Experiencing smart working: a case study on workplace change management in Italy

Purpose – The purpose of this paper is to share the insights gained by a recent research and consultancy work performed by the authors accompanying an organization in workplace change management. The inception of the new ways of working may lead a company to rethink the office space toward downsizing, with the main objectives to shrink occupancy costs and enhance workers’ productivity. The shift to a new office building and a smart working model needs to be well managed and verified ex-post. The application of a post-occupancy study can help fine-tune real and perceived quality with the enhancement of both space and people’s performance. Design/methodology/approach – The experience is presented as a case study. Data have been collected through the triangulation of different methodologies, both quantitative and qualitative. Walk-throughs, observations, questionnaires, interviews and focus groups have been conducted. Interpolation and interpretation of all the information obtained led to a critical synthesis that this paper aims at disclosing. Findings – Inter-disciplinary collaboration between corporate real estate, facilities management and human resources departments, with employees’ involvement, has been fundamental for gaining useful insights. Research limitations/implications – It is necessary to extend the sample to obtain information at an epidemiological level. Originality/value – The research can be considered one of the few Italian contributions to the field of post-occupancy studies. Moreover, it can give new indications about the evolution of workplace features in an Italian context.