cameron and green making-sense-of-change-management

IT-based process change• Process adaptiveness. This competence refers to the ability of allemployees to relate to IT and the way it can transform businessprocesses. It is also about the organization’s track record in restructuringits processes, and the existence of an environment whereemployees can discover and explore the functionality of IT systems.This means anything from the existence of a help desk, to onlinetutorials, to devoting time to training. For instance Deloitte andTouche has an innovation centre where employees can experimentwith new technologies such as web services to decide whether or notthey could be useful.• IT planning. This competence concerns the ability of managerswithin the organization to link strategic plans with IT plans, and toplan and execute individual projects.• IT infrastructure. This competence is about the appropriateness andflexibility of the underlying infrastructure which allows innovative ITpractices to emerge and to be capitalized upon.• Data centre utility. This competence concerns the ability of thosewithin the organization to build, maintain and secure fundamentalinformation processing services.We would add one competence to this list, as many organizations havecompletely outsourced IT operations and development, just leavingthemselves with project managers and business analysts:• Managing outsourced services. This concerns the ability to evaluatepotential service options, manage the transition to outsourced ITservices and manage service levels and service evaluation.Sambamurthy and Zmud asked 230 senior IT executives to assess thelevels of these competencies in their own organizations and to rate theirorganization’s success in deploying IT successfully. This research revealeda strong link between the level of these competencies and the organization’slevel of success with deploying IT in support of its business strategyand work processes. The organizations in the group of respondents characterizedby the highest level of IT management competency were alsothose demonstrating the highest success rate in deploying IT.289