IT (and KM) professionals need to refocus on some simple, novel, inexpensive technology applications that could dramatically enhance individual employee effectiveness, instead of trying to achieve unattainable organization-wide improvements with ever-shrinking budgets.
The fallout over HBR’s May, 2003 article IT Doesn’t Matter was short-lived in the literature, but the continued disgruntlement of business managers with the return on corporate IT investment continues, and the recession for technology companies, and especially for IT employees, is far from over. Part of the reason for this, I think, is the lack of understanding by business managers of what has been happening in the last few years in IT, and what its potential new applications are. Business managers still think of IT in traditional terms and traditional applications: accounting, sales, and HR. This ignorance is mutual: Most people in IT don’t really understand the evolving needs, priorities, and worldview of business managers either, or what keeps them awake at night. To make matters worse, in most organizations neither group really understands the needs of front-line employees. Everyone, it seems, is unhappy with IT. The ‘problem’ with IT is that it is bound, by tradition, job description and resource availability, to continue to do three things that perpetuate the ‘IT Doesn’t Matter’ reputation:
At the same time IT is grappling with these intractable problems, a relatively new discipline, Knowledge Management (KM) has emerged that has gotten itself into trouble by raising expectations that it could do three things (all of which were once expected of IT as well):
Few if any organizations have succeeded in doing any of these things in any systematic or sustainable manner. Most organizations have realized that the nature of most work that hasn’t already been automated is unique, and that there are no ‘standard’ business processes left. This was the same reason that Business Process Re-engineering ultimately failed. If every work activity is unique, every decision unique, every learning requirement and learning situation unique, no ‘system’ is going to make it otherwise, or better. These ‘value propositions’ for KM are, at least at the organizational level, simply unachievable. Some KM pioneers (many of whom I’ve worked with over the past two or three years) are beginning to realize that the real opportunity for both KM and IT in the 21st century requires a refocus of energy away from organization-wide objectives entirely, and towards achieving the objective that Peter Drucker described as the number one business challenge in his book Management Challenges for the 21st Century: Improving the personal effectiveness of each individual front-line worker in doing his or her unique and increasingly complex job. Professor Jim McGee has articulated this realization brilliantly in describing the challenges of KM:
These KM pioneers have had to completely re-think the function of infrastructure in organizations, and abandon ‘systematic’ organizational thinking to reach this realization. For several reasons, they’re not getting much traction:
But there is a Holy Grail at the end of this thought process, one which could improve the careers and reputation of both IT and KM, if the two groups are prepared to work together, and with senior management and ‘front line’ leaders, to identify, articulate and design novel, inexpensive, and surprisingly simple new ‘TechKnowledgy’ applications that meet Drucker’s ‘Improve Individual Effectiveness’ challenge (the one in bold above). Here are four examples of such applications that could have enormous business impact:
There are undoubtedly many other such technologies that could be developed and implemented quickly, inexpensively and powerfully by IT and KM teams working together — these four are just examples off the top of my head. They apply to every type and size of organization, since they are personal — they help individuals work better, rather than trying to improve whole business units or organizations. How could further examples of such technologies be identified, and each tool properly spec’d out to meet employee needs? Here are some Management Consulting 101 techniques that could be used:
None of this is rocket science. It’s not being done today simply because IT is unaware of the need and distracted from the opportunity, senior management is unaware of the possibilities, and everyone is unaware of the problems of ‘real’ users on the front line. With the right team, and a dash of courage and vision, everyone could win: beleaguered IT and KM staff, disgruntled senior management, and frustrated front-line employees. |
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Easiest way to make the case for IT’s value? Have another blackout, sustain it for a week or so and tell people to try to stay in business without IT. Heh.
Great stuff!
This is an interesting post, but I’m afraid the statement “Most organizations have realized that the nature of most work that hasn’t already been automated is unique, and that there are no ‘standard’ business processes left” is simply not true.There are plenty of standard processes awaiting automation. Britain’s National Health Service (the largest organisation in Europe) provides just one good example. It’s top three IT priorities are:1) The elimination/reduction of paperwork.2) The implementation of electronic patient records.3) The implementation of electronic appointment-setting (between doctors and patients) on-line.What is not standard about those tasks? For the NHS and its millions of customers, they absolutely common, everyday activites. And the NHS is not alone; neither France nor Canada have electronic patient records as yet.Telecom companies, as well as many utilities, have enormous room for improvement on billing. See http://www.kevinlaurence.net/weblog/000014.html for an amusing example.I’m afraid that most organisations are not nearly as advanced as you think!
Right now, one of the concrete needs driving the market for collaboration and knowledge management solutions is exception handling within structured workflow – e.g., the ability of a call-center drone to initiate an IM session with someone in product development while they have a troublesome customer on the line, or to do something ad-hoc that their form-driven business environment does not permit. Effective teaming for knowledge workers is important, but it’s a smaller slice of the market, and harder to quantify, than line-of-business tasks. Fortunately, what we’re seeing is that collaboration is moving from specialty apps and stand-alone products to infrastructure: platform (MS) and middleware (IBM). I think in the short run, more large companies will get improved collaboration capabilities as a bi-product of business process automation improvements, rather than vice versa.
Well I think IT is fully into IT and fully out of it. The recent discovery of “content” is, to me, one the the big jokes of the century. Just what do the IT professionals imagine those pipes and storage vats were for anyway?