How can Business Relationship Managers Influence Organizational Change? Part 2 of a 2 Part Blog Series
In Part 1 of “How can Business Relationship Managers Influence Organizational Change”, we looked at how Business Relationship Managers can serve as a translator for both IT and their business partners by bringing the benefits of IT work to life for both sides. They can help IT staff and business stakeholders understand the true impact of the work by relating the benefit in a manner that is meaningful. It is about more than saving money or upgrading a server. Business Relationship Managers can explain how the work directly impacts the customer or the employee. They understand the bigger picture but they can drill down to the day to day operational level and explain the benefit which allows all stakeholders to connect with this work at an emotional level and ultimately, improves the adoption of change.
Another aspect of driving change adoption is understanding existing performance as well as progress toward improvement. Business Relationship Managers (BRM) are in a unique position to use metrics to help all of their stakeholders understand the value of the work being proposed or completed through the use of metrics. The metrics can drive action and improve the adoption of change.
The business areas are tracking various productivity and satisfaction metrics. The work completed relating to technology should enable stronger performance in these areas. The BRM should be reviewing these measures with their customer on a routine basis. Work completed by IT is often reflected in these measures. Using our example from part 1 of this blog series, the work to upgrade an ATM may be reflected in the volume of customers using specific ATM functionality, the volume and type of security issues relating to the ATM, or the number and type of support calls about a particular application used at the branch.
Technology supports the business in doing their job effectively. Metrics that are monitored by business partners often show the impact of changes to the technology as well as changes to IT process and changes to the IT organizational structure. Business Relationship Managers are able to use these metrics to show the IT staff how the work they do has a very meaningful impact.
The same metrics can be used to facilitate a conversation with the business about the value IT is bringing to the organization. While the business will also be making changes to strategies, processes, staffing, procedures, etc., and the BRM needs to understand the work that is underway, changes to the metrics also reflect changes taking place to the technology that is used every day by the business staff. With minimal effort, the BRM can help the business understand the value proposition for IT by using metrics to show how IT is supporting business outcomes.
Using business metrics and correlating them to the work of the information technology team will have a considerable impact on change adoption by helping both IT and their business partners understand how the work being completed is affecting success. Additional training, communication, application or other technical enhancements, process and procedure changes, and even organizational changes may result from truly understanding the metrics and how the changes completed by the IT team influences the end result.
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