Processing Without Processes

A common misconception is that information systems automatically increase a company’s effectiveness and efficiency. Although it is true that processors can perform repetitive tasks much faster than we can, and perform mathematical calculations at staggering speeds; computers are only as efficient/effective as the systems they are running. In turn, those systems are only as efficient and effective as the processes on which they were built. Meaning if the processes are inefficient and ineffective to begin with, the computer systems on which they run will not likely improve their situation.

Take the example of a mid-sized business that has just put into service Customer Resource Management software. After a few months, the implementation is complete and the system is finally available for use. There is only one problem. How should the system be applied to our current business processes? Do we need to change our processes, or can we customize the software to our needs? Where any of these questions considered before implementation?

Information Systems are simply tools. Very powerful tools, mind you, but without our guidance, they lack direction. From a business perspective, what’s most important is the foundation on which information systems are built. This foundation has to involve thorough planning, as well as solid processes. If business processes can not stand on their own, their crippled nature will certainly hinder your information systems.

In another example, a construction company would never attempt to build an office complex without proper planning and processes. The consequences could be disastrous and could result in the loss of lives. Of course poor business processes are not likely to be the cause of your death, but they could lead to the death of your organization. Don’t expect your information systems to bail you out, because they are only performing the tasks you have asked of them.