Garith Duncan

Manufacturers are shifting from paper and tribal knowledge to digital work instructions that capture expertise, personalize upskilling, and strengthen frontline performance. The real challenge is driving trust and daily use, equipping supervisors to lead the change, and ensuring experienced workers' knowledge is captured and embedded. As organizations scale across sites, they must measure adoption, overcome cultural and operational barriers, and enhance instructions with tools like augmented reality to reduce errors and accelerate training.

• How do you get frontline workers to trust and actually use digital instructions, especially when they're used to paper or tribal knowledge?

• What Change Management strategies did you put in place to ensure successful user adoption?

• How are you capturing the tribal knowledge and expertise of your most experienced workers and integrating that knowledge into Digital Work Instructions?

• What have you found to be the biggest barrier when scaling digital work instructions across multiple sites, and how did you overcome it?

• How do you measure adoption and ensure digital instructions are actually being used on the frontline?

SNF is maturing its digital transformation approach by creating a unified and repeatable model for how technology projects are delivered, adopted and sustained across the organization. Drawing on lessons from multiple active implementations, Garith is developing a standardized intake, scoping and change management framework that ensures every project is executed with consistent user engagement, clear ownership and measurable adoption outcomes. This session shares the emerging model, the practical realities behind it and how SNF is positioning itself for scalable digital growth.