Not Every Organization Will Be Successful

I am constantly amazed by the number of organizations that operate with the belief that adopting this or that methodology or complying with a given standard or framework will make all their dreams come true and their problems go. There are a number of reasons not every organization that starts down the ITIL path is going to be successful. And those reasons go back to one of the quality gurus of the 40's and 50's. For your consideration I present the reasons in no particular order:

• Adopting a process framework requires change. An organization that is not open to change cannot be successful in adopting a standard or framework.
• Decisions require facts. Assumptions, soft figures, guesses, and "from the gut" intuition have no place in decision-making.
• Changing one element of a business process impacts other elements. Think of a water balloon. You cannot push down on one side of a balloon filled with water without displacing water elsewhere in the balloon and altering the shape and functionality of the balloon in general.
• The concept of constraints as they impact a system is very closely related to the above point. Regardless of where one may be in an organization, providing a service or fulfilling support, all individuals operate within a system. Ignorance of the reality of a system is just naive. One process, one individual, or one team can only be as good as the constraints placed on it by the system.
  
• Leadership, though vital to the successful adoption of any process framework, is not sufficient. Motivation for improvement must be integrated into the overall program and ultimately the fiber of the organization.
  
• Maintaining focus, momentum, and energy throughout an improvement program requires clarity. Clarity as to why we're doing this. Clarity as to what this means to me. Clarity as to how what I do today impacts the overall organization.
  
• Measurement is essential. You've heard the adage, now excessively over used. You can't improve what you cannot...what...?
• Uncertainty must be eliminated! How is it possible to eliminate uncertainty? And what uncertainty are you talking about? Process owners must feel they are working in a culture that is open to change, willing to support the entrepreneurial spirit, and will not condemn those who are working with a sincere commitment to the organizational objectives.
• Process owners must believe in and trust management. Sorry management. If your people do not trust and believe you, their efforts will lack heart and commitment. They will always be looking over their shoulder rather than forward.