Breaking Barriers - Mending IT And The Organization

There is a disconnect between technology users and technology implementers. While I do not have hard data as in my other posts to back-up this claim, I have noticed it all throughout my career, from my IT work to Management Consulting. I suspect you have noticed also. Even today, it is always interesting to me when I am speaking with technology leaders and ask to meet with the user community, or vice versa. I am almost always met with apprehension. This rift is dangerous, especially as enterprise software becomes more complex and integrated. It is time to make amends. Why?

Last week I spoke about what it takes to have a successful implementation. Communication, expectation setting, understanding needs & requirements, were all at the top of the list. The irony is that these tend to be executed poorly in implementations. I dislike stereotypes, like “techies are introverts with no people skills,” not only because at best, they are wrong, but because they relieve both sides of critical responsibilities. The one who is stereotyping puts up a barrier and fails to understand the individuals who meet their perceived stereotype. The one being stereotyped can use it as an excuse or a crutch for poor behavior. I believe stereotyping is a core contributor to this ongoing rift. As systems continue to grow in complexity, it is becoming more dangerous. Logically, however, it makes no sense.

The purpose of IT is to serve the needs of the business, whether automating repetitive tasks, streamlining complex processes, or developing new business channels as in self-service. How can those implementing these activities do so without working with those who need them? Everyone would be better served by thinking in terms of the Vendor/Customer relationship, where IT is the vendor and the user is the customer. Any vendor knows to maintain a happy, loyal customer, one must first understand the needs and wants of the organization. Business users would be well served by understanding the capabilities and resource availability of their internal IT teams and related personnel. As with most activities, expectation setting and communication on both fronts are imperative. Those organizations able to overcome stereotypes will most effectively complete projects, meeting expectations on time and on budget. This will provide a distinct competitive advantage over those enterprises unable to make amends. Stereotyping is always a bad idea.