Forrester CRM analyst discusses IT failure [podcast]

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The "people part" is hard

I just listened to your podcast with Dr. Petouhoff of Forrester. Let me start by saying I fundamentally agree with every point made in the podcast. Though I agree, I think the characterization of the "people part" is oversimplifying the problem and the potential solution. Dr Petouhoff mentions strong leadership and organizational transformation, but there is more to it than that.

The "people part" is actually 3 dimensions: Governance, Process Management, and Organizational Change Management ? addressed in concert with one another, not as disparate disciplines addressed individually (as many companies do).

Take for example her evidence that organizations continue to move projects forward without adequate executive leadership and an adequate understanding of the impact on corporate culture. So why is this taking place? I think it is due to the absence of good governance, process management and organizational change management. I think these 3 disciplines are essential to ensure strong executive leadership and organizational transformation.

Good governance would ensure the critical decisions are addressed by systematically asking and answering the right questions. Good governance would ensure the correct people in the organization are assigned accountability for those decisions and the asking and answering of those questions. Good governance would ensure the processes for making the decision are in place and functioning. Good governance would ensure appropriate Executive involvement and oversight.

Good process management would provide the means to make the work possible and practical. This includes the decision-making process and associated and subsequent execution mechanisms.

Good organizational change management would provide the required vision, strategy, communication, training, support and management to ensure the human behaviors required in these processes become second nature in the enterprise. This includes the organizational change management to institutionalize the governance processes, as well as the change management required to modify business processes and human behavior to exploit technology solutions.

Can we do anything successfully without adequately addressing the people part? Absolutely not. Then, as you ask, why are enterprises continuing to make the same mistakes again and again? Simply stated: because the alternative is hard. If it was easy, we would already be doing it.

The disciplines of governance, process management and organizational change management are not intuitive. They are incredibly difficult requiring as much art as science.

I posted a blog at the end of 2008 noting the silver lining in this economic downturn ? that organizations would finally address these needs because they no longer have the threshold for failure. Dr. Petouhoff made the same observation in your podcast.

Though I agree the incentive is there to finally address the "people part", I won?t be surprised to see a Forrester study showing the same problems 10 years from now. I hope my pessimism is proved wrong.

Steve Romero, IT Governance Evangelist
http://community.ca.com/blogs/theitgovernanceevangelist/

Posted by: Steve Romero   Posted on: 02/24/09 You are currently: a Guest | Members login | Terms of Use

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