many back-o ce tasks that

functions that require the ability to do several are taking up (more) valuable human hours
could bene t from RPA.
types of tasks in a sequential order,” says Ashley “It makes a lot of sense for

Maistry, associate director of robotics and

intelligent automation at Deloitte Consulting companies with multiple
generations of disparate
Africa. “RPA can be introduced to execute these systems,” says Singh. “It’s

series of steps, o en adding additional bene ts

such as improved speed and accuracy. O en with good for middle o ce work,
not front o ce. Basically,
these repetitive tasks, the data is being manipulated work in the messy middle

across platforms and applications so a physical

robot is not necessary. Instead, the so ware robot where systems are not fully
integrated and humans play
is deployed with the ability to launch and operate the role of connecting the Ashley Maistry

other so ware to execute these repetitive tasks.”

IMAGES: SUPPLIED “ROBOTIC PROCESS AUTOMATION IS SOFTWARE THAT IS DESIGNED TO HELP PRIMARILY WITH
OFFICE-TYPE FUNCTIONS THAT REQUIRE THE ABILITY TO DO SEVERAL TYPES OF TASKS IN
A SEQUENTIAL ORDER.” — ASHLEY MAISTRY

OFFICE 21

TECHNOLOGY

PPEOOWPELRE

Threats from cybercrime are
escalating. Humans are the
weakest link, but they don’t
have to be, says James Francis

C ybercrime is a clear and present danger to o en sta hoodwinked into giving out credentials understanding. Cybercriminals are tenacious and IMAGES: ISTOCK/ PESHKOV
all organisations. e number of or accidentally allowing dangerous applications in. adaptable, so security training should be as well.
cyberattacks leapt nearly 70 per cent in the Dr Lena Y Connolly, a researcher at the University
past ve years (Accenture). Very recently, of Leeds and the EMPHASIS ransomware research It may be tempting to wonder if humans should
systems used by Johannesburg’s City Power project, underscores the importance of humans just be excluded as much as possible. ough
were infected with ransomware — an insidiously for security. machine-driven security is becoming more
easy and e ective form of attack that locks access powerful and pervasive, nothing replaces human
data for blackmail purposes. “Businesses that rely on technology and fail to intuition. Cybercrime exploits our intuition at its
address the human factor element get attacked too,” weakest, such as while juggling workplace tasks,
e utility is not alone: separate surveys Connolly says, “therefore, a multilayered approach using a sense of urgency or opportunity to make
conducted by security rms Malwarebytes and is a must. Organisations can’t a ord to focus on one one ill-fated click. at is not a situation remedied
Sophos both found that between a third and half of aspect of cybersecurity and neglect another.” by cafeteria presentations and circulated memos.
businesses said they were attacked last year. Over a
TRAINING, AND LOTS OF IT e onus is on showing us how to use our intuition
h of the attacks halted operations.
South Africa’s connected economy is a big target In a paper “ e rise of crypto-ransomware in a and sni out potential intruders. ▪
for online criminals. We are ranked third globally changing cybercrime landscape”, Connolly found
for the number of attacks, and banking industry that successful security cultures placed the highest STAY SAFE WITH THESE TIPS
body SABRIC says around R2.2-billion is taken priority on “continuous, face-to-face and relevant”
from victims every year. human training, which “gradually introduces ○ Good security is a continual process. It
What’s worse is that the struggling economy users to security concepts, takes into consideration must be taken seriously at the highest
might be partly to blame as companies focus senior members of sta , attracts users to read levels and be regularly revisited through
resources on growth and stability, not security. relevant documents, and includes annual exercises, follow-up campaigns. Security is a
“Most companies have always seen growing examples to demonstrate consequences, frequent demanding culture and needs clear buy-in
revenue and pro t as their number one goal,” says reminders and bulletins/brie ngs”. from leaders.
Arthur Goldstuck, managing director of research
rm World Wide Worx. Goldstuck has just Context, repetition and scaling are common ○ Identify the types of attacks and what
published a report on cybersecurity in South Africa, themes among other recent recommendations roles they are most likely to target. Help
commissioned by VMware and Trend Micro. for making sta security-conscious. IT security people in those roles understand what to
“ at is beginning to change as the focus shi s memos are considered useless as they are easily look out for and why. For example,
to satisfying the customer. However, with tight ignored and don’t connect the dots. Nor are scare executive assistants should be well
economic conditions in South Africa, the bottom tactics encouraged — the point is to rather promote versed about phishing attacks.
line remains more important than the customer understanding through context. Some modern
who is generating that bottom line.” security training methods o en use containerised ○ Note the tasks that staff do to be
A signi cant number of attacks are done through concepts and short explanations, a concept referred productive and cater to them, or they will
technical means, which would resonate with the to as microlearning. use a less secure alternative. For example,
image of a hooded gure hunched over a computer. employees often use external online
But an equally substantial — some say larger — It’s also encouraged to align training with threats services to share files with customers.
number of security breaches are caused by humans, facing speci c roles and follow up training with
periodic tests. Failure of these isn’t a mark on the
employee, but rather an opportunity to re ne their

22 OFFICE





TECHNOLOGY

ONE CABLE TO RULE THEM ALL

Office equipment has changed dramatically over the years. Nafisa Akabor finds out how
businesses have adapted

Adding a new did you power in the last 15 years. “Our
device to the know? current strategy is moving
o ce, such
as a router, The standard IEEE towards an all wireless
video
camera or printer, 802.3bt 4PPoE was introduced last o ce, almost completely
used to mean that
someone from IT year for Power over Ethernet, and removing all cabling to BLE beacon
would be in the roof combines data transfer of up to 10Gbps each desk allowing for
cavity, running power with 100W of power over a single cable. a more productive
and ethernet cables over PoE is commonly used for surveillance and agile work
space,” says
cameras, access control systems Pretorius.
and VoIP phone networks. While modern
Source: Analog.com

the heads of worried workers. Wi-Fi is good, however,

Amanda Ritchie, head of it’s o en still not as reliable as a

technology services at Investec says cabled internet connection, particularly when

the introduction of Wi-Fi has fundamentally there are a lot of devices inone room. Plus, you still

changed its technology approach to providing need to plug devices into the mains. IP camera

hard wired connectivity to the network. “ e Power over Ethernet (PoE), meanwhile, means

freedom to provide Wi-Fi enabled devices has a single cable can deliver both energy and

been substantially easier for our end users to move connectivity.“All our access switches can support and play’ or ‘click and connect’, making it

through our buildings into the workspaces they PoE on all ports,” says Pretorius. “In today’s extremely easy to set up both commercial and

need to operate in without being tied down to a modern world, most devices require at least 30W of domestic environments.”

xed location.” power, which standard PoE is not able to provide.” Simple cabling results in a reduction in

is includes so phone capabilities that enables at’s changing however, as standards body installation costs due to a centralised power

our uses to work from anywhere with a full digital IEEE introduced a higher speci cation for PoE supply, says Bhat, and power is only transmitted

workplace, continues Ritchie. “ e administration connections, allowing for up to 100W of power and when a connection is detected, which avoids

burden of setting up a wireless connection is less internet connectivity over a single cable. the risk of leakage. While these

logistically intense and can be automated,” she “In the very near future, we will be able devices are inexpensive and

says. “We perform wireless setups and access to power up much bigger devices,” easy to setup, one must

certi cates as part of our default end user device says Pretorius. understand its parameters

builds, which are pre-applied before a device Meanwhile, Microso South such as maximum voltage,

is issued.” Africa says it has seen a big jump Ravin Bhat maximum current,

Managing BYOD mobile devices is a little more in PoE in the last six years. Ravi power management and

time intensive for support teams as the setup of Bhat, CTO at Microso SA says supporting cables or

Wi-Fi credentials is not easily automated, adds all Windows 10 operating systems modes, he says.

Ritchie. “However, the minimal time required to have built-in PoE functionality “Safety standards need

do this results in a much more preferable solution and are wireless enabled, therefore to be followed for PoE

for our users; it’s easier than forcing the use of most installations are automated. “Using devices, speci cally if they are

productivity tools on organisation owned devices.” automated prompts and machine learning, IP cameras, with a focus on network

Investec ensures its Wi-Fi networks are fully devices immediately search and connect to printers security, rewall security and general cyber
encrypted; users require speci c credentials and security governance,” says Bhat. ▪
or screens, which means users can simply ‘plug

security tokens to connect, and signal is limited to

the interior of the building. “The freedom to provide Wi-Fi enabled devices has been

IMAGES: SUPPLIED THE RETURN OF THE CABLE? substantially easier for our end users to move through
our buildings into the workspaces they need to operate in
Eugene Pretorius, chief information o cer at without being tied down to a fixed location.” — Amanda Ritchie
FNB says it has been pushing to reduce the
amount of cabling for network, telephony and

OFFICE 25

STAFF DEVELOPMENT

ADAPTING TO THE
FOURTH INDUSTRIAL
REVOLUTION What skills do office managers need to to navigate
through changes that will come with Industry 4.0?
Mpho Lukoto finds out

T he fourth industrial revolution (4IR), with to support and encourage o ce workers to think WHERE TO STUDY IF YOU
all its disruptive technologies and new ways beyond what they already know and help them WANT TO UP YOUR SKILLS FOR
of working and learning, will have carve a new career path by learning new THE 4IR
a signi cant impact in the
skills that are more relevant in a Project and programme management –

workplace. At its worst, Did you digitalised o ce. Cranefield College
it threatens to render certain know? “ e fear of change in the Cranefield’s courses are designed to
jobs obsolete. At its best, workplace is a reality that serve the organisational leadership,
it brings prospects to Consultancy firm Gartner is driven by uncertainty, management and governance needs
explore new careers calculates that globally particularly on job security of the Industry 4.0 economy. There
and learning for workers,” says Bonile are a range of study offerings from
$2.9-trillion of business certificate qualification to PhD level. For
opportunities. For Gantile, managing director continuing professional development,
value and 6.2 billion hours of the CPD short courses in project and
workers to remain of Supreme ICT Academy. programme management are strongly
recommended. cranefield.ac.za
relevant, they will productivity will be generated “Tasks that are currently
Effective coaching and mentoring –
need to embrace the by “AI augmentation” in the done by humans will be done
Wits Business School
opportunities by learning year 2021. by the machines faster, reliably This Wits short course is an NQF level
8 qualification that aims to provide
new skills outside of their Source: Gartner and e ciently.” participants with a coaching and
mentoring framework that will enhance
expertise or specialisations. Talent development plans insight into the processes, techniques
and critical success factors of coaching
According to associate professor will need to include reskilling options and mentoring. wbs.ac.za

at Rhodes Business School, Owen Skae, to help workers through the transition Diploma in Convergence –

the fourth industrial revolution is already upon us. to digitalisation. Supreme ICT Academy
This course is still under
In the o ce, we already have technologies such as Crane eld College principal, Professor Pieter development. It will cover the
terminology of the business
smart recorders and printers. “It’s not something Steyn, believes o ce managers will also need to world and provide working
knowledge of the management
that should threaten us,” he says, adding that develop some technical knowledge around 4IR of business. The principles of
globalisation will also be covered.
repetitive tasks will be automated, leaving o ce tools and businesses complexity to understand and
supremeictacademy.co.za
sta to o er support on more strategic functions manage it successfully. ey will need programme

such as client service. management expertise to ensure that new

He gives the example of someone who takes technologies are e ciently adopted and integrated

minutes at a meeting. Digitalisation and voice into business processes.

recognition will take away the need for someone Managers will also need to understand the new

to take the minutes. However, it will still take a technologies they adopt as well as the expectations

human to take those minutes to interrogate them and frustrations of the market. Otherwise superb

for meaningful interpretation. “Critical thinking tools could be used for a wrong purpose.

skills to interrogate the automated process and the “ e management understanding of

result will, therefore, become an important skill workplace processes that enhance internal

to have,” he says. is, says Skae, also provides e ciency and customer satisfaction and/

workers — particularly administrative sta — the or processes that are an impediment is

opportunity to gain new skills such as customer critical to avoid automating non-value-

service management. adding processes. e assessment IMAGES: SUPPLIED

“So skills will become increasingly important and choice of technology has to be

as hard skills are automated,” he says. governed by the business vision and

MANAGING CHANGE its role in helping the organisation
transition from its current

Skae says that coaching and mentoring will become to a future-desired state,”

a key skill for o ce managers as they will need Gantile concludes.

Bonile Gantile

26 OFFICE



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28 OFFICE