The effectiveness of designing, manufacturing, and delivering a system or service that fits customers need is termed as ‘fit for use’. Although, Information Technology Infrastructure Library (ITIL) labels it as the assurance to meet the agreed upon requirements of a product or service.
In this article at ITSM.Tools, Doug Tedder explains that often the solutions offered by the IT teams look promising enough on papers and convincing enough to business owners. But as it reaches the end users, who are supposed to determine its practical feasibility, it fails.
What’s the Need?
The author further explains that until the solution is ‘fit for use’ its purpose is not resolved, and value cannot be realized. Therefore, it is the end user whose opinion matters the most. If the solution does not make the user’s life easier, they would assume the solution is useless and switch to options available with your competitors.
Therefore, to help you better implement the concept of ‘fit for use’, here are four significant points to consider:
- Capture the Voice: Before developing a solution, listen to the user’s voice and try to grab and extract their expectations out of it. This will help you deliver the solutions that work for both the business and the users. Moreover, it will help the users connect better with the solution and encourage them to make it a successful one.
- Visit Gemba: As per lean, ‘Gemba’ is the place where work transpires. Before drawing solution, visit Gemba to actually understand the situation and challenge. Once the solution is implemented, visit Gemba again to see if the solution addressed the challenge.
- Agile Approach: Break complex or long duration projects into small units of work and release them more frequently. The agile approach will not only reduce the complexity of testing, but it also uncovers the errors or prospective This will help in taking the required measures to course correct, and save money and results in a solution more ‘fit for use’.
- Train & Communicate: These two are critical for a successful solution. Consider training and communication as part of the solution delivery process and extend it at the appropriate time. This will help the users understand the business needs behind the solution and build their confidence to use the solution.
The author believes that the impact of the user’s perspective cannot be inflated to the success or failure of a solution. Therefore, never limit yourself to the engagement of business owners or investors. Focus on winning the confidence of those who will actually use the solution to ensure if it is ‘fit for use’. Click on the following link to read the original article: https://itsm.tools/2018/05/22/four-things-that-ensure-fit-for-use/