CIO Straight Talk - Issue 2 - 16

And increasingly, they want flexibility in their engagements,
with the opportunity to shift course if their situation changes.
“Some suppliers have excellent processes and deep technical
knowledge – but they are too rigid,” says Timothy J.
Heffron, VP Shared Services and CIO at Meritor, a global
supplier of drivetrain, braking and other commercial vehicle
solutions. “This lack of flexibility negatively impacts overall
business agility and the ability to quickly implement newer
technologies that can drive meaningful cost savings.”
According to one survey respondent, suppliers often fail to
realize that customers are increasingly unwilling to accept a
vendor’s cookie-cutter solutions. “These days, everything is
change management,” he commented.

Apart from what service providers can deliver, a collaborative relationship is crucially important to CIOs, one characterized by open communication and a shared sense of mission
about the business outcomes sought by the customer.
They want a partnership that the supplier treats as a win-win
– rather than win-lose or lose-win – relationship. They want
something that, in the words of one of the CIOs surveyed,
goes beyond a “supplier relationship built solely on selling
the next software license or hardware technology.” Commented another respondent: “The largest obstacle is not
having in-person relationships and accountability. When
there is not an in-person relationship, we have lack of
resolve to complete tasks.”

New Item on the Wish List: Co-innovation with partners – and among employees
Co-innovation has become a byword of the knowledge economy. The days when IT service providers delivered pre-packaged offerings in strict conformance with the contract are gone. Customers today want “beyond the obvious” solutions that are directly relevant to their needs. And coming up with
such solutions requires partners who work with the client’s business and IT teams in order to identify specific opportunities for business improvement.
Indeed, HCL believes that the greatest value for clients is created in the “value zone” – that is, the working interface where HCL’s and a customer’s
front-line employees interact. Of course, generating that value requires mutual trust and a keen understanding of customers’ business pain points.
The “Value Portal”: An Ideas Melting Pot
So HCL set out to foster a similar sort of collaborative innovation within its own organization. The aim was not only to generate great ideas for
customers but also to further HCL’s “Employees First” philosophy, which is designed to energize and empower every one of HCL’s 83,000
employees to drive change and create value for customers.
The problem is that great ideas often languish in silos. A structure to capture and bring together isolated Eureka moments into a central repository,
where they would be visible and even intermingle, would give the entire organization access to the organization’s collective bursts of innovation,
ideas that could be utilized individually or in combination. Senior delivery leaders would constantly track, review and rate the ideas that emerged,
then recommend the most promising ones to customers. In fact, this central idea bank, which HCL called the Value Portal, gave industrious
employees the chance for their ideas to be noticed, reviewed, debated and possibly implemented by customers.
MAD JAM: A Celebration of New Thinking
But there was a drawback to the Value Portal. The system only provided an opportunity for review and implementation of an
already existing funnel of ideas. The next step was to increase the flow of ideas pouring through that funnel. And the way to
do that was to celebrate innovation.
A program called MAD JAM – for Make A Difference JAMboree – was launched in 2010. It offered a central platform for celebrating the ideas
and innovation of employees from across the organization. (For a video describing MAD JAM, go to http://bit.ly/zclb1R)
During the first phase of the program, MADJAM received more than 375 ideas from individuals or teams. These ideas were rated by a jury of
senior delivery managers and eventually videos of the 18 shortlisted ideas were created and hosted on the HCL Intranet, where employees voted
on the entries, and on YouTube. (See the “MAD Ideas” playlist at www.youtube.com/user/HCLTechtube.)
When the votes were tallied, “Customer On-boarding” (http://bit.ly/wzPmF8) – a solution that drastically reduces the on-boarding cycle time of a
customer in a financial institution – was picked as the winning idea. “Mobility Solutions” (http://bit.ly/xZii7P) – which enables police officers to
instantly send details to the central police system from a crime scene, using their mobile devices – was the winner of the Innovators’ Choice award.
By highlighting the ideas and the teams behind them, MAD JAM gave pan-organization visibility to the solutions and created an incentive for
employees throughout the organization to create solutions that would address CIO pain points.

16

// CIO Straight Talk


http://www.bit.ly/zclb1R http://www.youtube.com/user/HCLTechtube http://www.bit.ly/wzPmF8 http://www.bit.ly/xZii7P

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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