IT change lesson 2: Support creative problem solving

October 25, 2010 by janet · Leave a Comment 

Slow response, unclear terminology, and functional gaps – these are common constraints that introduce resistance to new technology. And why not? We all have limited time to learn new things while trying to get our jobs done. When technology feels constraining, rather than empowering, people tend to search for alternatives. And before you know it, you’ve got spreadsheets and off-system processing where you wanted automation.
puzzle
To ensure that technology gets used as intended, the users must see it as helping them to reach their goals. To win them over, you need to respond quickly to their questions and encourage creativity and problem solving. Also, don’t forget that no technology exists in isolation. Make sure to consider how the new technology will fit with the other tools people are being asked to use.

The case of the ad hoc database…

When the users at iWork started using the newly deployed system, the first thing they noticed was the confusing screens. It took a long time to move between screens and the data they needed was scattered in multiple places. They tried to report their issues to the implementation team, but that team was faced with so many issues, they only had time to work on severity 1 and 2 items. The users concluded that this was not a system they could use. So, they built a separate database instead.

The solution? With a little more planning, the implementation team could have co-located subject matter experts alongside the users to provide shortcuts and tools on the spot. They could have developed skills in brainstorming and idea generation. The project team would then have better understood the needs of the users and the users would have gotten learned from the experts – finding new ways to use the system.

“For ERP implementations to be successful…end users must be recruited for creative change. This requires organisations to create environments where appropriate risks are rewarded and ideas are pulled from the bottom up.”*

Lesson 2 in IT change: Support and reward creative problem solving

*Siau, K., & Messersmith, J. (2003). Analyzing ERP implementation at a public university using the innovation strategy model. International Journal of Human–Computer Interaction, 16, 57–80.

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