Information Technology Management with a Purpose

Nov 21 2013   8:06AM GMT

When users drive the CIO crazy

S R Balasubramanian Profile: S R Balasubramanian

There is no denying the fact that users play a significant role in a CIOs life. Some say it is they that we work for and we should not falter when serving them. They may have their idiosyncrasies and tantrums but they after all are our customers. ‘Customer is the king’ – so the saying goes and sowe are supposed to hold them in high esteem and serve them well.

This scene is not new and I am sure all CIOs will agree, having experienced it all. The fact is, we may find it easier to pacify a crying child than to manage these intelligent and mature blokes. All niceties and diplomacy we may adopt and wish them well every morning but these intelligent beings could still be unrelenting. They are smart and often see through our diversionary tactics and not willing to let go off their demand.

In the years gone by, users were novices and had very little idea of technology and hence we could take them for a ride. Today, however the users are IT aware, are IT professionals by the half and often flaunt their expertise at the drop of their hat. They can operate all these new fangled gadgets whether they are smart phones, note pads, fancy laptops, wi-fi enabled physical objects, and strongly believe in the ‘internet of things’. Dealing with them therefore gets a lot tougher.

I will classify the venerable users into four types and explain their characteristics truthfully.

Users who want it as of yesterday

These are users who are always in a tearing hurry. They approach us with all seriousness and emphasize the urgency even before they spell out their need. When asked about the required date they wish if it could have been done yesterday. To quote my experience with the sales function of an automotive company – the sales manager brought the revised price list of spare parts to be made applicable from the beginning on next month which was just 4 days away. These rates which were decided in the sales summit, were a complete revamp and the list sported flexible pricing varying from one state to another and also for certain districts. When I explained that this involved configuration and that the pricing structure was not amenable to automation and therefore it was not possible to do by the time desired, the immediate reaction was that they thought with ERP everything should be simple. It required a lot of persuasion to make them drop their immediate demand.

Users who demand without examining feasibility

These users have their demands and pass on their laundry list to the IT department without ever studying it at their end. Like in one of the companies, the user from production came out with requirement of  usage parameters and costs analysis at the machine level. I had to remind him that data was being captured only at the line level and if their requirements were to be met they would have to enter production data for each machine separately. The user was caught on the wrong foot and did not return.

Users who demand citing examples from other organizations

These are users who have contacts outside of the organization and brace themselves with developments in various companies. They come up with requirements with examples of how it is being done in other places. Sometimes it needs explaining how our situation is a bit different and may require a different solution. For instance the sales manager once came to me with a proposal to introduce mobility with the field sales force and when questioned on the expected benefits he came out with examples of three other companies where this was being practiced. Those companies were from the FMCG block and therefore the needs were different and this had very little use for the company in question. The user murmured a few inaudible notes and left with a complaint.

Users – the IT aware and pseudo experts

These users are smart, have a penchant for the latest gadgets and their fingers move fast on note pads, smart phones, laptops and the like. They book tickets, make payments online, and do banking and investments on the go. These users want all these features from the enterprise systems and want everything including production data, sales figures and analysis, financial data, salary particulars, leave data, stock reports, MIS etc. either on the web or on their mobiles. It is difficult to argue with them citing our present application architecture, inadequacy of the application or upgrades necessary as they argue that if Banks can why can’t we.

So friends, here we are trying to deal with highly evolved customers who cannot easily be dislodged from their position. One has to learn diplomacy, negotiation skills, special combat training and great story telling to wind our way out of this puzzle. So long as the users are in their true colors, the life of the CIO will continue to be interesting and adventure filled.

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