Monday, June 30, 2008
Why do IT customers demand quality?
As a customer, why would I want to purchase something that is sub-par? The IT customer expects IT to deliver value for their money. Intuitively, the customer understands that technology is a tool that is part of a greater whole; the business itself. The customer also intuitively understands why they require the technology even though they may not communicate in the same language as IT.
One of the greatest difficulties isunderstanding what quality means and how to express it. The problem is that IT still does not “listen” to the business. When IT starts to listen to the business and when IT sees itself as being part of the business the meaningful dialogue will start. IT still speaks in “techno-babble.” The business still hopes that everthing is clear and obvious to all. IT must change its ways from a technology-oriented approach to a service-oriented approach. The business must at least meet IT halfway and come up with appropriate requirements and reasons for their technology needs. Both parties must undertand that technology is only part of the whole solution; processes and people are part of the equation as well. Or should I say, business (and IT) processes and business (and IT) people.
I will say it again. IT must stop putting “IT” in front as a “differentiator”. IT is part of the business, therefore, we have business processes and business people. Period.
Now that people understand each other, will come the other difficuult part, having the same definitions for many day-to-day tems. It is not easy to define terms like quality in the first place but nonetheless a dialogue is required to understand each other.
The most simplistic definition I have ever heard for quality is “fit-for-purpose”. This means that if the business needs a hammer, IT should not deliver a sledge-hammer. The opposite is also true. From this simplistic definition we can move towards something a little more complex such as introducing concepts such as utility and warranty. after that we can start introducing resources and capabilities to deliver the utility and the warranty.
We are all customers. It is time that we treat our colleagues as customers. As a customer you probably don’t like being badly treated. I know I don’t. However, as treat my colleagues like customers; with respect since I want them to come back again and again. So if you want to keep your customers (your business colleagues) threat them like you would want t be treated; with respect empathy and understanding.
Tuesday, June 03, 2008
Stimulating Discussions
There is nothing more stimulating then having a colleague ask what appears to be a simple question which in turn generates a very lengthy but healthy email discussion with half a dozen people.
Then imagine the added benefit of having that same discussion in person over a beverage. It is so much fun to have different point of views shared and debated. It is invigorating.
Imagine the wealth of different views from so many people with both book knowledge and practical experience. It is so much fun to have someone bring out the ITIL books and discuss the different nuances throughout the books.
One of my favorite expressions when conceding a point to a colleague is “you may be right, but I am not wrong either.”
Until next time,