The document discusses the challenges associated with implementing new IT systems, emphasizing that technology alone does not work effectively without considering the people who use it. Key issues include insufficient personnel training, lack of adaptation time, and the negative impact on service levels and employee morale. It advocates for involving personnel in the IT development process and designing systems that align with the existing work culture to improve business outcomes and customer satisfaction.

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HANUMAN CONSULTING
NEW IT-SYSTEM?

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But then…

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Not to worry, it’s the IT that works - by
itself. The problem is that it does not
work with the people.
- TYPICAL?

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- Personnel do not know about the outcoming change
in IT. It comes as a surprise.
- System/ application misfits the way of working.
- System misfits other applications.
- Personnel has not received enough of training.
- People do not comprehend the existence of new
functions.
- There is no allowance for adaptation.
What’s the Issue?

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What follows?

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- Service level is not reassured and it drops.
- Confusion, mistakes, exhaustion of personnel.
- Responsibilities and, worst, customers - are tossed.
Lack of commitment.
Tired personnel that is unsupportive of each
other.
Poor business results.
Customer churn.
Launch systems with people in
mind, because otherwise…

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 Indulge personnel, if not even customers, in building
the IT, use their expertise.
 Make sure to adapt the IT to ways of working, or give
people time and training to adapt to a new way of
working.
 Allow time for change and learning process.
 Ensure that IT is in accordance with the desired
service level.
 Design IT together with, or into, the service process.
 Iterate, if need be. (Rome was not built in one night.)
Therefore…

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Why? Where are the Savings?
 Money
 Customer retention
 Key persons and personnel
 Atmosphere

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How?
CELEBRATE
AND ENJOY
RESULTS!
MAP THE
SITUATION AND
SET TARGETS
MATCH TO
ORGANIZATION,
PEOPLE, SERVICE.
ITERATE.
LAUNCH WITH
LEARNING AND
ADAPTATION
PROCESS.
Customer on mind + Entity and planning + Practicality.
STRATEGY
All this time,
customer doesn’t notice
the change. Or, maybe
he does, but as a
better service.

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Last but Definitely not Least
Always integrate technology with
the people, who use it, and service.
Otherwise, technology is completely
useless.

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Contact & Challenge us!
Hanuman Consulting
www.hanuman.fi
maria@hanuman.fi
Tel. +358 40 5868899