They say..If you show a dollar coin to an IT and Business Person both will look at it differently...
Business person will say "I wonder what is today's exchange rate?" and the IT person will say...""hhhmmm, this coin is shaped more like Alpha character "O" (Letter Oh) rather than numeric Zero"..(Not true...just made it up....but you get my point)....
IT developers and the business folks live and operate in 2 different worlds....unfortunately sometimes it is true...There should be steps taken by both sides to minimize this gap as much as possible...
Why?
A very basic necessity of working in today's world is to understand the business you are in and work towards supporting the business using your technology acumen and skills.
This is true, unless you work in a IT product based environment or somewhere else, where you may be working only to service your internal IT customers e.g. IT Infrastructure in a IT Company etc or you work alone on a marooned island manning a lighthouse switch.
Beyond that you have to work with the business.
This is required because Business is what drives Profits, Revenue and Sustainability to an Organization. Business has drivers like internal and external customers and partners, Competition, Compliance etc that decide and drive business and its exective decisions.
Coming from a Technology background, sometimes it becomes really difficult to think in terms of business, it is very easy to go back to the "Ones" and the "Zeros". During my initial IT Career days, being a consultant you have to wear the hat of an IT Developer cum Business Analyst, it becomes very difficult, to not think in terms of Tables and Columns and integrity data checks, rather in terms of Actors and Use cases, in front of the customer, who maybe as a Claims adjuster, is trying to explain how to send data to a glass vendor from the claim screen and wait for an amount estimate for damage repairs and then has to follow an escalation process so it gets approval if amount for repair was above the assigned claim adjuster's limit.
This really requires a major mindset change, a paradigm shift, if you may... wherein you get away from the developer mindset, where you in your own world do an efficient and scalable High level and low level designs and develop and unit test your own software to a Business person who tries to understand the people who run the business, their process and thinks of ways the technology can help them to make their work easier, better, faster and more efficient and smoother.
How?
The most important way to do this is, "to place yourself in the other person's shoes" and think the way he/she goes about the business day. This will help understand their painpoints and in turn help you to help them.
Certain steps that can be taken to overcome this chasm would be,
1> Get IT and Business aligned...In terms of Corporate Business goals and Objectives.
2> Companies to organize trainings, seminars for IT folk and business alike to make each side of the other side. For instance, hold workshops for business expaining them an IT lifecycle, what is a Functional document, high level designs, Integration, System Testing etc. Similarly for IT Folks, explain them the business processes and not just give them specs and expect the work to be done.
3> Have regular IT/Business meetings, maybe on a monthly/weekly basis where there will be general updates from both sides, Q&A to understand more and better
4> More involvement of IT Developers in Business meetings so they can understand the discussions and business painpoints and start thinking in terms of making those better.
Let me know your comments if you feel there are some points that can be added/modified to help you.
Showing posts with label transformation. Show all posts
Showing posts with label transformation. Show all posts
Wednesday, January 2, 2013
Monday, June 6, 2011
Business Transformation
In Today's economy lots of Organizations, especially in the financial sector have an increased focus on their internal IT spend and leveraging their business processes and lesser focus on improving the external business aspect.
This has lead to a lot of Enterprise level business transformation projects. Essentially these initiatives are more or less related to identifying duplicate and/or redundant business processes, eliminating them or making use of latest technology tools to achieve organizational efficiencies.
In general, most Financial organizations (Insurance, banking etc) are a little slow to adapting such enterprise wide changes due to strict regulatory and compliance policies and their sheer organizational size, resource count that would be required to execute the changes and the overall Organization culture.
They get into transformation projects due to sheer Market competition pressures, regulatory requirements, directional change in executive management or changes in labor market etc.
What is Business Transformation?
The primary purpose or objective of any business is to provide and add 'value' to their customers in return of the price paid. 'Value' is measured in terms of financial gains or commodity, service provided etc. In order to provide more or better 'value', organizations strive to improve, build upon or modify their processes etc so as to attain their objectives. Especially in the current economy, many business and Industry vertical C-Level executives have shifted their attention to business transformation activities.
One of the best Transformation examples, i have seen in today's marketplace is the innovation giant - Apple. The way the company has transformed itself from the early MAC days into today's world leaders leading the tablet revolution.
Transformation Enablers:
Business Transformation is more related to aligning the Process, people, culture and Technology towards the company goals and objectives. These are the most important business enablers.
for e.g. In the Claims department of an insurance organization, there is a predefined workflow process by which the claims intake occurs. The organization takes in claims information by Fax, email, phone, mail etc and then it is directed to the system of record either as a file upload, manual load etc followed by rendering this information to the Customer service representatives online, so they can interact with customer efficiently, all this plays a very important role in the decision of whether a transformation in the process workflow is required or not.
All this determines the total amount of time taken to input, process the information right from intake to providing information to customers via the customer service portal.
Business transformation is a modern day technique sought by organizations to think about their business processes and outcomes so they can improve on their customer relations, customer service, improve upon operating efficiencies and essentially cut down on costs. The reason why organizations need a business transformation or an overhaul can be manifold.
For Instance, for large organizations, Processes are preset to meet business needs, this gets complemented by organizational culture, external factors like statutory policies, rules set by governing bodies also come into play and before the organization knows it each business unit, department has its own set of processes which are tuned and tweaked over time to run the business. No one has looked at the organization or enterprise level viewpoint and this ultimately leads to lots of inefficiencies mainly due to overall inefficient workflow processes, slower customer outcome.
To add to this, to stay competitive in today's marketplace and to better meet their customer needs, meet the regulatory requirements organizations have to improve on their efficiencies.
A Business Transformation project would essentially involve the following steps,
Objectives and Roadmap
Develop a high level roadmap right from understanding the business needs and objectives at the executive level. This helps define the overall financial objective, the organizational change management expectations from this initiative. Involvement of Top level executives is a very important factor for the success for any Transformation initiative.
The key transformation agents for any initiative are the Top CEOs, CIOs, Stakeholder like Business SMEs, Project Sponsors etc.
Feasibility
High level Feasibility study and planning
- This involves a feasibility study wrt resources, Technology, budget etc
Strategy Definition
Understand current state and future state of the process
- Which may lead to Process realignment or altogether process changes
Layout the goals as quantifiable and tangible statements as to what this initiative is suppsed to achieve. e.g.
- Financial goals - e.g. Increase the Net revenues at the end of next 2 years by 20%
- Customer service - e.g. Reduce Customer service operational time per customer from 15 mins to 7 mins with the same or better quality of service
- Change Management - e.g. Layout a 3 month plan to migrate the changes throughout the organization to all departments involved.
- Align organization metrics and KPIs with the Roadmap
Execution and Control
- The esential parts in any project are its execution and control strategies which ensure regular monitoring and data analysis.
This has lead to a lot of Enterprise level business transformation projects. Essentially these initiatives are more or less related to identifying duplicate and/or redundant business processes, eliminating them or making use of latest technology tools to achieve organizational efficiencies.
In general, most Financial organizations (Insurance, banking etc) are a little slow to adapting such enterprise wide changes due to strict regulatory and compliance policies and their sheer organizational size, resource count that would be required to execute the changes and the overall Organization culture.
They get into transformation projects due to sheer Market competition pressures, regulatory requirements, directional change in executive management or changes in labor market etc.
What is Business Transformation?
The primary purpose or objective of any business is to provide and add 'value' to their customers in return of the price paid. 'Value' is measured in terms of financial gains or commodity, service provided etc. In order to provide more or better 'value', organizations strive to improve, build upon or modify their processes etc so as to attain their objectives. Especially in the current economy, many business and Industry vertical C-Level executives have shifted their attention to business transformation activities.
One of the best Transformation examples, i have seen in today's marketplace is the innovation giant - Apple. The way the company has transformed itself from the early MAC days into today's world leaders leading the tablet revolution.
Transformation Enablers:
Business Transformation is more related to aligning the Process, people, culture and Technology towards the company goals and objectives. These are the most important business enablers.
for e.g. In the Claims department of an insurance organization, there is a predefined workflow process by which the claims intake occurs. The organization takes in claims information by Fax, email, phone, mail etc and then it is directed to the system of record either as a file upload, manual load etc followed by rendering this information to the Customer service representatives online, so they can interact with customer efficiently, all this plays a very important role in the decision of whether a transformation in the process workflow is required or not.
All this determines the total amount of time taken to input, process the information right from intake to providing information to customers via the customer service portal.
Business transformation is a modern day technique sought by organizations to think about their business processes and outcomes so they can improve on their customer relations, customer service, improve upon operating efficiencies and essentially cut down on costs. The reason why organizations need a business transformation or an overhaul can be manifold.
For Instance, for large organizations, Processes are preset to meet business needs, this gets complemented by organizational culture, external factors like statutory policies, rules set by governing bodies also come into play and before the organization knows it each business unit, department has its own set of processes which are tuned and tweaked over time to run the business. No one has looked at the organization or enterprise level viewpoint and this ultimately leads to lots of inefficiencies mainly due to overall inefficient workflow processes, slower customer outcome.
To add to this, to stay competitive in today's marketplace and to better meet their customer needs, meet the regulatory requirements organizations have to improve on their efficiencies.
A Business Transformation project would essentially involve the following steps,
Objectives and Roadmap
Develop a high level roadmap right from understanding the business needs and objectives at the executive level. This helps define the overall financial objective, the organizational change management expectations from this initiative. Involvement of Top level executives is a very important factor for the success for any Transformation initiative.
The key transformation agents for any initiative are the Top CEOs, CIOs, Stakeholder like Business SMEs, Project Sponsors etc.
Feasibility
High level Feasibility study and planning
- This involves a feasibility study wrt resources, Technology, budget etc
Strategy Definition
Understand current state and future state of the process
- Which may lead to Process realignment or altogether process changes
Layout the goals as quantifiable and tangible statements as to what this initiative is suppsed to achieve. e.g.
- Financial goals - e.g. Increase the Net revenues at the end of next 2 years by 20%
- Customer service - e.g. Reduce Customer service operational time per customer from 15 mins to 7 mins with the same or better quality of service
- Change Management - e.g. Layout a 3 month plan to migrate the changes throughout the organization to all departments involved.
- Align organization metrics and KPIs with the Roadmap
Execution and Control
- The esential parts in any project are its execution and control strategies which ensure regular monitoring and data analysis.
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