By Michael Cruz
Technology Will Not Help…
IF, you are using it to mask your problems. Too many times people see an issue or a problem, and they want to find a quick fix. Don’t. It doesn’t work.
The best implementations of technology have only one thing in common. They are all based on automating a good process. Bad technology implementations often exist because you automated a bad process.
In order to address these business issues, you need to follow a formula. First, define the problem. I also refer to this as ‘What problem are we solving?’ Be clear. Make sure that you are addressing the underlying issue. Don’t fall into the trap of treating the symptoms of the problem. Think about the impact of the problem going away. It is important to make sure everyone agrees on what you are trying to fix. A written statement describing the problem assures we all are working on the same one.
Next, spend time imagining the solution. What do you really want to happen? When you take the time to examine the whole issue, you may see things that you miss when focusing too narrowly. You probably should flow chart the ideal process. Pictures tell stories. That will help you figure out what might be missing. And, help you figure out who else might be affected. Resolve both of those issues. Most importantly, ask “Why do we do it this way?” All too often we fail to reimagine the process. Stay away from the curse of ‘that’s the way we have always done it’.
If it feels like this is taking a long time, then you are on the right path. Beware of the people trying to design solutions while you are still defining the process. Its normal, but you need to resist it. Those are the quick fixes that hurt later!
Try out the new process without applying technology. Redesign any forms you use. Run business through it and look for areas that might still trip up your team. Start with things that are too repetitive or error prone. You probably will find things you want to adjust a bit.
When you are sure you have the right flow, you can begin the technology search. Figure out what alternatives you have. There is probably a software package out there. Talk with people outside your company. Clear perspectives come from having new eyes look at the problem and the process.
When evaluating packages, be sure to ask the right questions. Know what you need to have. Know what things you are open to suggestions about from the vendor. Lastly, know what their terms are. Read any contracts carefully (or have someone read them for you).
Only after all that are you ready to automate. If you are using vendor resources, be clear about what their role and what yours is. Schedule regular updates with your team. And total meetings with your team and the vendor. Technology alone does not solve problems. And you will waste time money if you implement the wrong process. Or fix the wrong problem!