It was a gathering of 80 odd international CIOs from the customers of a mid-sized IT company. The keynote speaker’s industry experience was larger than the age of almost all the participants. This giant towered over the CIOs reflecting on his vast experience and how he witnessed the role of the CIO changing with time, accelerating in the last decade. I was enjoying the learning interspersed with anecdotes. One question had everyone nodding and agreeing except a lone figure who disagreed. The question was, “Do you sleep well or are running from one fire to another 24 x 7?”
He did not pass judgment on the crowd magnanimously except as one being busy with no respite. He sympathized with the majority seeking the causes of their misery. The murmur rose to a buzz citing various operational reasons including data inconsistencies, network outages, backup failures, and many more that kept them from the forty winks mandated by the Doctor. The crescendo unanimously in one voice cried the expectation to respond to the next message on their hand-held.
The grand old man trundled down the aisles whispering to some, nodding at others, patting a few, creating a wonderful sense of unity cutting across ages, cultures, geographies, and industries. It was like a universal global malady to which research has failed to find a cure. The binding complete, he turned around to the solitaire CIO, quavering finger pointing at his bewildered face and thundered, “Young man, what do you do differently that puts you above all?”
“I pass it on to others, I delegate!” Nothing dramatic, no magic formula, simple plain old fashioned delegation; the CIO went on to explain how he helps his team run with operations as well as projects. He empowered his team to take decisions, reporting back frequently on progress made, plans for the next fortnight, challenges faced and overcome, escalations that needed attention. He engaged the team in regular meetings to discuss this and new opportunities. The audience resonated, “All this sounds like what all of us do every day!”
The difference is in giving up the control rather than holding on to the umbilical cord. Effective delegation requires the responsibility and accountability to be with the team; they have the freedom to take decisions, make mistakes (hopefully not too many) with the coaching and mentoring of the leader. If they have to seek permission for every step or decision from the CIO, that is not delegation.
Autonomy comes at a price, but also offers reward of time to the leader. S/he can focus on what matters long-term while the tactical is managed by the team. A word of caution though, delegation is not abdication of responsibility, because when things go wrong and there is an adverse impact to the business, the CIO is finally accountable for the actions of the team and the outcomes.
The question to you is “Would you like to join the lone figure in the crowd?”
A few weeks back I had written about my tryst with a CIO struggling to create a resume that would evince interest from headhunters, executive placement, or companies looking for one. After an unsuccessful struggle attempting to advise her to illustrate the business benefits of her interventions, I finally invited her over to collaboratively create a document that may interest someone looking for a CIO.
Together reading through the resume, I noticed she was passionate about her achievements and the impact they created, but had no words in her vocabulary to transform the bullets into business impact. So I decided to indulge in some role play and asked her to be the CEO of a company who wants to hire a CIO and read the document again. Every few minutes I stopped her to observe if it meant anything to the CEO. Her Oh I See moment stretched through until the second reading!
Take an example “16 years of experience in deployment of technology projects“, changing to “16 years of aligning business and IT consistently delivering to promise” or for that matter “Implemented FICO, SD, PP, MM, HR modules ….” which was replaced by “Optimized processes and improved business efficiency by up to 30% …., driven by SAP implementation”. The entire document underwent clinical surgery over two hours with the promise of post operative care to reduce the overall size to fewer than four pages, shedding almost 40% irrelevant content.
Everyone has a story to tell, but the story needs to catch the attention of the reader in the first 200 words or so. The risk of a boring or unintelligible document is real when the supply is higher than the demand. A large volume is less likely to be read compared to a concise one. Cater to the targeted audience and not a generic one. Research the target organization and change accordingly is a great way to at least make it to the shortlist. Talk to common friends or vendors if you are able to.
So is there an ideal format for a CIO resume, structure, content, layout? The answer is no, everyone is unique and has a different story to tell with their background, industries worked for, technologies deployed, and contributions made. Make sure that your headlines attract attention; the text that follows has conviction in what it portrays.
Finally, I think that what really matters is how you have contributed to the enterprise growth or savings, impacted customers (internal or external), what kind of influence you have within the industry you work for, the teams you have managed, the geographies and cultures that you understand, and contributions towards success of your peers. Isn’t this what a CIO or for that matter any CXO anyway expected to do?
Read CIO Resume: Part I
A few weeks back, I met a CIO who was feeling elated post his annual appraisal with the local and global bosses. He had reason enough to be proud for the ratings received—expansion of role and monetary benefit (of course). I also had to deal with a CIO who took a long time raving about the injustice meted to him by the organization which does not seem to get IT. Two extremes, and I’m sure that there are many experiences that fall in between.
Every year with certainty like the taxes, every individual dreads, anticipates, is indifferent, or resigns to the annual appraisal. The emotion varies depending on multiple factors, including but not limited, by past experience, organization culture, boss relationship, team, industry, and in many cases individual performance. Appraisals have always been debated on fairness, appraiser bias (positive or negative), as well as the bell curves to which they are expected to fit.
How does the CIO get appraised? What can he do to ensure that the dialogue is fair, the feedback constructive, and reward/recognition aligned to defined metrics and the overall performance of the IT team? Should these aspects be engineered (read as politically managed) to ensure a favorable outcome? Is it that we always expect more than what is due to us?
Any process or relationship between a subordinate and his reporting manager that leaves the discussion to its anniversary is fraught with danger. The discussion will rarely be able to consider contributions through the period, since last few interactions or outcomes will assume top of mind recall. Thus the benefit of the good work done through the year may be tainted by a recent minor incident. We all fall into this trap as appraisers too, and to that extent it is unrealistic to expect a completely unbiased interaction.
Appraisal is a continuous process with reviews, discussions (formal or informal), communication by the appraisee (MS Word does not like this word) and feedback by the appraiser. The formal culmination of this is the period based appraisal—typically bi-annual or annual, occasionally quarterly. One of the key tenets here is communication by the appraisee. Periodic updates and visibility of wins is critical towards building a reputation and mindshare. The CEO has to balance between all the functions similar to the way the CIO manages across differing expertise and IT domains.
Across functions, levels and CXOs, the best stories are always around measurable impact to the business, which can be communicated in unambiguous terms. This is non-debatable, and thereby provides a fact based discussion with the boss—even when he may be IT unfriendly or agnostic. The bell curve will take care of itself—you have that one meeting (similar to your job interview) to convince the appraiser, why you should continue to be where you are, or move up the ladder.
Maybe there is some merit in what Pythagoras said 2500 years back. “Rest satisfied with doing well, and leave others to talk of you as they please”
Across two events over the last few weeks, I came across many CEOs and thought leaders who debated, discussed, and opined on the future state of the economy and what the industry can look forward to. There exists a general sense of optimism and expectation of a brighter tomorrow. A few mentions of the struggles that still remain in pockets, not to forget the lessons learnt in the last couple of years. But the highlight was the speech delivered by a third generation young family owned business entrepreneur.
He was speaking for the first time in public and that too in an event held outside his home country. After a hesitant start he warmed up to the subject which was the journey of the family business as the reigns are eased onto the new generation with the grandfather keeping a dictatorial but benevolent eye on the day to day affairs. Every generation starts from the bottom of the pyramid working their way up until the patriarch decides it’s time to move to the next level. As the story unfolded, the audience listened in rapt attention wondering how each generation has built upon the foundations laid six decades back with humble beginnings, now run by a large joint family of over 150 managing the enterprise successfully.
I could draw parallel to some incidents of the protagonist with our experiences with corporate behavior, complexity of the markets and the organization culture, as it shifted with each new leader entering the business. Swayed by the economic turmoil and political uncertainties, the company was buffeted in the waves up and down as if it had no direction of its own. Reflecting on my own experiences and the various case studies that came my way, life unfolded as if in slow motion reminding the lessons it left behind. The one tenet that was evident through the session was perseverant leadership that kept the family going through rough and smooth. Tough decisions taken resulted in many positive outcomes and a few that made the situation worse. What has all this got to do with the CIO?
To me the CIO leader faces such decision points a lot more frequently irrespective of whether s/he works in one industry/ company or across different ones, big or small, and agnostic of geography and lineage. The CEO is personified in the patriarch, occasionally benevolent when s/he is IT friendly, else indifferent or sometimes hostile. The CXOs pull in different directions like the family members with different priorities. Competition and the overall economy impact everyone and are thus similar in their effect.
Many IT leaders are rightly felicitated for success and contributions to the company; influencing industry trends with early adoption or innovative use of solutions. They take decisions which could potentially wreck a business function or create a setback in the short-term. Risk ability is a critical part of every leader’s armor and CIOs are expected to fail less often as compared to other business leaders.
CIOs who are able to manage across the journey are classified as successful and turnaround specialists while few suffer ignominy of the technology world. Leadership is after all a mindset and not a position. Like the grandfather, many CIOs are now well positioned to mentor fresh talent to take the mantle. But will they? That’s a story for another time.
I was reading an article on CIO resume for 2011 with some interest and a bit of cynicism when an email popped into my inbox asking for help. The sender was looking for opportunities as a CIO wanting to expand her role moving from an SME organization to a larger one. Her decade and half of experience across various companies had served her well and she felt that with the economic growth, there would be openings where she could try her skills and luck. Now whether this was providence or coincidence, I don’t know, but I started reviewing the lady’s resume against the principles in the article on my screen.
Everyone, well almost everyone has debated ad infinitum the changing role and expectations from a CIO. We all agree that in the current context, the CIO is a business technology leader driving business and efficiencies with help from technology. Contributions to top line as well as bottom line are now a rule rather than an exception. Any self-respecting CIO would vehemently defend his/ her position and seat at the management table; the discussions are no longer about what is the value, but how much.
So I was surprised to see the mail from this friend who was struggling to find an opening as a CIO. She was technically competent, had delivered most projects for her various companies, and had worked hard through the ranks and risen to head IT for a small business. All the ingredients existed that are required for movement to the next level. I reflected on the discussions with her during a few past meetings and could not find anything that would disqualify the person. So what was missing?
Opening the attachment that was the resume, I started reading. As I read through the first few lines, it was evident that she had achieved success in most of her endeavors―be it setting up MPLS enterprise networks, implementing ERP, greening data centers, virtualization, and a host of technologies. Through the years across companies, she stayed with contemporary technologies and collected a bunch of certifications like PMP, ITIL, CCNE, and MSCE to name a few. Some projects brought fame in IT publications and they were reflected prominently in the document. Is something missing?
Then I put my business hat on and restarted reading. Looked impressive; but where is the value to the enterprise, colleagues, peers, and in general, the connect to benefit that was accrued to the company? The resume lacked mention of initiative, change management, teamwork, metrics or values around the impact of the projects. As a leader, how did she work the internal and external teams towards delivering what mattered! Suddenly I felt that the person had remained enveloped in the world of technology rarely visiting the outside world of business. Her portrayal did not reflect a CIO, but a tech professional.
So I communicated my appraisal of the document advising change to ‘sell’ business alignment and what matters to business; technology is the foundation and can also be outsourced, but domain skills are valuable. Months later, another document landed in my inbox with changes; I tore my hair wondering where I missed in my communication. Maybe she struggled to find the value statement; maybe she does not know how to articulate. Many thoughts wandered through my mind.
After another chance meeting with her, I recommended that she come over for a discussion to my office and hopefully we can together unearth the value and pin it down. It’s a meeting I am awaiting as anxiously as I hope she is.
Read CIO Resume: Part II
Any festive season brings with it a sense of joy, bonhomie and general feel good factor. After all, there is a planned celebration, friends getting together, family reunions, and if nothing else, some quality time with the family. We all look forward to such occasions to come. Different reasons across the world make for such gatherings, be it festivals, commemorations, faith; however, the world unites together to bring in the New Year.
Now, imagine this scenario:
New Years’ eve, and the day begins with an outage notice from the network team citing a company-wide network outage for causes unknown. The team gets down to figuring out the cause and fix, but the problem appears to be more than just a router failure. It is evident within a few hours that it’s going to be a really long day—maybe a night too—before the situation comes back to normal. So what do you do? It is evident that vendor support will be limited, and global support skeletal.
In a not too dissimilar scenario on a Saturday morning, I have seen the Operational CIO get off a meeting—not to return. On another occasion, a balanced CIO keeps tabs periodically, and on the other extreme a “strategic” CIO continues with his life as usual, knowing that the team will finally resolve the situation.
Murphy strikes when everything appears to be nice and bright with the world at large. He has a way of unsettling the best of plans of good men. These are the times for which all the plans are created, the maintenance contracts signed, and the service levels (SLA) monitored. The machinery has to crank itself up on such moments to deliver. Everyone in the team has to know what they are expected to do, including communication within the enterprise, of the situation and plan remedial action. Beyond the explicit, on such occasions, relationships work their magic. Teams with passion, understanding of the impact and ownership will always rise to any occasion.
So in such an eventuality, what is the role of the CIO? It does not matter whether the CIO is operational, strategic or balanced. Should the CIO continue with preplanned celebrations while the team toils the midnight oil? Or lend a moral shoulder to lean upon? Just get out of the way lest he becomes a pain for the team trying to solve the problem? It is important for the CIO to understand the value he will bring to the situation and decide what works best. But one of the key actions required is to communicate the impact if any to business, what are the measures being taken to minimize the adverse impact, and keep information flowing periodically to keep shortening tempers at bay.
Post incident resolution, acknowledgement of the effort along with words of merit and appreciation are definitely worth engaging in. The message it sends will ensure that when Murphy strikes again, the team will be up to the task.
IT procurement has always been an activity that provides the CIO and IT staff with substantial power —that of a customer who defines the requirement, negotiates, and sweats the poor sales person through each interaction. There are horror stories of negotiations beginning post midnight, as well as of joyous ones with a handshake happening across the table in less than an hour. In a few cases, this negotiation is the role of a specialist IT buyer or purchase department.
The recent past has seen a lot of rigor in this process, with expectations of better deals and discounts driven by tightening budgets. In many cases, Finance teams were thrust upon the CIO to validate or take over the negotiation. The underlying assumption is that Finance has better negotiation skills, and they will fiscally protect the enterprise’s interests. It is another matter that these individuals (with best of interest) had little knowledge of the overall value propositions on the IT solutions. Another angle discussed is of governance, elimination of temptation driven by large value transactions, and keeping everything above board.
In the early days of my career, one of the executives charged irregularities in IT purchases. I welcomed the conducted audit, which validated the IT departments’ innocence and above board dealings. This set into motion a change in process with the induction of another coworker from Finance during the buying process. While she was in the initial stages an observer more than a contributor, over a period of time, she was able to start adding value. The cast aspersions were no longer a talking point, but collaboration was considering the perceived transparency that it brought to the process.
There have been not so pleasant experiences too for some CIOs facing “interference” from other functions, as they do not understand (nor make an effort to). Thus the strained relationships between IT, vendors, and largely the finance/purchase team leads to a lose-lose proposition for the enterprise—with delays, inefficient negotiations, and missing line items in the overall project charter or Bill of Material. Everyone finds this an ordeal, but is unable to change the outcome, as the value propositions are not understood.
If your organization is functioning well without involvement from other functions in IT procurement, periodically review the perception of how you are seen doing that same. It would help you address issues before they become a talking point. On the other hand, if your organization does require purchase decisions to involve a larger group, get them into the discussion from day 1. Else you may face frustrating moments in the future. Their involvement and participation will be a function of whether they are measured on this. Make sure that KRAs are aligned; else they have no reason to devote time beyond what makes them win and look good.
I also had the privilege in a company to have senior finance personnel sit through tech vendor presentations nodding knowledgeably for a while. Then they would start making excuses not to participate, or get off the meeting as some important call took them away.
Every now and then, there’s a flurry of activity, questions and debate around real time information—on inventory, sales, production, process approvals, financial metrics, and so on. The passionate appeals by vendors makes one wonder whether the business is really inefficient or missing out on a large opportunity by not disseminating information to the managers and CXOs in real time. Add to this the new dimension of “complex event processing”, and the picture depicts a Jurassic era of information enablement.
Real time information availability has been business’ aspiration for a long time. IT enablement of the processes and operations in an enterprise expedited availability, but batch processing still did not provide the information as the event happened. As the data mining tools matured and models appeared for predictive modeling, gaps of the present became very evident. SOA Integration and middle layer technology solutions reduced the time gap. Mobile computing removed the physical presence limitation, as trickles of information could be provided on the handheld.
Now cast an eye across industries and various processes that are fed with, or create information. We will observe that today information flows with every step, decision, and event—irrespective of the sector, size or geography, the paradigm is uniform. People create information, people consume information, and people transform information. Managers, supervisors, CXOs, and even customers, seek control with real time information availability. Is it necessary to provide real time information to all the stakeholders? How does it change their behavior, decision or end outcome, if at all?
Take the case of retail. For a customer shopping in a store, price information on nearby stores in real-time is valuable, as it helps her get the best price for a product. To the retailer, a product sold is information, as it indicates that a customer has chosen a product from the shelf, and the stock count is down by one. Based on the supply chain’s agility, the retailer can use this information to plan for replenishment. The information can also be shared with a supplier who may use this snippet for planning next delivery and the impact on production schedule.
All this looks good in a one-one relationship, but when you multiply the dimensions, the complexity renders the simplistic scenario unviable as the optimization across the value chain has multiple constraints that operate on each decision point. Even when the collation and decision points can be automated, “complex events” have a way of making decision making a really difficult task requiring human intervention. In the above scenario, if the retailer received hourly information, will it materially impact the quality of decisions or process triggers (like a replenishment)?
The ground reality is that real time information does matter to an enterprise, but the rule cannot be applied for every byte of information. For a nuclear reactor, there is no other way. In case of a manufacturing plant, PLC data is, inventory data is not. Similarly for a financial institution, risk positions can build up quickly unless near real time monitoring exists, but a trial balance can wait for end of day. The application of technology for real time information is a good tool to be judiciously applied, and not get carried away by the use cases presented by the seller of the technology. If you are not doing it, get started, but ask the question at every stage. What changes with real time information?
The recent past has seen many discussions, debates, as well as advice from anyone and everyone who has an opinion and finally some pieces of alignment between the CIO and the CFO. All of them make interesting reading, depending on whether you are the CIO or the CFO. Last week, my CFO and I were approached by a media house to do a story on our relationship and the CFO called to ask — Is this a story?
Almost every CIO (and I will not debate the merits or lack of) passionately believes that he should be reporting to the CEO or the Board. This is a demonstration of IT’s strategic intent, as the CEO has direct overview of the direction taken by IT and the influence it has on the business. Reporting to the CFO is fraught with pitfalls, as the primary discussion is around cost. While I largely agree with this hypothesis, a lot of equations changed during the downturn, as the CFO grew in his span of influence.
IT was at the receiving end to some extent, with squeezed budgets, investments becoming difficult and overall sentiment prevailing around cost containment. Organizations with good governance processes as well as CIOs who were aligned to the enterprise realities adapted quickly, and worked with the CEO and CFO to create models that worked for everyone. Innovation slowed in some cases, but did not come to a halt. On the other hand, some CIOs had difficulty in adjusting to the new reality as the CFO dominated the decision making process.
Gigabytes of information were created around this new paradigm; CIOs hating it and CFOs wondering about what’s wrong with IT. The strain in an otherwise cordial coexistence or tolerance became a sore point for the CIO who could only vent his frustration at the inability to break the deadlock — unwilling to recognize that change begins from self. In the last 18-24 months, I had many interesting discussions with CIOs who struggled to get on with the IT agenda. Not that this was universal; many adapted to the new reality. In the new normal, the baseline has shifted and the new paradigm is a way of life. The CFO is an integral part of the decision making process, and signs off at least large value investments or costs.
Coming back to the interview between my CFO, myself and this senior correspondent, the discussion was around the relationship, alignment, issues and challenges. The bantering between us left the reporter surprised, until it was clarified that I am the CIO and my CFO is indeed the person who manages the money (amongst other things). The stereotype CFO too has changed as the CIO has evolved; thus to expect a Bean Counter in every CFO is like expecting every CIO to go fix the CEO’s laptop or the boardroom projector.
CIOs who have cultivated a relationship with other CXOs (including the CFO) would wonder if this hype is created by consultants wanting to sell models of alignment or governance. My quip would be that you should invest in relationships with all CXOs. If you do not help them win, why should they help you?
Considering that almost everyone is at some stage of the next year’s budgeting process, ROI has been dominating mindshare. Amongst these were two discussions around return on Business Intelligence and return on Disaster Recovery. Both are fairly nebulous in their manifestation, and difficult to put a fix on the number that can satisfy the CXOs — especially the CFO and the CEO.
Business Intelligence is a discipline that suffers from detachment from its real users and owners, largely due to the technology’s complexity. Thinking beyond conventional reports to analytics is a leap of faith, and the enterprise’s ability to formulate and use trends and associations that are atypical. In the flurry of operational activity, discretionary time is a luxury that many can ill-afford. Thus, most organizations end up with expensive automated reports which serve the same purpose that ERP reports did earlier.
Disaster is something that strikes others; so why put aside significant investments, time and effort that could be used to create new capacity or build additional capability? With a few exceptions, almost everyone has a disaster recovery plan on paper — nominally funded, rarely tested end-to-end, and seen as an item necessary to pacify the statutory auditors. Should an untoward incident strike, the ability to retain continuity of business would not withstand the rigor of time and process.
In both cases, continued budgetary support is seen as cost and not as an investment. The discussion on ROI is thus fraught with danger — avoided by the CIO, challenged by the CFO and others. Is there a way out of this predicament? Definitely yes, but it requires the CIO to approach the discussion a bit differently — maybe play a difficult hand; conventional dialogue will not change the outcome.
One track that some have used is to debate the absence of these solutions — what it implies and the associated risks. Absence of BI may probably not be treated with the respect it should, as transactional reports are also possible from the ERP systems and the belief that everything else can be done in a spreadsheet. So a BI discussion has to be guided towards the benefit to different stakeholders and possibly transferring ownership to one of the business CXOs. IT should not be the driving force and implicit owner. After all, the starting point of BI is B-business.
The absence argument has better traction with DR; with the primary systems being out for a period of time, the impact with varying degrees will be felt by everyone, irrespective of industry segment. The time to recovery will decide the type of DR option to be executed. DR is also synonymous with insurance. No one wants to die, but almost everyone buys insurance. So if the data center were to pop it, DR does step in and take over (hopefully, and that is where the discussion went awry).
Are there any models that can be universally applied to formulate ROI on BI and DR? Unfortunately, even those that exist (perpetrated by vendors or consultants) are being challenged to shorten the payback period. Innovation is pronounced after success is evident — else the debate will get ugly. We all know that “insurance promising ROI” is not insurance, we are paying more than we should.