The Money Pit - Information and Quality Management Systems
An article with recommendations on how to change quality management systems recently came across my desk. There were many good points however I felt there were some significant gaps which prompted met o write this piece. The gaps represented some of the most common mistakes I come across in my work as a management consultant and quality systems auditor in the community services sector.
I hope that my tips will raise some awareness of how excessive spending and negative experiences around information and quality management systems can be avoided.
Here they are – my top three tips:
The Sales Pitch
It is incredible how often I see businesses and organisations use a company that develops software to identify what their needs are, recommend a new system and then pay them to implement the new system.
Put differently, would you go to a car dealer and say: ‘I want a new car, can you select one for me?’ I highly doubt it, but that is, in essence, what happens when you pick a technical consultant that is aligned with a particular product.
Having an ICT strategy that is tailored to your services/products and organisational structure will not only help you to select software and hardware (tools and technology) through a proper procurement process but will establish a longer-term plan that you can monitor and review.
Tip 1 – Choose an independent consultant who is not aligned with any product to scope your IT needs and help you develop your ICT strategy.
The One Dimensional Approach
Information Management, Information and Communication Technology or Information Technology – Whatever you choose to call it, is about more than the tools and the technology.
Unfortunately, it is often forgotten that ‘technology and tools alone do not actually do anything, results only occur when they are combined with three other vital ingredients to make Business Systems’ – Toomey, M. Waltzing with the Elephant (2009)
Tip 2 – Ensure that all dimensions of what makes a Business System are considered when designing, implementing and monitoring your IT Strategy– these dimensions include the people that use them, the activities within your organisation and the structural set up of your organisation.
Looking beyond the Facade
So you have identified the software that matches your organisational needs and has all the bells and whistles that you are looking for (after you have taken Tips 1 and 2 into consideration).
Unfortunately, the software alone is not what you need. You need to know that the supplier has the experience and longevity to maintain, safeguard and update their product.
Let me go back to the ‘buying a car example’ – would you buy a car from a dealer that does not have a good track record ( e.g. is known not to honour warranties and guarantees?), cannot demonstrate that they will be around when your car needs servicing? Well, the same goes for a supplier of software.
Tip 3 – Include in your selection process items that cover the developer and follow up services/ upgrades/risk mitigation. Develop a ‘selection criteria’ similar as you do for staff recruitment and in procurement processes for other suppliers. These may include outlining product warranties and guarantees, a fee schedule of ancillary services, evidence that the product is protected from, or resilient against, potential harm from external forces, demonstrate that the software is capable of managing growth in your business and the list goes on.
I hope this little snapshot of tips contributes to the ultimate aim for which tools and technology have been developed – to enhance good quality and evidenced-based service outcomes and products.