Don't Organize in the Middle of Chaos

"So where is the problem?" I am asking impatiently and beginning to suspect what answer I am going to get.

"The thing is that sometimes we need to go around the system. It works well but then the boss comes and says that we have an important customer who needs to resolve something quickly. We have no time to go through the usual approval process. We are not able to calculate the cost quickly enough, yet production is initiated right away. The new system is supposed to handle everything according to a defined process with no exceptions. So we take good old paper forms from a drawer and do it the old way."

"It means that some things don't go through the system and there is a mess, isn't there?" I am nodding apprehensively.

"No, not like that! The production manager monitors work progress according to the database so we subsequently enter the information from the papers to the computer. We do about 20 % of all cases twice. Once on paper and second time in the system to 'feed the wolf'."

There was a short pause during which I was thinking what should have been different.

The above example describes one of the reasons why information system implementations in companies sometimes fail or why they don't achieve expected goals, which are always either reduced costs or increased productivity of work.

If there is a process in a company that is burdened with too many exceptions, we cannot simply automate it without minimizing the exceptions. Paper and people can somehow deal with the exceptions but it is much worse with the information system. System designers are sure to confirm that providing for exceptions that exist practically takes most of the time necessary for development of a solution.

If we want to automate processes by introducing new information systems, we have to deal with current process exceptions first. When discussing it with employees, pay attention to the following sentences:

• We do it like this, except when....
• This information is enough for us but Frank needs this in addition.
• When we don't chase deadline, we use this.
• Data mostly comes confirmed.

Exceptions can create some chaos in a company and if we design a perfect system that will assume working in perfect environment, introduction of a new system can turn into a nightmare.

Each exception we encounter has to be handled first by trying to eliminate it. It means that we can ask:

• Is the exception necessary?
• Is it an exception that applies only to negligible percentage of customers?
• Can the exception be eliminated using a more standard procedure? etc.

If the exceptions are impossible to eliminate, either by changing the process we are automating or changing subsequent processes, then we have to support the exception in the implemented information system. As implementation of exceptions demands a lot of energy, we always have to consider whether it is better to handle them outside of the system or to implement them in the system or to change company operation enough to eliminate them.

Most of the exceptions in company operations are brought in by your own customers. It is them who need services delivered in a different way every time and mostly right away. Unfortunately, you cannot eliminate your customers but you can try to manage them effectively.