Get Better Results from Your IT By Facilitating Alignment

We have been hearing from IT department managers lately. They say that the volume of work standards has mushroomed in their departments, ostensibly to implement accepted IT processes such as Information Technology Infrastructure Library (ITIL), Capability Maturity Model (CMM), and others. Such tools are, of course, supposed to help us gain better alignment with business goals and more efficient project implementation.

But is the volume of documentation really helping? Despite the growth of documentation, managers note persistent symptoms including an ever-increasing project backlog, and little direct feedback from completed projects indicating that they are having the desired impact on the business. These are symptoms of lack of alignment of processes and the business’ goals.

When workers view procedures as irrelevant or hard to use, they tend to rely on tribal knowledge—they just ask each other questions. While that can be effective, formal knowledge management systems become superfluous and they die. This invites other problems, like inconsistent product quality, loss of knowledge as people leave, lack of compliance and no audit trail, hoarding of information. All of this puts customer satisfaction and even the company’s future at risk, managers say.

Figure 1. Knowledge Management Systems

Written standards, policies and procedures need to be aligned with key processes, or users will find workarounds.  We hear from IT managers because they think of us as ‘the policies and procedures guys,’ and they sense that “better” procedures are the answer.

But we’re the first ones to suggest that standards, policies and procedures are only part of the answer. When found in abundance, policies , procedures and standards could be a symptom of lack of alignment around business goals. It’s like trying to patch an ineffective working relationship by writing down every possible scenario. Of course that’s impossible. And it only hamstrings the creativity and initiative of your best professionals.

But playing the role of facilitator, you can help staff and stakeholders collaborate to critique existing processes, modify them as necessary, and agree on a workable process.

As their manager and resource, you can provide communications and training to reinforce buy-in and adoption. Success creates an impetus for further improvement. With the improved focus, It’s easier to weed out unnecessary processes and get better results.

About Bizmanualz
Bizmanualz has been at the forefront of deploying business best practices since 1995 delivering Policies, Procedures and Forms; quality systems implementation; and strategic business process improvement to help business owners achieve the growth and expansion they envision.

Learn more about Bizmanualz solutions:

• Policies & Procedures Manuals
• Strategic Process Improvement
• Quality Training Courses

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Posted on Friday, June 19th, 2009 under Business Improvement Services, Knowledge Management, Strategy

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Originally published in 2009 by Bizmanualz, Inc. under the title Get Better Results from Your IT By Facilitating Alignment. All rights reserved. Reproduction permitted with attribution only. www.bizmanualz.com