The Psychology of Change: Why don’t people follow the damn process?

On September 13, 2017, Posted by , In Blog, By ,,, , With No Comments

“We’ve invested heavily in defining and implementing good processes, practices and methods, the problem is we can’t get the people to consistently follow the process. Why is this?” I hear this lament from Service Desk Managers and ITIL SMEs about the service desk and support staff, I hear it from…

High Performing IT Teams

On August 30, 2017, Posted by , In Blog, By ,,, , With No Comments

For those who know my Warehouse (TWL) IT story you’ll know that things were a bit bleak in the early days. I had joined TWL from Deloitte with the expectation that as a CIO my role would be to lead a team that would use IT to provide competitive advantage…

In Pursuit of Operational Excellence

| I recently wrote a blog where I outlined an epiphany I had around the need for an IT team to be operationally excellent  (the original blog can be found here).  In essence the insight was that high performing organisations have high performing IT teams and that a key characteristic…

Innovation and Change. When Leaders are the Problem.

On July 3, 2017, Posted by , In Blog, By ,,,,, , With No Comments

Innovation is a hot topic around the globe at the moment and given the  tight connection between technology and innovation today it is something I am intensely interested in.  So it was with great interest that I read the following article and the full report from a few weeks back….

Project Success and Failure

| A few years ago I was contacted by a local doctoral student. They were looking into success rates and best practices for ERP implementations. What he as looking for was local case study input into his thesis. Whenever I get these requests I try and help as much as…

Shadow IT. Mandate Without Service.

On May 26, 2017, Posted by , In Blog, By ,,, , With No Comments

Many IT organisations are strong on wanting a mandate.  This is what IT does and this is what users can and cannot do. The expectation is that if we can simply clarify and enforce the rules then shadow IT will go away and we will solve all, or at least…

High Performance. The Role of Process vs Outcomes

On March 29, 2017, Posted by , In Blog, By ,,,,, , With No Comments

| I was meeting with a client a few months back.  This particular client was having some ongoing issues with the performance of their help desk.  Specifically, tickets were not getting closed in a timely fashion and as a result IT’s customer (i.e. users of IT services) were getting some…

It’s Not Where You Begin

On March 8, 2017, Posted by , In Blog, By ,,, , With No Comments

| I don’t know about you, but I have a series of moments which are burnt on my mind and I can recall them easily and always will.  Whether it is the birth of my children, the 1995 World Cup, which I watched with friends in Ngaio, or the turn…

The Need for Speed – One Team’s Transformation

On December 6, 2016, Posted by , In Blog, By ,, , With No Comments

| Speed is one of the imperatives of our time.  Every organisation I work with wants to be able to do things faster whether it’s speed to gain an advantage or the not so positive, but equally important, speed to close down a competitor’s advantage. Everyone wants to go faster….