1.  SEISN Workshop 11 th January 2001/1© Cranfield School of Management Systems Evolution to Meet Business Opportunity Roger Elvin Cranfield School of Management

2.  SEISN Workshop 11 th January 2001/2© Cranfield School of Management Streams of Progress The DRIVER The CAPABILITY Where BENEFIT occurs (doesn’t deliver any benefit) The HOLD-UP LAGGING behind Technology hardware software application packages Application Development Ability to Exploit The BUILD Problem The EXPLOITATION Problem

3.  SEISN Workshop 11 th January 2001/3© Cranfield School of Management Information Systems in Context Provides support to people taking action Determines the requirements for Provides a capability that enables new ways of working Information System Processing of selected data to people undertaking purposeful action Improvement here delivers an organisational capability Business Process/Activity Organisational tasks carried out by people with information needs Improvement here delivers business benefit

4.  SEISN Workshop 11 th January 2001/4© Cranfield School of Management Attempts to Deliver Value o IT Strategy Studies o ‘DP Manager’ evolved into ‘IT Director’ o Competitive Advantage o The Information Resource o Business Process Re-engineering (BPR) o Outsourcing o Enterprise Resource Planning (ERP) o Knowledge Management (KM) o … and now “e” with everything?

5.  SEISN Workshop 11 th January 2001/5© Cranfield School of Management Key questions o Is “e” the latest Fad? o How are we to get VALUE from it? What is different about “e”? What do we have to do differently? What new skills do we need to develop?

6.  SEISN Workshop 11 th January 2001/6© Cranfield School of Management Significance of “e” o The dream of universal connectivity has become real o New delivery channels have become possible o (Some) organizational boundaries have been breached

7.  SEISN Workshop 11 th January 2001/7© Cranfield School of Management A new business context Today, human interaction is the norm Tomorrow, computer interaction will be the norm

8.  SEISN Workshop 11 th January 2001/8© Cranfield School of Management Technology Issues o Layers of Software Presentation –‘look and feel’ Channel Process Fulfilment Process –often legacy systems o Different development approaches o Need for integration Process Applications Infrastructure

9.  SEISN Workshop 11 th January 2001/9© Cranfield School of Management Raised Expectations ‘EASY…’ ‘CHEAP…’ ‘QUICK…’ Unrealistic expectations Users are interested in “e” They want to be involved Need for rapid delivery Competitive pressures

10.  SEISN Workshop 11 th January 2001/10© Cranfield School of Management Stakeholder Behaviour New stakeholder groups, many outside the organisation Help/training issues in design and implementation You can’t train them X They may behave irrationally

11.  SEISN Workshop 11 th January 2001/11© Cranfield School of Management Systems MUST Work Well o Performance o Security o Data accuracy o A full range of “-ilities”! Reliability, usability, scalability, adaptability, …

12.  SEISN Workshop 11 th January 2001/12© Cranfield School of Management Content issues (1) Trade-off Time QualityCost The time/cost/quality trade-off X

13.  SEISN Workshop 11 th January 2001/13© Cranfield School of Management Quality discards o Detailed analysis of current systems, to ensure interface alignment o Thorough transition planning o Testing, particularly stress testing o Documentation (of any sort!)

14.  SEISN Workshop 11 th January 2001/14© Cranfield School of Management Content issues (2) Security is a challenge - getting it right adds time and cost Direct access to data highlights poor quality

15.  SEISN Workshop 11 th January 2001/15© Cranfield School of Management Implementation issues Who is going to be responsible for an “e” ‘channel process’?

16.  SEISN Workshop 11 th January 2001/16© Cranfield School of Management Different resources The “e” team Marketing Designers & Artists Lawyers etc. Customers & Suppliers IT Senior management Business users Technology suppliers

17.  SEISN Workshop 11 th January 2001/17© Cranfield School of Management The Way Forward? o Programmes NOT Projects o A relaxation of the project paradigm More shorter, phases –A focus on progress (speed, visibility) –Learning, coping with novelty A “Never-ending Story” –Blurring between development and maintenance

18.  SEISN Workshop 11 th January 2001/18© Cranfield School of Management Key Messages Organizations need to … o create an on-going Change Capability o build adaptable Technology Infrastructures o adopt a different Mindset about technology- led change

19.  SEISN Workshop 11 th January 2001/19© Cranfield School of Management Organising for change What factors are relevant to success or failure in managing change? o A project ‘culture’ o A VALUE-for-money culture from ROI to benefits realisation o Change oriented organisation structure change is as important as ‘day-to-day’ operations o Motivating staff to participate in projects removing time constraints o Setting realistic timescales o Building change expertise and experience o Integrating IT development into the change management organisation o Overcoming traditional fears and views of business and IT staff

20.  SEISN Workshop 11 th January 2001/20© Cranfield School of Management “To improve is to change; to be perfect is to change often” Winston Churchill Source: Victor S. L. Tan, “Change to Win”, Times Business International (Singapore, 1994)