CIO Straight Talk - Issue 2 - 13

Interestingly, we’ve heard from a number of people that CIOs
want not only top management support for their proposals but
a willingness by senior executives to see proposals through
without getting cold feet. “People will sometimes sign up for
a program based on the business case for it, the savings it will
generate,” Focazio says. “Then, when it’s time for implementation, they get nervous and back out” because of the disruption to the organization – headcount reduction, for example,
or adoption of unfamiliar processes.
Adds Andy Dulka, VP, Infrastructure Services, at Allianz
Life: “CIOs want not only clarity around the business
strategy but also some assurance that the company has a
stomach for change. Big, multi-year IT projects are easy to
do on PowerPoint and hard to do in practice. You may find
yourself 10 months in to a transformational program, just
getting to the difficult and tedious work of implementation,
and the business sponsorship wants to start changing direction. Re-evaluating your direction at key milestones is smart
business, reactive change is disastrous.”

reduced implementation project timelines and was better
aligned to overall business objectives. (continued on page 13)

In order for CIOs to get a seat at the
table, they need to be accountable for
business outcomes.

Joel Austin
VP and CIO, Oncor

That situation is not something a CIO wants.

What CIOs want from internal customers
In order to better align IT with business, CIOs say, they need
customers on the business side of the organization to provide
a clear articulation of their requirements. They are more
likely to get this if they have a good working relationship
with their business customers. This includes a mutual
willingness to work together, to communicate regularly, to
share credit and accept blame, and to identify meaningful
ways to measure the business ROI of IT investments.
“We need to work jointly with our internal customers,” says
Lise Fournel, SVP E-Commerce and CIO at Air Canada. “It
should never happen that the business throws a problem over
the wall and we throw it back. We jointly live this journey.”
Of course, trust-based working relationships don’t always
happen. Mark Benaquista, the Thomas H. Lee director,
describes how the COO at one of his firm’s portfolio companies was responsible for fixing problems in the company’s
CRM system, including the initial contact that customers
had with the company. The COO assessed different options
for CRM systems and worked with the CFO in selecting an
ERP package with a price tag of $10 million. When the
proposal went to the senior management for approval, the
question was asked whether anyone had thought to check
with the CIO.
As it turned out, the CIO already had a potential solution in
place for a similar system that took advantage of ERP
functionality that already existed in the company but hadn’t
yet been deployed. Unlike the system selected by the COO
(which only addressed call center requirements), this one
was compatible with the company’s core ERP solution. The
CIO worked with the COO to harmonize the disparate
options, which slashed millions of dollars from the program,

Easing CIO Pain Points

The promise of “Fully Loaded Service Lines”
When HCL customers were asked in an online survey, “What do you
expect from your supplier relationships?” about two-thirds of them
cited “an understanding of clients’ businesses,” nearly 60% cited “an
ability to provide complete solutions” and 70% cited “an innovative
engagement/pricing model” (e.g., managed services).
Such statistics point to an evolving trend: Today’s CIOs are increasingly looking to move towards sourcing comprehensive solutions
that deliver business outcomes, particularly those that are valued by
the customers’ business stakeholders.
Providing complete solutions begins with an unwavering focus on
addressing a specific set of business pain points, a crystal clear understanding of the business’s end consumers and a clear articulation of
the benefit the solution will provide. At HCL, we call such solutions
Fully Loaded Service Lines, or FLSLs. Besides being defined by the
customer’s pain points and the solutions to them, FLSLs offer an
industrialized back-end – that is, a standardized delivery approach
and established tools/platforms designed for reusability.
And what does an FLSL look like in practice? It’s providing an
end-to-end loan processing solution to a bank: While the bank
focuses on expanding its core lending business, HCL provides
complete support to its applications and operations through industrialized delivery. A recent implementation for a global bank helped
increase its loan volume by 64%. A similar technology solution
enabled a global independent software vendor to generate $3 million
in daily revenue from a multi-channel store-front application.
Now those are the kind of solutions that any CIO might want.

CIO Straight Talk //

13



CIO Straight Talk - Issue 2

Table of Contents for the Digital Edition of CIO Straight Talk - Issue 2

CIO Straight Talk - Issue 2
Contents
So What Do CIOs Want
Innovation at the Periphery
The CIO as Thought Leader
Career Move: From Managing Technology to Managing Change
Every CIO is in the Information Business
Analytics and Decision Making
Putting IT at the Center of the Customer Experience
Pick n Pay Focuses on Delivering Value to Customers
Bringing "Lean" to IT
Whither the Cloud in a Stormy IT Enviroment?
Management by Driving a Stake in the Ground
From Data Processing to Orchestrating Knowledge
Extreme Collaboration
Enterprise Mobility: Delivering the Connected Customer Experience
CIO Straight Talk - Issue 2 - CIO Straight Talk - Issue 2
CIO Straight Talk - Issue 2 - Cover2
CIO Straight Talk - Issue 2 - 3
CIO Straight Talk - Issue 2 - Contents
CIO Straight Talk - Issue 2 - 5
CIO Straight Talk - Issue 2 - So What Do CIOs Want
CIO Straight Talk - Issue 2 - 7
CIO Straight Talk - Issue 2 - 8
CIO Straight Talk - Issue 2 - 9
CIO Straight Talk - Issue 2 - 10
CIO Straight Talk - Issue 2 - 11
CIO Straight Talk - Issue 2 - 12
CIO Straight Talk - Issue 2 - 13
CIO Straight Talk - Issue 2 - 14
CIO Straight Talk - Issue 2 - 15
CIO Straight Talk - Issue 2 - 16
CIO Straight Talk - Issue 2 - 17
CIO Straight Talk - Issue 2 - Innovation at the Periphery
CIO Straight Talk - Issue 2 - 19
CIO Straight Talk - Issue 2 - 20
CIO Straight Talk - Issue 2 - 21
CIO Straight Talk - Issue 2 - The CIO as Thought Leader
CIO Straight Talk - Issue 2 - 23
CIO Straight Talk - Issue 2 - 24
CIO Straight Talk - Issue 2 - 25
CIO Straight Talk - Issue 2 - Career Move: From Managing Technology to Managing Change
CIO Straight Talk - Issue 2 - 27
CIO Straight Talk - Issue 2 - 28
CIO Straight Talk - Issue 2 - 29
CIO Straight Talk - Issue 2 - Every CIO is in the Information Business
CIO Straight Talk - Issue 2 - 31
CIO Straight Talk - Issue 2 - 32
CIO Straight Talk - Issue 2 - 33
CIO Straight Talk - Issue 2 - Analytics and Decision Making
CIO Straight Talk - Issue 2 - 35
CIO Straight Talk - Issue 2 - 36
CIO Straight Talk - Issue 2 - 37
CIO Straight Talk - Issue 2 - 38
CIO Straight Talk - Issue 2 - 39
CIO Straight Talk - Issue 2 - Putting IT at the Center of the Customer Experience
CIO Straight Talk - Issue 2 - 41
CIO Straight Talk - Issue 2 - 42
CIO Straight Talk - Issue 2 - Pick n Pay Focuses on Delivering Value to Customers
CIO Straight Talk - Issue 2 - 44
CIO Straight Talk - Issue 2 - 45
CIO Straight Talk - Issue 2 - 46
CIO Straight Talk - Issue 2 - Bringing "Lean" to IT
CIO Straight Talk - Issue 2 - 48
CIO Straight Talk - Issue 2 - 49
CIO Straight Talk - Issue 2 - 50
CIO Straight Talk - Issue 2 - Whither the Cloud in a Stormy IT Enviroment?
CIO Straight Talk - Issue 2 - 52
CIO Straight Talk - Issue 2 - 53
CIO Straight Talk - Issue 2 - 54
CIO Straight Talk - Issue 2 - 55
CIO Straight Talk - Issue 2 - Management by Driving a Stake in the Ground
CIO Straight Talk - Issue 2 - 57
CIO Straight Talk - Issue 2 - 58
CIO Straight Talk - Issue 2 - From Data Processing to Orchestrating Knowledge
CIO Straight Talk - Issue 2 - 60
CIO Straight Talk - Issue 2 - 61
CIO Straight Talk - Issue 2 - Extreme Collaboration
CIO Straight Talk - Issue 2 - 63
CIO Straight Talk - Issue 2 - 64
CIO Straight Talk - Issue 2 - 65
CIO Straight Talk - Issue 2 - Enterprise Mobility: Delivering the Connected Customer Experience
CIO Straight Talk - Issue 2 - 67
CIO Straight Talk - Issue 2 - 68
CIO Straight Talk - Issue 2 - 69
CIO Straight Talk - Issue 2 - 70
CIO Straight Talk - Issue 2 - 71
CIO Straight Talk - Issue 2 - 72
CIO Straight Talk - Issue 2 - 73
CIO Straight Talk - Issue 2 - 74
CIO Straight Talk - Issue 2 - Cover3
CIO Straight Talk - Issue 2 - Cover4
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