Most executives that implement a PeopleSoft or SAP are surprised that productivity takes such a dive in the departments that these systems were supposed to automate. Departments that are dependent on the data see some productivity increase as information becomes more available, but many tasks that used to take a moment (or could, if you were pal-ly with the clerks) …
On Successfully Bringing Change to An Organization
Since I’m having a tough time with my case study, I’ll try putting down some things that I think are true about organization change in general. Forrest’s Postulates on Organizational Change
How to Break Through the “Impermeable Clay Layer” of Middle Managers
In the last post on implementation, APFG commented that the middle layer in the company is where you have most of the problems. Since almost everyone says this, let’s take a look at why. Let’s admit that it is not always true: the middle layer in a company isn’t always the source of the problems. There are often people at …
CRM Implementation Woes: How to Make It Work
McKinsey Consulting came out with a CRM article the same week I read Mark Van Clieaf’s comments about how to succeed at CRM — he says to run it through Marketing before, during and after implementation. McKinsey’s piece (Anupam Agarwal, David P. Harding, and Jeffrey R. Schumacher, “Organizing for CRM“, McKinsey Quarterly) has some very amusing things to say: In …
What You Can Change & What You Can't
I went to the library here in town, which has a great selection of business books, to start some reading I needed to do on Chris Argyris’s action science. A reviewer on Amazon suggested a book by Martin Seligman, Learned Optimism, as the second book in a learning series. When I looked online before I left the house, the local …
How Do You Know If The Training Was Worth It?
While reviewing training literature recently, I stumbled on Daniel R. Tobin’s The Knowledge-Enabled Organization: Moving from “Training” to “Learning” to Meet Business Goals through some serendipitous web searches. My enquiry first led me to his website that dealt with “The Fallacy of ROI Calculations for Training“. An obvious ploy to perk up my ears. The article is an abbreviated version …