Uncomplicate IT

Have the interfaces between Business & IT grown stronger in your experience?

This issue needs to be looked at from different perspectives. When we plan for the next year, we take lot of inputs from the business units. Some things are customer driven, some are competition-driven, some come from gaps, some come with new plans etc. We participate at strategy meetings to understand their side. In addition, we share their perspectives so it’s a two way-street. And because of this, we are able to attain a good alignment and the breakthrough direction for a year.

How challenging or complex can it get?

Different businesses have different requirements. Since we are a conglomerate with many business units, hence at different times and with different businesses, factors change. Every project is taken as a business project rather than just an IT project and that gives a top-level alignment.

How much of your IT needs are met in-house are and how much through vendors?

It’s a case to case decision. For our core applications, we deploy and customize solutions from the market, example –CRM, ERP. When it comes to non-core work, we take a different approach. We don’t mind building internal capabilities to use external solutions so as to give speed and fit to business side. Example- an HR administrative management solution.

Have you encountered resistance to change and mind-blocks?

Yes, that is part and parcel of every project because at every strata of an organization, different comfort levels operate. So, one has to use both push and pull factors. This could mean incorporating their inputs at design phase, giving them time, providing regular support, showing them a larger picture etc. Most often resistance happens because IT can change load balances. A new system could suddenly mean more data entry for the shop floor so that the reporting smoothens for the finance department. It is hence necessary to fit changes in bigger perspectives.

Do you think usability is a serious issue in IT?

Yes. CIOs have to play a very large part. Traditionally, systems were built to do everything. And with that often regular operations got tougher because of the need to provide for exceptional situations. Users want to segregate regular and exceptional components for transactions. One has to analyse it from that direction too. Give the user what he or she wants. Don’t scare the user by giving lots of things. And that’s a paradigm shift that we need. In fact, good solutions need a savvy user who knows what he wants and is process-oriented.

That means IT can complicate things too?

The simplicity part requires a lot of creativity. Typical IT teams are wired to think complicated. It’s good to have someone on the team who is not burdened with that limitation.