CIO Straight Talk - Issue 7 - 44

44

the business and how IT can bring
value to the table. It sounds very

Change Leadership

basic, but we often lose touch with

As IT professionals we often fall into

our business partners over time,

the mind-set that "go live" of a new

which results in solutions that miss

platform or application is the finish

the mark. Imagine the cumulative

line. In reality, it's the point at which

benefit of having everyone in the

you've spent the majority of the

IT organization meet one new

money but have received no value.

business partner a month! On the

Our organization focuses intently on

contrary, imagine how challenging

leading change and driving adoption

it would be to deliver value if you're

of new technologies and solutions to

not constantly in touch with those

ensure we realize the "R" in ROI.

partners and their evolving needs.
We go into the field to experience

There are three things we focus on
relative to leading change. First, there

things as our partners and customers

must be a clear value proposition

do. You can't achieve the required

for the change. We articulate this

level of business knowledge just

in a formal business case that

by sitting in the office. I encourage

clearly identifies the value in terms

everyone in our team to get out

of the P&L, the balance sheet, or

and spend time with our business

both. Second, the solution must be

partners and customers. If someone

intuitive and easy to use. The easier

works in ERP they need to spend

the solution, the more likely users

time at a manufacturing plant

are to embrace it. When's the last

or distribution center. If they're

time you had to go to training to

supporting our commercial business,

learn how to use an iPhone app?

they ride along with sales reps

Third, we ensure our "change agents"

and visit customers. I've had the

have the necessary soft skills and

opportunity to meet veterinarians in

business knowledge to partner with

several countries and visit hog farms,

the business on adopting the new

dairy farms, and cattle feed lots. Each

solution. Change agents who know

visit increases my knowledge of our

the business, know the solution, and

industry and customers, and I usually

have the ability to communicate,

come back with several new ideas.

influence, and partner with our users

Finally, it's important to know your

are usually successful.

company's products, services, and
go-to-market strategies. Many of our
IT solutions are designed to help our

Creating Business Value

sales and marketing teams better

These three competencies aren't

connect with our customers. If you

worth much unless they create

don't have a solid understanding of

business value for Merck.

our products and how we sell them,

One of our biggest opportunities

it's tough to develop solutions that

to create value involves increasing

will add value.

our market share in the flea and tick

You can't achieve
the required level of
business knowledge
just by sitting in the
office. I encourage the
people on our team
who are supporting our
commercial business
to ride along with
sales reps and visit
customers. I've visited
hog farms, dairy
farms, and cattle feed
lots - and I usually
come back with several
new ideas.
CIO Straight Talk - Issue 7

Table of Contents for the Digital Edition of CIO Straight Talk - Issue 7
