Let the systems not get in the way!

Let the systems not get in the way!

With technology being pervasive, we often become too dependent on the incumbent technology systems and processes at work. Instead of business priorities driving our actions, the existing technology systems become the predominant determinant of our actions and priorities. This often drives suboptimal decisions, and frustrates people.

While processes and technology systems have their place, it is important to remember that they are a means to an end. If the means are not delivering to their end, it's time to relook at things and find workarounds.

Business (and life) decisions need to be taken using the bigger picture lens and to pursue goals we seek, and not always based on the systems at play. Technology systems then need to be curated or worked around to meet the bigger goals, rather than settling for suboptimal choices. Needless to say, this doesn't mean we redesign systems & processes every time, but rather we evaluate when the ROI justifies prioritizing the business decision over the incumbent system.

Customer facing businesses have been disrupted with customer experience taking center stage. The offer an intuitive and ever evolving experience that priorities the "need". Yet, in most companies where the same customers work, the employee facing systems & processes are yet to catch-up in offering the intuitive experience, and agility of evolution.