The role of "Fixers" in the digital economy
There is a role of certain key individuals in organizations that has become more critical than ever. These individuals, often referred to as "fixers," are informal but essential actors within their workplaces. They ensure that processes run smoothly, communication remains effective, and challenges are met with creative, on-the-spot solutions. And I am not talking about project managers or product onwers. This role is highly detached from the basic responsibilities. Their role extends beyond their formal job descriptions, acting as the glue that holds various components of an organization together, particularly during times of change.
In this article:
- the complex role of fixers,
- how to identify them,
- the factors that shape their importance within the modern digital workplace.
Identifying Fixers
Fixers can be thought of as the human embodiment of an adaptive AI system like GPT—individuals capable of handling a wide variety of problems and challenges as they arise. They possess deep institutional knowledge (organization alike and from different sectors), understand complex organizational dynamics, and can navigate both formal and informal structures to ensure smooth operations. Fixers hold a deep, often informal, understanding of the organization’s processes, communication channels, and historical background. They are not necessarily in leadership positions but are crucial sources of knowledge and insight for employees across various departments. Much of their expertise is derived from experience rather than official training, and they are often seen as the go-to people for resolving complex issues that fall between the cracks of established processes. These individuals are adept at bridging the communication gaps between different departments. They understand the formal communication channels but also leverage informal networks to ensure information flows where it is needed. They are often first knowledge source for digital transformation managers or quality analytics, who design processes of improvement. In many cases, they act as translators between teams with different technical or cultural languages, such as the bridge between IT and marketing, operations and product development, or leadership and the workforce. Fixers are also known for their ability to handle multiple tasks simultaneously, often beyond their official job descriptions. Their roles are fluid, responding to immediate needs rather than being bound by rigid job functions. They function more like a cloud-alike resource. This flexibility is key in environments where change is constant, and they are often involved in solving urgent problems that no one else is equipped to handle.
With their deep understanding of the organization’s workflow, fixers are natural optimizers. They often identify inefficiencies in existing processes and suggest improvements, even though they might not be formally tasked with process improvement roles. Their contributions often lead to informal process adjustments that eventually become codified in the organization’s best practices. When unexpected challenges arise, fixers are the first to be called upon. Their problem-solving skills are not limited to specific issues; they can navigate everything from technical failures to interpersonal conflicts, making them indispensable during times of crisis. Fixers, with their vast experience and insight, play a critical role in preserving and transferring this knowledge, ensuring that it remains accessible even as processes become more automated.
Identify fixers among your organization with an up-skill program:
and create a dedicated transformation team!
The Role in the digital economy and workplace transformation
In the context of the digital economy, where businesses are shifting to online platforms, AI-driven tools, and data-centric decision-making, the fixer’s role is evolving. Digital transformation requires the integration of technology with human-centered processes, and fixers are perfectly positioned to ensure that these transformations align with the practical realities of the workplace. They help employees adapt to new technologies, ensuring that digital tools are used effectively and that the human elements of work—collaboration, creativity, problem-solving—remain intact. Moreover, fixers often serve as intermediaries between the human and digital interfaces. As organizations introduce AI-driven tools and automation, fixers ensure that these tools integrate seamlessly with existing workflows. Their understanding of both the technical and human sides of the business allows them to identify where digital tools might fall short and where human insight is still needed. It is important in agile organizations, where processes are not rigidly defined, and teams are expected to adapt quickly to changing circumstances. Fixers often act then as informal agile coaches, helping teams adapt to new ways of working. Their understanding of how different teams operate allows them to guide others through the iterative process, ensuring that agility is maintained without sacrificing quality or efficiency. Fixers play a role in ensuring that digital transformation initiatives are implemented according to strategic plans. They understand both the old and new ways of working, allowing them to act as intermediaries during the transition. They help in quantification of strategic goals to the tactic level. As processes become digitized, the risk of losing valuable informal knowledge grows. Fixers, as informal knowledge custodians, help mitigate this risk by ensuring that critical information is passed on and integrated into new systems. They facilitate knowledge sharing by acting as connectors between departments, ensuring that the tacit knowledge they hold is made accessible to others.
They guide others through uncertainty, provide reassurance, and help maintain organizational stability. Even when not in formal leadership roles, fixers are often relied upon by both employees and management to offer insights, solve problems, and maintain morale. Especially, when leaders increasingly rely on data-driven insights to make decisions, fixers complement this with human-centered insights, offering leadership a more holistic view of the organization’s needs. Their ability to understand the nuances of both technology and people allows them to bridge gaps in leadership’s understanding, ensuring that decision-making remains aligned with on-the-ground realities.
Key touchpoints of fixers to modern environments:
- help bridge the gap between AI tools and human workers, assisting in the smooth adoption of AI-driven processes and ensuring employees understand how to use these technologies effectively.
- In Industry 4.0, where automation is central, fixers play a role in identifying inefficiencies in AI-automated processes, providing real-time feedback for optimization, and making sure human inputs align with automated outputs.
- facilitate collaboration between human workers and AI systems, ensuring that AI complements human decision-making rather than replacing it entirely, maintaining a balance in workloads.
- When AI systems encounter issues or do not perform as expected, fixers are often the first to diagnose and troubleshoot, leveraging their knowledge of both the AI’s functionality and the broader organizational processes.
- help translate the data-driven insights produced by AI into actionable steps that align with business goals, ensuring that data is applied effectively across departments.
- serve as key agents in managing the cultural and process changes that accompany AI integration, helping teams adapt to new workflows and tools while maintaining productivity and morale.
- fixers ensure that critical organizational knowledge, particularly informal or tacit knowledge, is not lost and is integrated into new AI-supported workflows.
- provide real-time decision support by combining AI-generated insights with their own on-the-ground experience, ensuring that leadership makes informed, holistic decisions.
- monitor how AI implementation affects job roles and employee performance, providing feedback to leadership to ensure that AI adoption leads to positive outcomes and is not disruptive to the workforce.
- fixers ensure that AI systems are adaptable and responsive to changing business needs, helping teams iterate quickly by providing both human and AI-driven solutions.
- encourage the use of AI for innovation by identifying areas where AI can enhance creativity and new product development, while also ensuring human input drives these innovations forward.
- play a role in training employees on how to work effectively alongside AI, ensuring that onboarding processes are enhanced by AI technologies while maintaining human oversight for complex tasks.
Check-list to identify a “fixer”
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Is this person frequently sought out for advice or problem-solving across various departments?
Do they often bridge communication gaps between different teams or departments?
Are they known for resolving issues quickly, even those outside their formal job description?
Do they regularly suggest or implement improvements to workflows and processes?
Are they the first person people turn to during emergencies or unexpected challenges?
Do they handle multiple tasks at once and easily switch between responsibilities?
Do they guide others through uncertainty, even without a formal leadership role?
Do they hold valuable informal knowledge about how things really work within the organization?
Are they able to quickly adapt to new technologies, especially during digital transformations?
Do they help train or onboard new employees, offering insights beyond the official documentation?
Identify fixers among your organization with an up-skill program:
and create a dedicated transformation team!
Summary
In the new economy, driven by AI, service design, and digital transformation, the role of fixers is indispensable. These individuals act as the lifeblood of the organization, ensuring that communication flows smoothly, problems are resolved swiftly, and new technologies are integrated effectively. Their contributions span across digital transformation initiatives, agile management, leadership support, and knowledge sharing. As organizations continue to embrace digital tools and processes, fixers will remain key players in ensuring that technology enhances, rather than disrupts, the human elements of work. Identifying and empowering these "lighthouses" within organizations will be crucial for navigating the complexities of the digital age.
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EDISONDA. A Digital Innovation Consultancy.
Our offer contains research, design, advisory and AI/Automation both in terms of optimizing your business and introducing useful, valuable innovations. We focus on big challenges, mostly in big organizations, especially in the area of eCommerce, self-service, digital workplace and digital transformation.