Global CIO Survey 2008 - Innovator vs Operator - Capgemini

From trusted supplier tobusiness partnerHowever, on its own, operationalexcellence will not ensure that the ITfunction is able to play a significantrole in business innovation. If an ITfunction focuses too heavily onexcellent service delivery, it can easilybecome stuck in the role of being autility service provider (albeit a goodone). While CIOs who do this maymeet the immediate needs of thebusiness, they risk being locked out ofthe opportunity to deliver Drucker’s“change that creates a new dimensionof performance”.The majority of CIOs (almost 60%)believe, as do we, that despite all thechallenges it is possible for the rolesof operational excellence andinnovation to be effectively combinedin the IT function.For the CIO to be seen as aninnovator, it is important for the ITfunction to become a partner of thebusiness. In our survey, theorganisations whose CIOs sawthemselves as partners to the businessalso tended to be those that innovatedmost effectively, and where the ITfunction was most involved inbusiness innovation. But fewer than40% of respondents did regardthemselves and their function aspartners to the business; theremainder usually saw themselves assuppliers or utilities. As you wouldexpect, there is much more partneringin sectors such as Financial Servicesand Telecoms, where technology andinformation are at the heart of thecustomer value proposition.The CIO must therefore continuallystrive to achieve the right balancebetween operation and innovationover time. Finding this balance willhelp the IT function to get closeenough to the business to buildmutual understanding and earn theright to be treated as a true partner.Figure 9: Role of the IT function by sector100%Which of the following best describes the IT function role within the organisation? (% of CIOs)Partner Player Trusted Supplier Solid Utility80%56%55%53%37%37%33%27%24%60%40%20%0%31%13%30%16%37%10%47%16%37%27%44%23%47%27%53%23%FinancialServicesTravelTransportation &LogisticsTelecom Media &EntertainmentHigh degree of partneringConsumerProducts & RetailPublic Government& SocialEnergy & UtilitiesMedium degree of partneringBusinessServicesManufacturingLow degreeof partnering12