The Transition to an Engagement Model That Activates Sustainable Business Outcomes
As the business environment becomes even more competitive, the current IT trend toward the Outcome-based Engagement Model of Managed Services is poised to serve organizations well into the future. New Normal Catalysts are leading the way. Are you a New Normal Catalyst?
The phrase “New Normal” was coined because the economy emerging from the 2008 financial crisis is fundamentally different than the market we knew before. More than just a regular business cycle, the New Normal represents a basic restructuring of our economic order.
IT is undergoing a paradigm shift as part of this restructuring. Traditionally seen as a cost center, IT is being challenged to take a more integrated role in corporate growth initiatives as a pivotal business growth enabler.
I play chess, and growing up in India my childhood idol was
GM Viswanathan Anand, who just happens to be the current world
chess champion. When I was a kid, he was the role model in chess
for every Indian. I used to watch him and recreate his games, and
I read every interview he gave. His passion for the game was
infectious.
In any endeavor – whether it's business, sports or chess – the
players with the most passion will rise to the top. They will
be the ones to spend more time studying strategy, honing skills,
analyzing opponents and practicing.
Likewise, from my experience, the single biggest differentiator
between success and failure in a BPO relationship is passion.
A BPO partner who doesn't have a passion for the customer's business
and industry will not be able to execute at the highest level.
We've talked about the endless possibilities for CIOs, and how
disruptive innovation is the key to realizing those possibilities.
But at the core of everything is your team. Are you – and the
people working with you – able to support and advance your
efforts to be disruptive?
In my article "The New Normal,"
I talk about building a team of change leaders. If you're the
team leader – whether as CIO or in another role – it's up to you
to set the example. It's up to you to recognize and cultivate
the skills that are required in today's New Normal.
We know disruptive innovation when we see it: iTunes, Netflix,
pocket calculators, the PC.
But considering what "disrupt" actually means, it's easy to be
intimidated. Webster says to disrupt is "to throw into disorder
or confusion. To interrupt or impede the usual course or harmony
of. To rupture."
It sounds painful, especially compared with "safer" innovations.
There are three types: Traditional innovation,
Evolutionary innovation and
Disruptive innovation.
Possibilities don't always present themselves as possibilities.
In fact, often they're disguised as problems.
I came to California straight out of college and purchased a
36-foot trawler in King Harbor Marina within two weeks of
arriving. I have plenty of boating experience on a lake. But I
had never piloted an ocean-going vessel. My first challenge came
before I even hit the water - insurance companies didn't like the
idea of insuring someone with no ocean experience. After many
calls, I finally found someone who would take a chance on me.
That boat was my home for the next five years. Since then I've
captained crews all over the world.
