Oct 2005
I was recently talking to a customer who is concerned whether what he should do to improve his operations. He wants to get a software solution, but believes that his company does not have the culture or the people who were ready to improve or change the ways of the way their company does things.
He may have a point — introduction of new technology means you have to be willing to change the way you work, and that the organizational attitude should be right. If that is not there, then it won’t work, but I don’t agree that you should change the culture first. It rather begs the question which comes first - the chicken or the egg.
Technology is a catalyst to change a company’s way of working, and it might be better if you do it on a big bomb approach — because if you take your time, and change the attitude first — it would never come. I mean you take a look at such technologies like email, or internet banking, or cell phones, and you understand that ithas a far reaching effect, but you cannot wait until you are ready for email before you put in an email system. You put the email system first, and start it even if the people are not ready, — and begin the campaign for them to use it until they are sold to the idea, and corresponding by email becomes second nature and ingrained in the company’s processes.
If you don’t do that , it will never come. I mean I am sure many will agree that texting have changed the way we communicate, yet there are still people who have no plans to learn how to text. So how do you change their behavior unless you get them a cell phone?
Thus, sometimes, the only way for managers to effect certain changes in the organization is simply to come in with the technology. If you don’t do that, probably even in a decade, the cultural impediments which is preventing you from computerizing will still be there . I mean there will never be a right time.
I just read a recent article that says upto half of US businesses that are considered small ( less than 99 employees) still don’t use accounting software. Granted that most of these that don’t have are actually micro-businesses that have less than 10 employees, but that still is a significant percentage. After all, less than half of the population of the Philippines also still don’t have cell phones.
So how do you introduce such change? In manufacturing companies, it is relatively easy. You introduce machines and processing, and while there is resistance, it will normally be settled in a few weeks. In company processes in the office, or mostly involving knowledge workers and proceses, it is relatively harder, especially those that needs behavioral change.
There are no silver bullets or quick fixes. Change is difficult, and you will just have to have proper planning on how to do it — but just because it is difficult is no reason for you to delay it. If you are daunted, you can have all reasons to delay it, and overcoming an inertia to change can be equally fatal to the future competitiveness of teh company. Just make sure that you as the business owner, or manager show unequivocal support for it, and there is no doubt in the company that you will push 100% of your resources to make sure that the changes will push through, and it is professionally managed and planned, and you can be on your way.
I have seen many people who finally changed, and realized that change was good because they did not have a choice. Many people have ATM accounts because the company insisted they would not release payroll any other way. I know many companies who got into the internet when their customer said in unequivocal terms that it was the only way they communicate, and that was the only way they could get their purchase order.
I have a great job of talking about IT and evangelizing its impact on people and company. The value proposition is sometimes hard to convey,but I have been happy that people have been receptive when they see the beneifts. And change will only be succesful if we are willing to leave our comfort zones and give it a try, and sometimes it just means giving people a jolt.
Wilson Ng
I may be a learned scholar, a successful business, or a good father/husband, but until I am all three, I have not succeeded.
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