IT project success are Business success too, learning from disasters – Part 3

With the CEO’s ratification the challenged implementation was turned around by the CIO along with the business teams; the project eventually delivered more than the original expectation becoming a first in the industry. The big name consultant wisely stayed mum on the episode and focused on discussing other projects they were involved in; the CIO stayed understated in his success letting the Sales team talk about stories from the field. The CEO raised the question, what has been the learning in the turnaround and success ?

The question appeared to be thrown across the room to no one in particular though the individuals who had to fend the query knew that they were in the spotlight. In adversity most find it difficult to provide the facts as they occur; it requires enormous courage to accept that something did not go as planned. Irrespective of the cause, acknowledging and individually or collectively owning up to an unsatisfactory decision is not normal human behavior. People can write reams on what contributed to success, so the ask required brave confessions.

Ensuing silence appeared to stretch time making seconds appear like hours; everyone was glaring at their shoes and hoped the other would start ! Seeing no movement, the CIO stood up to speak, he was waved to by the Sales Head to sit down. Slowly he rose from his chair, looked around the room and nodded to the CEO that he shall apprise the group of the journey that had created lots of heartburn, frayed tempers, and accusations before eventual success. The aggregation of facts, observations and learning took everyone by surprise.

Failures are orphans who no one wants to adopt; people attempt to make them stick onto others shying away from their direct or indirect contribution by the way of their actions or inaction. The position within the organization hierarchy does not matter, everyone hates to acknowledge their contribution to the outcomes. At times failure to act or raise the flag when we see something that does not appear to be in harmony has a cascading effect on the team which accepts suboptimal solutions with a view that it is not my problem.

Disconnect from reality and inability to see from others frame of reference while imposing our views by virtue of rank, position or loudness of voice, leads to reluctant participation by the team despite the gut feel that wants to protest. We take a frivolous stand or approach to some of the mundane detail when presented, wanting to surf at 30,000 ft. thereby not providing the benefit of experience or holistic view that could improve the end result. Patching bad process or automating it hurtles us towards disaster quicker and we blame the technology !

When the downward spiral begins and there is no hope for nirvana, we find scapegoats, which 

typically end up being the meek or the geeks since both are unable to find a voice. We hasten the judgement and move on from the bad news; we rarely want to get to root cause analysis, institutionalized learning. Introspection and internal team review is a scarce phenomenon in the corporate work which does not take failures lightly. Fail fast sounds good in case studies and management books, we don’t like it when it happens in our teams.

I am thankful to our CEO to have raised the question and provide the opportunity to bring out the learning in our project – what rather than who. We all know how we contributed to what happened. Everything that I said happened in this case of our Sales system. We started with flawed assumptions and bad design, we skipped due diligence, we did not connect consistently with the process on the ground. And when the system failed to deliver, we found a scapegoat in the vendor knowing fully well they cannot retaliate.

Our CIO did not flinch during the predicament he faced, he demonstrated maturity that we should learn from, and I thank him for holding it together. I would also like to meet the vendor and thank his team for standing through thick and thin and keeping the faith. Let’s apply the lessons across the company and ensure that we do not falter in any venture, project, collaboration, or cause, by remaining alert to such behavior. I give freedom to every member of the team to challenge constructively to create better outcomes for ourselves.

The management team gave him a standing ovation; he had spoken from the heart which connected with everyone. He had said what everyone wanted to but were hesitant; he personified what they wanted to be.

Links to Part 1 and Part 2

IT project success are Business success too, turning around failures – Part 2

No one expected the CIO to stand up to the big name Consultant and other CXOs who wanted to fire the IT vendor for a disastrous outcome; but he did and also raised some relevant points which do not get asked in such situations. The project started with flawed process design which was pushed through by the Consulting Company; which Consultant should be fired ? The business head and the business project lead accepted the large forms that found no traction with the field staff; which business lead or head should pay the penalty ?

There was an uneasy silence which demanded answers from the assembled group of leaders; the Senior Vice President of Sales and President of the business were shocked beyond words. How dare anyone raise a finger in their direction ? Had the CIO crossed the boundaries of acceptable behavior ? IT was and is expected to translate business requirements into a system that the business can use. They can suggest improvements to process but are not expected to challenge business supremacy in an open forum. All heads turned towards the CEO.

The CEO faced a dilemma, he could chastise the CIO for his remarks and enforce a decision to revoke the earlier development contract and give the reins to the Consulting Company to deliver what they had designed and promised. His other choice could have been to give the development partner another opportunity to redeem themselves, after all it was a business project and there was some merit in what the CIO said. He was tech savvy and aware that success would have had business and the Consultant patting each other’s back; the vendor was a convenient scapegoat.

Without defending the business, Consultant or the CIO, as a matter of fact he asked the CIO, “As a business leader, what do you recommend as the course of action” ? The CIO had been hired to change IT performance and improve levels of engagement with the globally spread business; the CIO had high pedigree and was a prize catch. The CEO did not ask others since they had proclaimed their verdict and delivered the judgement; the trail in absentia had unanimously declared the defendant guilty. The CEO knew his team and was a fair man.

The CIO outlined the plan to salvage the situation with meticulously charted steps, actions, roles and responsibilities across the project team. He sought absolute control over the process and metrics with a tight deadline to deliver the desired functionality in phases. He had done his groundwork with the field staff and the vendor to understand what would practically work within the operating environment and constraints in which they lived. He had also reviewed the technology stack to assess if the vendor had put in the best effort possible.

It appeared to be the best way forward without shedding any blood, answering the uncomfortable questions, or disgrace anyone. A compromise for the business who would have loved to hang the CIO and the vendor, they reluctantly accepted the verdict from the CEO who accepted the plan. The CIO on his part volunteered to forego his variable pay should the project not deliver as he had promised, which satiated the team as an acceptable bargain. The CIO wagered for other CXOs present to match the stakes, which none did.

Leadership is about many traits, some of them being – to lead from the front, walk the talk, take risks, and take your team along in adverse situations. The IT vendor was apprehensive of the solution and also experienced adrenalin rush at the dangerous move. He conceded control to the CIO who put his more than two decades of experience behind the project, driving the team in high energy mode for the next four weeks. The sales team matched the rigor with the development team frequenting the field to collaboratively engage with their customers.

Success cannot be denied to the possessed and the driven; the CIO and the project team were razor focused on the outcomes. The solution emerged from the shadows and made the grade step by step across layers and geographies; news of success floated in from all quarters across the entire user workforce. They loved the simplicity and the ease of use which was defined with their inputs casting aside the complexity imposed by global best practice models proposed earlier; they had a first in the industry and everyone loved it.

In the next management meeting the CEO asked the group the learning in the unprecedented success !

And that is another story for next time !

Link to Part 1