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Objectives
• To show you that IT needs to understand the business
• People are our greatest resource and biggest obstacle
• Communicate, Communicate and Communicate
Agenda
• Who am I
• What I intend to cover– Reasons for change– People– Processes– Technology– The major pitfalls
• Q & A session
Reasons for change
• Company direction changes• Economic environment• Competition• Customer requirements• Government legislation• Disaster• New opportunities• Acquisition• Consolidation• Technology• Etc…..
“Willingness to change is a strength, even if it means plunging part of the company into total confusion for a while.”
Jack Welch
Perspective
• Question?– How many people in the room work in internal IT support?
– How many of you sit on the executive board of your company?
– How many people in the room are from a IT service organization?
– How many of you are aware of your customers business objectives?
• Different Perspectives– The business owns the change and should see how it fits in with the
company objectives
– Vendor only has visibility of their project
Yin Yang
• People– Decide on the change– Drive the change– Understand the requirements and reasons for the change
– Have a single vision – See the whole picture– ‘Bought into’
the new vision
• Process– Well defined and understood
– New processes deliver objectives– Based on the reason for the change
Yin Yang cont…
• Technology– The tool for delivering the change– Seen as a business enabler– Mirrors the business
– Championed from above
These are the positives, each point can be mapped to an negative, and it is somewhere in between where most programmes of change start.
Pitfalls
• Communication– To the customer
– Within the business
– Between partners
• Driven from the top– Championed by a senior business director
– Focus and reported on to the board
• Seen as an IT project– IT team visible – business team invisible
– New technology ‐
new risks
Communication
• To the customer– What is their future experience– Does it satisfy their needs
• Within the business– Regular and repetitive communication– Communication methods reflects culture– Success factors highlighted– What is in it for every stakeholder
• Between Partners– Roles and responsibilities defined and agreed– Informed of business vision – Long term relationship defined
Driven from the top
• Senior Director seen to champion the change
• Reasons for the change regularly communicated
• Focus placed on the progress set as KPI
• Management delivering with focus on the change
• All the team have the same vision
• Communicated as a programme or project of change
Seen as an IT project
• All the training is based around the new technology
• IT staff are very visible
• No business staff are involved
• Business does not own the change initiative
• All the drive coming from IT
• All the changes seen as IT– New servers– New Applications
• No business process change doing the same thing with new technology
Best Practice
• Driven from the top• Communicate, Communicate, Communicate• Show by your actions this is the way forward• Ensure it is business owned• Get your people behind the change• Communicate the benefits for all• Develop incentives• Communicate the vision• Deliver quick wins• Praise and reward efforts• Use Frameworks as guidance
CommunicateRepeat your message
Repeat your message
Repeat your message
Repeat your message
Repeat your message
IT needs to understand the business
Driven from the top
Inform stakeholders
Yin YangPeople, People and People
IT needs to understand the business
Driven from the top
Include stakeholders
Yin Yang
People, People and People
Drive by your actions
Same Vision
Quick wins
Get your message across
The new way is the only way
Do it the new way
Not the same way with different technology
Yin Yang
PeopleAccept change
See the requirement for change
Understand when it is explained
PeopleResist change
Do not see the need
Do not accept the explanation
Measure
• To show you that IT needs to understand the business
• People are our greatest strength and biggest obstacle
• Communication is utmost
• Have I met my objectives?