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Three ways for technical leaders to implement new business processes


Steve Gickling is the Technical Director of Calendarone place for unified calendars and all your scheduling needs.

Because business-related technology is constantly evolving, the processes that support its use must keep pace. Technical managers may need to introduce new software or hardware solutions as well as new procedures and workflows. Often it is a company’s processes that drive the success or failure of technologies. After all, tools and devices are only as effective as the people and human thoughts behind them.

That said, finding the best ways to structure and implement unfamiliar procedures can be a challenge. Technical leads may need to rely on experts, consider related experiences, and seek employee input to determine the way forward. Whether you’re responsible for overseeing teams that provide technical support or solutions, here are three ways to implement new business processes based on my experiences implementing and managing these workflows at my own company. .

1. Identify data security risks and gaps

Network and data security is a major concern due to the increase in cybersecurity threats. Estimates show (via Forbes) that ransomware attacks against businesses occur every 11 seconds and that 76% of US businesses have experienced hacking incidents. While the prevalence of these cases may indicate insufficient technology, 82% of data breaches involved a human element, according to Verizon’s 2022 Data Breach Investigation Report, indicating a gap in development and implementation. appropriate security processes.

Ostendio CEO Grant Elliott noted in a Forbes interview that there is no automated shortcut to running an effective security program. He suggests looking at cybersecurity responsibilities across your organization. The problem is not automation per se, but the over-reliance on automation or the assumption that automation by itself can facilitate all of the organization’s security and compliance needs when that monitoring can often lead to blind spots and a false sense of security.

With the increase in data breaches, organizations need to create a data security program where you can easily identify where sensitive data is located and who has access to it. Your security program should define a coordinated way to register each division of assets (software, SaaS, PaaS, IaaS, hardware) and determine the need for the asset and the type of data to be stored in the asset as well as manage who has access to the asset.

In the beginning, you will first want to take a comprehensive inventory of every internal system supported by the organization and measure each according to its importance. The second step is to make sure you understand who has access to each system and at what level. Finally, evaluate your data based on its importance to your business.

2. Look for cross-collaboration opportunities

IT managers and their staff can support organizations’ technology needs and functions, but they cannot be effective in this area without considering how technology solutions serve the entire business. Many companies have websites with online stores, lead generation forms, and customer support features. The IT department’s job may be to keep the site online and secure. However, tech employees need input from others to do so.

Whenever the company’s website requires a new feature or a new e-commerce platform, it can impact IT processes. If marketing oversees website content, what if that department chooses a new web development company and that vendor needs access to some of the company’s technology and network resources? The web developer may also wish to synchronize several internal applications or systems maintained by other vendors.

As a technical manager, you could be caught off guard if you are unaware of how the decisions and activities of other departments influence yours. The same goes for the procedures that IT enacts from a limited point of view. You’ll eventually have to delete them and start over if they don’t meet or align with the needs of the organization. Building cross-collaborative teams can ensure that the design and implementation of new processes serves the entire business.

3. Consider customer experience

Meeting customer expectations is one of the biggest challenges for technology leaders. People want fast, high-quality solutions, and insufficient and overly bureaucratic behind-the-scenes processes can get in the way. Improving the customer experience means listening to their views on how the company’s offerings may or may not work.

Maybe half of your team develops the code behind the enterprise software application, and the other half handles support requests. Customer feedback reveals that some app features are confusing and support takes too long to answer their questions. After talking to your team, it’s clear that existing workflows don’t support the product and support experiences customers want.

On the software development side, customer testing and review processes are inadequate. Support staff members also lack clear handover and escalation procedures. Implementing new workflows may cause temporary disruptions, but these workflows can eventually improve the employee and customer experience if leaders explain their purpose and how the procedures should work. It may also be worth checking in with the team to see how things are going after implementation.

Introducing something new

Executing different business processes can be difficult because it involves changes. When introducing new workflows, procedures, or technology solutions, technology leaders often have to juggle competing interests. Meeting the challenge means identifying risks or gaps and seeing where different needs and perspectives meet. Technology leaders who do so can reduce inefficiencies and improve experiences for multiple stakeholders.

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