Oh I See! Getting CIOs to view their jobs from a different angle


June 19, 2012  12:01 AM

Negative selling

Arun Gupta Arun Gupta Profile: Arun Gupta

The pitch was passionate enough to keep the audience awake. The speaker and his assistant were animated in professing the virtues of their products. They kept on imploring the CIO to consider their wares instead of the market leader, even though they had only 10% market share in comparison to the leader’s 60%. The CIO who had listened patiently for more than 30 minutes thanked them for the presentation signaling an end to the meeting. The entire sales team was aghast! No questions?

It was a large deal that had every vendor wanting to show their wares with a hope of getting the business. The company had embarked on a major transformation after many years of hibernation. Thus there was a sense of expectation in the market and rightly so since whosoever bagged the order would become the standard supplier for a long time to come. The total business potential was very large commercially as well as from market visibility perspective.

For the vendor having discussed the architecture and the overall strategy with the IT team, the final stage to qualification was expected to be the meeting with the CIO. So the vendor pulled all plugs and brought together the best possible team for the presentation to the final decision maker. They knew that they had a chance of making the cut since the market leader had no presence as yet in this account. The CIO was also known to be fair in his approach and that added to the expectation.

The meeting started well with the setting of expectations and illustration of the approach, product features, open standards, and recent wins across industries. So far so good, but midway something broke and the fervent pitch turned awkward; rather than discussing merits of their product, approach and solution, the sales head started talking about the problems the CIO is likely to face if they selected the leader’s products. Now it was not about what they did but what the leader did not do.

It was not evident to them that they were no longer connected to the audience and had lost. The CIO patiently heard them out through the leader bashing; he proceeded to close the meeting with a polite remark that once the decision was finalized, it would be communicated to everyone who participated in the evaluation. As they left there was a sigh in the room; the CIO and team sat quietly trying to shrug off the negativity. Nothing needed to be said; everyone unanimously agreed that this was curtains.

Why do some people resort to negative selling? Why do they not sell on merit? Don’t they realize that it puts off the environment and has an adverse impact on the outcome? Is it the desperation of targets or month/ quarter/ year end, and the need to sell at any cost (ends justifying the means) that brings to fore such behaviors? Despite losing almost every such deal (I am sure CIOs can see through this clearly), the tendency remains to put down others to show superiority.

I believe that good is not always relative to something else where the other has to be proven not good. This maxim has to be understood for the behavior to change. A product or service can be classified superior by illustrating the benefits or features; let the recipient of the information decide in his/ her frame of reference whether it is a better fit than others. Everyone does not use the same yardstick neither does everyone compare the same products/ services every time. It would be great if our IT vendor community understands this and starts creating better services and products.

As a CIO I would love to do business with such a company, wouldn’t you?

June 12, 2012  8:49 AM

The value of a CIO

Arun Gupta Arun Gupta Profile: Arun Gupta

I had an interesting discussion with an executive search professional who called to ascertain interest in a position with her client. Her company is known as one of the premier head hunters that work only on C-level placements and does a good job of that. Her client, a large diversified group, wanted a business IT professional for the position of a CIO, reporting to the Group Chairman. She believed that the position was exclusive and merited attention.

As the discussion progressed, she sought my view on current CIO compensation levels. I pointed her to research done not too long ago by an IT publishing house that provided the range in which CIOs were placed with slices for industry, experience and location. She expressed dismay on the median and the fact that most of the IT leaders titled CIO were underpaid in her opinion in comparison to other CXOs. Her data points were the placements her company had executed.

The CIO-compensations analysed

Ruminating over the discussion I saw a thread on one of the professional social sites on a similar subject. Is CIO compensation in line with other CXOs in the company? Does a company perceive similar value contribution by the CIO? Are there CIOs out there who earn more than their other CXOs? The answers validated the revelation the head hunter had a few days back. Most CIOs are ill positioned and not on par with their peers (my definition: 5% variance is on par); the exception group is miniscule.

What contributes to this situation? Is the gap due to the position being still seen as a service provider and not an equal to say the CMO or the CFO? Does the person in position influence the decision on the monetary value? The industry variance exists though the gap varies. I started scanning data from other countries and found that the story was similar. Exploring age or experience gap, the data revealed that this factor was not relevant.

What is the CIO’s worth to a company? S/he keeps the business humming 24X7 across locations with connectivity, business applications, mobile connectivity, information on demand anytime anywhere, business intelligence and analytics, sales force enablement, supply chain visibility, production planning, customer relationship and engagement management, ecommerce and m-commerce, scheduling and operations of flights, hotels, information security, business continuity, phew! Is all this of any value?

Ask anyone in a company the challenges and chaos or the disruptions when any of the above stops working. The impact varies by company and industry as the elasticity is defined by multiple factors. Antagonists will say all this can be outsourced; yes it can be, however someone has to first set it up before the operations can be given away. Even total outsourcing retains part of the IT team along with the leadership to strategically keep the technology in line with the changing market and needs.

You define your worth

I believe that the value of the CIO is defined by the CIO. The discussion, debate, and engagement of the IT team with stakeholders; articulation of change, success and the value creation with IT systems contributes to the perception of value. Contributions to business decisions add up; taking a position on issues not just limited to IT make a well-rounded business leader and earns respect at the table. How the IT team interacts and presents itself is a reflection of the CIOs leadership.

Will all this bring value commensurate to the effort and monetary reward comparable to others in the enterprise? The suggestions above are a small representation of CIO behaviours that contribute to his/her locus standing. Each person has to find their balance and align it to their reality; don’t try to change the world, change yourself for your own sake. I am saying this from personal experience.


June 5, 2012  7:26 AM

The role of the CEO

Arun Gupta Arun Gupta Profile: Arun Gupta

The relationship between the CIO and the CFO has been discussed with adversarial undercurrents as the general perception about the CFO portrays a beanie counter. This is analogous to the CIO remaining the EDP Manager, but the prototype has stayed stuck; in a similar vein where the belief continues that the CIO has not evolved and is still the Chief Technician who fixes Boardroom projectors and the Boss’s email.

Recent time, with the resurgence of social media, has seen the emergence of another debate about the CMO cornering a large proportion of the IT budget. This news which could be based on some data points in a survey in a small geography for a sub-segment of a domain, the conclusions depict the CMO usurping the CIO chair; a real stretch of imagination, but which has a group of CIOs vehemently opposing this purported trend. Some discussion groups even want the CIOs to confront their respective CMOs and assert their power over the IT budget.

The CEO factor examined

So when I had an opportunity to partake in a CEO get together, I was looking forward to clarifying a few assumptions and doubts. If you are wondering what this has got to do with the CFO and the CMO, well along with the CIO, they all typically report to the CEO who is expected to mediate in case there is a conflict within his team. The above presumed conflicts will sooner or later end up for arbitration or follow the general trend where the CIO backs off.

I love interacting with CEOs (including my own CEO); they are the better barometer of IT progress and use within their company than the CIO is. As the primary leader of the enterprise, s/he sets the behavioral norms and culture of the company. Their belief system percolates down the spine of the company influencing processes, process discipline, technology deployment and use, risk behavior and finally the cohesiveness of the Executive Committee that runs the company.

Since I knew most of their CIOs it was easy to create correlations: big manufacturing CEO used social media extensively, his CIO is well known for success; mid-pharma CEO who thought of IT as a cost center had high attrition in IT; a diversified group’s young digital native CEO had the CIO soaring high from success to success. You get the trend; the CEO is the lead indicator of how the job of the CIO is likely to be in a company and where s/he will stand in case of a conflict with other CXOs.

The reporting structure

If you benchmark companies with CIO reporting to CEO versus other CXOs, the comparison set clearly demonstrates the ones with the CEO fare better even when the CEO is not necessarily IT friendly. In the control group which ranges from 30-80% (CIOs reporting to CEO) depending on the geography and industry, the next differentiating factor is the CEOs appreciation, tolerance, averseness or indifference to IT. It is evident that the CIO directly or indirectly influences the success of the CIO.

Should the CIO be insecure about the span of control, budget, or technology disruptions? Most CIOs aren’t but the hype created by various factions would make you believe that the CIO is shivering with fear uncertainty and doubt (FUD factor) on his/her future. Reality being diametrically opposite, I believe that CIOs should stop reacting to rumors and instead start proactive communication on the contributions to different parts of the enterprise in making the CMO or the CFO successful. Let them be at the receiving end for a change!


May 29, 2012  12:01 AM

Meeting customers

Arun Gupta Arun Gupta Profile: Arun Gupta

A recent edit in an IT publication discussed the pitfalls of the CIO going out on the field meeting the end customers of the company’s products or services. It highlighted the fact that most CXOs wanted the CIO to stay away from the customers and not encroach on their territory. The CIO meeting customers was seen as disruptive and a threat to their relationship and the final moment of truth with the consumer. This observation was believed to be consistent across industries as well as size of the company.

A call to the Editor resulted in her portraying the reality she had witnessed on the discussion table that included some heavy weight CIOs. They were tentative in their approach to reaching out to customers; this was not viewed kindly with heavy brick-walling. A casual interaction was fine, but not continued engagement that may result in a different reality for the sales / marketing teams. Of course, there were a few outlier CIOs who did systemically meet the customers and shared insights with their teams.

My reassessment
My reality being different from the majority, I decided to chat up with some CXOs to determine if reality was indeed that grim. I picked a few high-touch industries like retail, banking and airlines, and added some low touch ones like pharmaceuticals and FMCG where the end consumer is largely faceless. Then I started searching through the good old visiting card rolodex, my connections on social media and professional networking sites; finally adding some with help from industry bodies.

I had some apprehension if I will get candid responses, so I decided to use the research envelope which does normally get open answers; you know researchers are perceived as non-threatening since in a statistical model, there is no identity. The modus operandi worked well and my research was successful in capturing reality with high fidelity. The correlation to industry or size of company was not decisive, the general trend was however quite evident.

Marketing and Sales have over the last few years faced uncertainty due to the global economic uncertainty and the impact it has had on consumer sentiment. Corporate as well as individual spending has seen a general holding back. Do we really need to spend? Do I really need the latest gadget? Such decision points have resulted in pressure that has everyone looking inward more than outward. Natural reaction has been to hold on to the fragile relationships. What if the discussion turned away the customer? What do you know about customers anyway?

Mr CIO, you have no business to …!
One of them quite paranoid went on to state that IT has no business prying into relationships; he had advised his team to keep everyone at bay like the pirates; auditors, information security, anyone who asked for data was turned away. Even the BI reporting was curtailed lest it be used by someone to create different conclusions. The company in question was struggling for growth though doing better than some of their competitors. In the high growth era, they were the leaders, now that appeared to be chapters in a history textbook.

Can the CIO change this behavior? Being an optimist, I would say, probably yes! Is it worth the effort? Many would say, certainly not! And I tend to agree with the collective wisdom though with a caveat. I believe that CIOs are always at the short end of disruption; so they should not back off in the face of this push back but continue the dialogue while getting others behind the cause. Different perspectives have always created new opportunities. After all, you cannot expect different results if you continued doing the same thing over and over again. I have lived by this maxim and I am still alive.


May 22, 2012  12:01 AM

One Stop Shop?

Arun Gupta Arun Gupta Profile: Arun Gupta

The IT industry has many types of vendors; some focusing on niche solutions, some specializing in specific technologies or domains, some who offer a menu of products / services ranging from infrastructure to applications, and then there are large diversified companies who do everything from consulting to implementation of technology solutions or packages backed by support services in a local, offshore or multi-location model. The big guys manage all kinds of requirements and bring to the discussion table a comprehensive long-term engagement model.

Different vendors set different expectations on what they can deliver; the niche providers do not promise a breadth of services, they stay focused on their expertise. The big ones claim to have expertise across the legacy to contemporary and cutting edge; they have industry practices and business consultants who profess incremental to transformational change capabilities. You name it we can do it; even if you cannot put a name to it, we will find a way to do it!

Complexities in governance

The large one-stop-shop engagements typically begin with setting of scope and expectations on delivery, timelines, and quality of service, rewards, penalties, force majeure, arbitration, cost, escalations and a lot more. The larger the scope, or the longer the time period of the contract, the governance becomes complex. We know that Total or Strategic outsourcing can cover everything; in recent times though the number of such deals has been dwindling.

So it was an interesting debate when a few CEOs on a panel berated the one-stop-shop companies giving it a new twist. Consider you wanting to reach a far-far away destination and the only option is to go by bus. Every bus gets you there, some are slower than others, some offer many comforts through the journey; the cheaper ones just get you there. Depending on what you can afford, there are many options to choose from. Caveat is once you have bought a ticket, a change is difficult and painful.

When someone advertises ‘one-stop-shop’, the conventional understanding is that I get from where I am to the final destination with no stops with the advertised and agreed comfort. Reality as we know is not always as advertised. A CEO remarked on his journey with one of the global biggies; he signed up for a long journey wanting to focus on his business. Very quickly he was on the discussion table with the bus driver, conductor and the entire fleet management company.

Why is my journey so excruciatingly slow? Why is the transformation promised not happening? When will I see any impact to my employees, stakeholders, customers, or for that matter any efficiency to business operations? Whatever happened to the pre-sales promises made by the various function heads of your company on various domains and technologies? Pat came the answer, “we are a one-stop-shop company; we go one stop at a time. This is what we promised; we did have a driver change and a breakdown; that is part of the contract. We meet defined service levels.”

Devil lies in the detail

Both are right in their frame of reference; so where is the problem? I believe that any such engagement should have common definition of reference points with clear understanding of step-by-step process, impact and governance. Otherwise the semantics of the one-stop-shop can be painful for everyone involved, the deliverer and the recipient. The bus is still moving but not in the way that makes the journey a pleasure. CIOs will be at the receiving end if there are such gaps.


May 15, 2012  12:01 AM

IT, BT, STT, whatever

Arun Gupta Arun Gupta Profile: Arun Gupta

Almost a decade back I remember a company that after spending a large amount of money with consultants going through the whole nine yards and then some more recommended rechristening the IT department as Business Technology. It was a move driven out of the aspiration to stay ahead of the crowd and differentiate. The BT group was different from Corporate IT and a few other IT groups within the enterprise; they were the elite. This was in the era when IT was just beginning to gain acceptance.

This large and diversified company was written about; the bold move spawned research papers and everyone acknowledged that the future belonged to Business Technology. Slowly over a period of time the internal customers of this group started asking the question, old wine in a new bottle still tastes the same; where is the change in attitude, delivery, partnership, innovation, all the good stuff that was promised and expected. Whatever happened to the Vision and Mission? Interestingly the leader retained the title of CIO and not CBTO. Maybe she did not want to tell a story.

Twist in the tale
Then I met another IT leader of a successful company who gave me a twist in the story. He had named his function STT. With me lost trying to decipher the TLA (three-letter acronym), he proudly unveiled the mystery with the logic: we create solutions; they are a lot more than hardware, software and networks. However whatever we do has a common underlying Technology framework. Solutions are holistic and do not constrain the thinking process. So our team is aptly known as Solutions & Technology Team. Ahem! Many years later the poor chap is lost in wilderness; he stressed more on the middle T than the first S.

In recent times there have been many discussions and debates on the changing role of the IT leader; some of them concluded with recommendations that the title CIO is no longer relevant and the role as it stands today will no longer exist in the next XX years (fill in whatever number you like). So, the name should be changed to reflect the new reality. Suggestions cover the entire alphabet soup with rationale based on not the CIO but the proposer’s frame of reference.

What’s in a name?
Does it matter what the function is called? Do semantics make a difference? Will the reality be different for the involved stakeholders depending on the nomenclature? How much does the name contribute to reality and success? Can an IT department transform itself with a new name? Is a change required with every changing technology trend and business evolution (would you like to be called Chief Cloud Officer)? I am not proposing going back to the historical EDP, but IT today represents to a large extent the sum of the parts that make us.

Success is a result of great attitude and not the other way around; I believe that individuals and leaders portray themselves based on past track record and the engagement that they are able to create. The IT team collectively mimics the behavior of the leader. This paradigm is true for all functions and no different for IT. CIOs should stop getting distracted by these irrational and irrelevant thoughts and focus on what matters to them, their teams, their customers (internal), and their customer’s customers (external). After all the best measure of success is success itself.


May 8, 2012  12:01 AM

Legally illegal

Arun Gupta Arun Gupta Profile: Arun Gupta

Last year was a very difficult year for most software companies with slowdown in new license sales that brought in a negative trend in new business revenue. This happened very quickly after the globally experienced slowdown a few years back compounding the issue. This had all software vendors almost like acting in unison deciding to engage their existing customers in license audits. If you cannot get new revenues, let’s squeeze some juice out of existing lemons.

So these engagements began to look all over the place; the data centers, servers hidden under tables, desktops converted to servers for a simple test or proof of concept, users created though inactive, resigned employees not deactivated, it did not matter what the event was, if there was a user identity or a database, or an instance of the application, it needed to be licensed. Office automation and other fringe app vendors joined the fray and added to the already harried CIOs’ blood pressure.

No debate that license compliance is non-negotiable; licenses for software or product or package used for the enterprise that in any way impacts a business process. Most vendors allow disaster recovery to be set up at nominal or no extra investment as long as it is not used conjointly with the production environment. That looks like a good principle though some complicate matters based on number of days used even when the primary was down and not operational.

The ways of the vendors

Some also allow test and development instances to be set up; interestingly, most do have a licencing policy that charges the customer, however, most sales teams shy away from highlighting this fact during the pre-sales discussions or even when the purchase order is received. Instead, they give the CIO a fine printed legal document to sign without pointing out to the salient points that the customer needs to be aware of. I don’t know of CIOs who read those wonderful documents; it’s like pressing “I accept” when we enrol to a new website or app.

So far still so good as each instance expects the customer to get into an engagement with eyes and ears open; the principle being we gave you the full documents, you read and sign or you don’t read and sign, that is a choice. The discussion gets interesting when new or additional licenses are required even if a line of code is changed or added to any screen, form or report or an add-on deployed. This now attracts additional investment, sometimes a lot more than bargained for. Now that is hitting below the belt!

Killing with the fine print

If I may add, the same vendors participate during the pre-sales gap analysis and bid and quote for customizations through their consulting arms vying for implementation business. But no mention that if the customer did end up customizing, then … This aspect of licencing is rarely discussed if at all and mostly comes up during license audits leaving the CIO gasping for life. The management demands that the CIO know all this as it is his/ her job to know and manage the vendor.

Page number XX, clause YY, sub-clause ZZ in the sales agreement is cited as the reference for the new demand. Read it and if you can figure it out differently let us know; else here is the bill of material and the timeline in which you need to buy. Consequences you know are not something you want to talk about. Sheepish acceptance and wows to be more careful and read all the fine print is normal behavior; the management takes a not-so-kind view but goes ahead with the devil’s choice.

A global issue?

Why does this charade repeat itself globally with many vendors, some more than others? It does not matter which industry, which country or geography, size of the customer (in fact the bigger the better as they are averse to the publicity it draws), this is becoming one of the relationship breakers between the impacted CIO and the vendor. Stories of these are rarely published by publicity shy individuals and enterprises. Is there a way out?

I believe there isn’t an easy way out; negotiating from a compromised position does not get any great deals; neither does it do wonders to CIOs’ careers. Whether they like it or not, CIOs have to get more diligent in their approach to legalese and contracting. As the markets saturate and mature, read changes to changing end user contracts and / or licensing terms. You never know what impact it has on your company.


May 1, 2012  12:01 AM

Being busy

Arun Gupta Arun Gupta Profile: Arun Gupta

I was recently reading a survey on how CIOs divide their time between activities; internal customers, external customers, vendors, management and business meetings, staff review meetings, fighting fires, responding to emails, learning new technologies, and attending a host of IT events. CIOs are a busy lot, they have to balance all this with some time also to be allotted to their families.

So I started talking to a few CIO friends to understand what keeps them busy through the day. It was an interesting revelation; the CIO keeps business running as usual, the networks, the servers in the data center, distributed architecture in many cases, information security, and plethora of applications that keep the business alive, new projects that business wants and some that the CIO feels are necessary even when business does not care. There are, of course, the urgent yet sparsely defined requirements for changes, the IT team and finally the IT vendors.

IT trends

I am not even getting into new trends that promise disruption to the existing landscape; the flavor changes frequently. Not in any particular order they have been the Internet, Business Intelligence and Data Warehousing, Mobile Computing, Thin Clients, Work anywhere, Cloud Computing, Social Media, Big Data, Virtualization, Advanced Persistent Threats, Mobile Commerce, ad infinitum. Educating and managing expectations across all the hype along with running IT operations; all in a day’s work!

So one of the pet peeves that I heard is that there is no time for any discretionary work, little time to sit back and think about the strategic direction IT should be taking, no time to engage with other CXOs and end customers to work on the innovation agenda, no time to mentor/ coach the team which looks up to the CIO for direction, no time to educate self on what could be the next disruption to their business. No time for the stuff that they enjoy.

Are CIOs any different from other CXOs who also have to balance variety of similar but dissimilar tasks? Every leader within the enterprise has to stay abreast with the industry, the economy and how it impacts the company’s market position; what interventions will make a difference. At the same time they are expected to manage internal and external perceptions while leading and managing the team to create success. Successful CIOs I know do this every day.

Time management

A very large conglomerate’s CEO abhors the lack of time cited by every busy executive; his group of companies are well respected for their market leadership and value creation. Almost everyone in his companies leaves the workplace before the sun sets. His mantra? If you cannot complete your work within the stipulated time, then either you are incapable, inefficient, or your manager/ boss does not know how to allot and divide work within the team.

In many companies, busyness is also a well fueled perception; culturally these companies encourage activity and spending time beyond working hours. It then becomes a race to be seen late evenings and even nights to say I was busy; don’t leave before the boss is a way of life. Perpetual state of motion does not guarantee outcomes. Don’t tell me how hard you work; tell me how much you get done. I have lived by this maxim and it has worked for me.

I believe that every leader including the CIO needs to empower, delegate and let go of tasks and focus on outcomes. In the end what matters are results! Manage time and don’t live by the clock. Prioritize the important and the urgent based on the impact. Your becoming indispensable to the company is bad for you and the company. It will stunt your growth opportunities and also give you no time.


April 24, 2012  12:01 AM

Business ready to invest

Arun Gupta Arun Gupta Profile: Arun Gupta

I liked the rhyme in the words as I read the headline; it is poetic in a way and in contrast many research companies that are telling us, the CIOs, that one of your top five priorities is to save cost. I still cannot figure out who collates the results and what kind of solutions they use to determine the results, there has always been an outlier that no one agrees with; this includes many who participated in the survey. So when I saw the news about business wanting to spend on IT, it was like an oasis and the heart wished it was real and not a mirage. After all, many businesses I know have been investing extensively.

Over the years we have been hearing the maxim, “Do more with less”, almost to the extent that it has become “the normal”. I cannot remember a year when the CEO and/or CFO did not repeat the phrase chiding the proposed budget for being irresponsible. The banter is part of the negotiation between the CIO and the custodians of profitability. The underlying assumption was and now in some cases still is that CIOs are far removed from reality and they leave stuff like profitability and ratios to other CXOs.

Digging deeper

Reading through the lines it was evident that the data points that went into the writers’ hypothesis were of strong foundation. She had industry slices and geographical splits with numbers that were plausible. Interviews with stakeholders validated her statistical inferences citing willingness to invest in IT solutions that provide market advantage or capability needed for growth or to stay where they were. Melodious music to ears with slowly creeping nagging cynicism; if it is too good to be true, then probably …

So I dug deeper, followed the links, unearthing the evidence that has continued to elude respectable research companies professing the contrary, save or die. Having got conditioned to a message, it was hard to believe that there someone has been brave to talk about reality the way it is. The sample size more than adequate to withstand scrutiny, the data irrefutable; some may wonder if she connected with CIOs and CEOs from another planet?

The conclusion was associated with a reasonable set, there were many who still lived in the old world of cost. Progression of CEOs showed IT investment trend line going north. The winners subset depicted converging thoughts between CEO, CFO and CIO, the bulging middle some alignment, and the laggards a big divide. The number of believers in IT is growing and they are happy to talk about their success. The author had decided to focus on good news with a positive bias that was growing than the statistically larger group which is shrinking, albeit slowly. Hallelujah!

The X-Men

We all live under the same sky but have different horizons. Over the last decade and more across industries surviving a roller-coaster economy, many CIOs have been able to create a perceptible shift in thinking wherever they go. These are the business savvy, technology aware, articulate and confident set of CIOs who bring success like the Midas touch (if you prefer a more contemporary analogy, I would compare them to X-Men). The tribe of these outliers is increasing; shortly they will be the majority and it is evident they will shape the future.

Are you a part of this assertive movement? Come join the joyride!


April 17, 2012  6:04 AM

Risk is a four-letter word

Arun Gupta Arun Gupta Profile: Arun Gupta

It was a conference of supply chain heads who had gathered to discuss and debate their collective future. The themes revolved around agility, efficiency, constraints and opportunities; all in a day’s work for a CSCO or a Chief Supply Chain Officer. I was invited to talk about IT lead supply chain innovation and why CSCOs need to partner with their CIO to be successful. It was a good feeling that other functions are looking at IT and their CIO to help them win.
The conference agenda was similar to what CIOs typically see in an IT event; a few vendor sponsors who want to sell their wares, in this case warehouse automation solutions; select IT vendors pitched in to discuss Warehouse Management and Transport Management Systems. Then there were a couple of luminaries from the supply chain world who were looked upon as beacons of success to share their winning formula. And finally a few odd men like me not from the domain to talk about collaboration and synergistic success.
The half-day ended quickly enough, which happens when you are having fun, with the evening transitioning into an informal gathering of the speakers and the participants. CSCOs are a smart lot who know what they are doing and how to get there. They also acknowledge internal and external dependencies that aid or curb their success. IT is one of the key tenets to their capability to execute; thus there were a lot of questions to probe how CIOs perceive the partnership.

A mixed bag
We all know that most CIOs are always willing to partner with other CXOs to create change; when there is equal or more commitment from the other side, it is a recipe for a winning team and results that matter. As the discussion unfolded, I heard some good stories and some filled with angst and agony. A mixed bag if there was one with fingers pointing in all directions. So I started digging deeper.
A CSCO began narrating his journey towards creating improvements in warehouse processes with some IT enabled automation; the journey took twice as long as promised and thrice as long as expected. He also talked about his struggle in getting his CIO to agree to evaluate a warehouse management system. The CIO kept throwing back questions and never took the steps forward to understand the challenges on the ground. He had almost given up his quest to use IT for competitive differentiation and then budget not being a constraint started creating shadow IT organization to fulfill his need.
Another one talked about his CIO being the best partner creating quick and dirty solutions to solve every business challenge despite budget constraints; he praised the IT team’s pragmatism and alliance with the supply chain team and warehouse managers to improve inventory turns and reduce labor required. Analyzing the situation with some additional questions, it was evident that the two CIOs approached the opportunity differently.

Risky safety
Apart from everything else that includes alignment, business understanding, etc. that everyone talks about as qualities that a CIO should imbibe, the risk-taking ability of the CIO has direct correlation to how often s/he is able to create a ‘WOW!’ moment. Everything safe equals no risk; and no risk also means that innovation takes a backseat. As long as the CIO plays safe, s/he is bound to slip on everyone’s perception. Business will find a way to overcome; the CIO can decide to be a part of it or will sooner or later find him/herself relegated to the background.
I believe that CIOs should give up inertia and work on their risk ability to stay successful. I close with a collectible quote from Keith Johnstone: Those who say ‘yes’ are rewarded by the adventures they have. Those who say ‘no’ are rewarded by the safety they attain.


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