© copyright 2010 slide: 1 leading it transformation: the roadmap for success – part i lisha...
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© Copyright 2010Slide: 1
Leading IT Transformation: The Roadmap for Success – Part I
Lisha WentworthOuellette & Associates
Welcome
January 12, 2010
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Why the Transformation?
Business expects IT senior leadership to be . . .
Technologically advanced
Customer-focused
Business-minded
Financially astute
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Why the Transformation?
IT senior leadership expect their teams to . . .
Partner with sponsors and clients
Negotiate with IT teams & business clients
Provide consulting and coaching
Ensure effective communication
Lead and direct teams
Oversee planning and implementations
Review and evaluate technology
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This means the IT organization needs to . . .
Reduce cost
Increase productivity
Drive innovation
Assist with identifying new business opportunities
Why the Transformation?
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Relationship Focused…
Starts as a Cultural Change
Core Skills for Success: Communication Collaboration Marketing Negotiation Change Management
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Today’s Focus
Client Focused Culture Know your clients Strategic service levels
Everyday Negotiations Substance and Relationship Interests vs. Positions
Consulting Approach Credibility, trust, and influence
Marketing IT’s Value Two questions Benefits vs. Features (WIIFMs)
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What does IT do?What don’t they do?
How do we get started?
How do we work with IT?
How do we leverage their services?
Inquiring Clients Want to Know…
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Service Levels in IT Services
BASIC ENHANCED PREMIUM
$$$
Time
Involvement
Options
Low
Fast/Quick
Low
Limited
Some
Medium
Moderate
More
Expensive
Long
Extensive
Unlimited
All good, but all very different
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Client’s Opinion or Impression
Formed Only by Client Contact
Positive or Negative
Big or Small
Providing an “End to End” Service
Moments of Truth
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Negotiating is an Integral part of IT
Conflict is neither good, nor bad
You do it everyday
People usually aren’t prepared
Substance and Relationship
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Three Step Negotiating Process
3 Steps Prep & Planning Information Exchange Bargaining
3 Guiding FactorsNegotiation ElementsPeople and RelationshipsPersonal Negotiation Styles
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Negotiations
Finite Set of Negotiable Items
Five Negotiating Styles
Four Bargaining Situations
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Competitors Problem solvers Compromisers Accommodators Avoiders
Five Negotiating Styles
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Consulting Approach Credibility, Trust, and Influence
Coercive Rewards Expert Information Connection Reverent Legitimate
Different Consulting Roles
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So . . .What Is Marketing?
Creating an Awareness of IT’s Value
Two questions clients are always asking: So how does that help me?
What does this mean for me?
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Features vs. Benefits
Features - What IT talks about now
Benefits - Answers the client’s “So what” questions
WIIFMS
Volvo, Subaru
Cadillac, BMW, Lexus, Mercedes
Sport Utility Vehicles
Saturn, Prius (Hybrid)
Sports car, PT Cruiser, VW Bug, Hummer
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Summary
Build Strong, Long-Term Relationships
Be Part of Strategic Decision Making
Be Seen as an Influential Partner and Leader
Demonstrate Effective Communication
Be Recognized as a Tactful Negotiator
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Thank you
Leading IT Transformation: The Roadmap for Success
Lisha WentworthOuellette & Associates