Legacy already

It used to be that I would expect the PCs being installed on desks would be one model behind the market – something would have been adjusted or replaced in the new model but it would not be so far ahead of our newly tested installation. In some suppliers the speed of innovation has increased and the availability of supply and services expands almost daily.

There is nothing more frustrating to me than towards the end of a project attending the launch of a product or service that you wished was available at project start. That is what happened to me today. We had the vision of focusing of the customer’s contact preference, being responsive, integrating backed systems with customer side service.

The organisation is close to the installation of the final part of the last phase of the 80% solution and I have just met a company that is launching proven technology that does exactly the unified Communications and CRM we wanted but wasn’t available in the UK. They have been in the USA and Europe for 4 years, today they launch in uk. The best solution available is legacy already – before the project managers have signed off the last work. While the return on investment will be realised, it won’t be the shiny new system we wanted on day one.

That is the frustration in business solutions – for most organisations, the solution is out there but finding it is harder.

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Complete Understanding of a Business

The best business modelling considers the business from different aspects:
1. business processes (the inputs, and steps that produce the outputs)
2. decision points and associated business rules
3. measures (KPI and operational) and controls for the processes
4. data definitions, status and life cycles

and for a human driven business:
5. roles, responsibilities, and levels of authority 

It is very rare I see these in one place and without all 5 parts, there is an incomplete understanding of the way the business works.

Without that complete understanding it is difficult to assess if an upgraded system solution will give real benefits or simply give a need for different work rounds.

Speed of Change in Business Systems

Business systems are the systems that help an organisation run: software like ERP (Enterprise Resource Management) to do the accounting and CRM (Customer Relationship Management) to support contact with customer.  Like every other technology, they change surprisingly quickly. Most suppliers of these systems launch major updates every 9 to 18 months. Read more of this post

people don’t follow the process …

… so make the process the people’s responsibility.

That might be provocative for managers who believe it is their job to define the process. Let’s look at realities. Read more of this post