Managing Business is Tougher than IT (5 Sep 2012)

This is certainly not a time when CIOs can be at peace. The business environment is so dynamic that the IT department is unsure whether a decision taken will be right or wrong. Even if it clicks, how long can the decision be sustained, and what will be the next strategy that has to be embraced for business.

These factors have emerged largely due to the uncertainty prevailing in the domestic and global markets.

I think CIOs find it more challenging to deal with the business than managing  IT. Internal IT challenges are limited in terms of doing more with less, looking for business solutions, employee grooming and retention. So it is a bigger challenge to deal with the rest of the company.

For example, take the case of our initiative to empower customers and give them direct access to the company. We created numerous touch points for them in the form of Internet, kiosks, provided mobile devices and applications. Our idea was to make them independent, and at the same time acquire new customers within the company's fold. The challenge that emerged was not technology but resistance internally.

This initiative witnessed a high resistance from our sales executives spread across locations. The creation of new channels meant a reduction in their incentive programs. It took us some time to convince them, and use their time and efforts to strengthen other areas of the business.

So gone are the days when CIOs were only responsible for delivering reliable tech solutions to the business. Today's CIOs have to take a much broader role in the business, driving business transformation, innovating for competitive advantage and acting as key strategic partners to the organization.

To quote analyst firm PwC, "Today, the best CIOs not only keep the electronic plumbing in good repair, but also help define and execute forward-looking business strategies."

As CIOs, we have a bird's-eye view of the organization and its processes. We can see the challenges and opportunities of new business models in a way that other heads may not.