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First Key to Agile IT Governance: Stakeholder Satisfaction

keysThe formula presented by Chiranjeev Bordoloi in this article is straightforward: happy employees + happy customers = happy stakeholders. Despite this matter of fact equation, Bordoloi's formula requires quite a bit more effort in the real world. The article has 4 steps to follow in order to achieve stakeholder satisfaction, including this piece of advice on making your employees feel as though they work in a cutting edge company:

Forcing traditional BlackBerry use within your company because of its security manageability and workhorse phone status may seem like a good idea””until your competitor releases a custom, internal smartphone app that lets expert staff diagnose and resolve customer issues wherever they are. This means employees can be at their kids' soccer game and solve problems without being the uncool Dad who has to open up a laptop or, worse still, leave the game. This innovation, in turn, impacts customer satisfaction, leading you to find out in Q4 that your competitor has edged you out to win the lion's share of budget for the next fiscal year.

 Another piece of advice that should be heralded in any company: make sure management has a high “Technology Quotient”. That is, make sure management has the know how to steer the company into advantages via their insights on technology an how to use it strategically. Through supporting early adopters to new technology, CIOs can make their customer-facing employees and managers seem light years ahead of the competition.

 

About Anne Grybowski

Anne is a former staff writer for CAI's Accelerating IT Success, with a degree in Media Studies from Penn State University.

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