Performance analysis and crisis management

Categories: APM, Governance, NPM

Performance analysis and crisis management by Frédéric Leteurtre, MIP Operations Manager

Did you know that 70% of employees are disengaged*?

How can you make action meaningful, particularly in times of crisis? How can you ensure your teams are united and the company’s image remains stable during a reorganization, transition or merger?

Companies are making more frequent changes in order to remain agile and responsive to market needs. But while they are reorganizing, restructuring or merging, who is making sure that employees and the end customer remain satisfied?

Governance is essential enough in periods of calm but absolutely crucial when the storm hits. Reorganizations, restructures, mergers or simply changes generate instability which may cause employees to feel disoriented and lose sight of the objectives. Information systems analysis is an often underestimated way of implementing effective change management. How?

1: Improves organization

Having a targeted and overall view of information system performance unifies teams in the understanding of their respective roles but also in moving in a common direction. For instance, when two companies merge, they both need to maintain good performance until the process is complete. Continuously monitoring the exposed services, applications, networks and infrastructures provides information about internal and external customer satisfaction through reference indicators.

2: Measures performance

A good measurement system can maintain good digital performance before, during and after the crisis situation. The idea is to keep looking in the right places to identify potential weaknesses, with the objective of streamlining and optimizing information processing.

But change management can also be required during technology transition periods such as when a company is planning to migrate applications to the Cloud. In this situation, continuous accurate measurements can be used to precisely target points requiring attention. They can also be used to choose the right supplier(s), which brings us to point 3.

3: Helps with decision making

In the event of a problem, an efficient service manager can take corrective action. He/she deals with concrete cases relating to networks or applications and can offer the company an overall view which defines fault situations over time.

  • An example of a geography-related problem: the Chinese firewall can cause data transfer issues.
  • An example of a technology-related problem: if software is installed in SaaS mode, slow areas need to be defined (particularly using business scripts). This means the customer can communicate clearly with their supplier about the type of solutions to provide. This view makes it possible to challenge internal or external suppliers in a fact-based way thanks to a trusted third party which provides guidance from experts who are in touch with your situation.

Because it systematically takes end customer satisfaction into account, this performance-based management method enables a common reference system to be created, providing a goal. And what better than a clear objective for steering you in the right direction? And let us look on the bright side: organizational changes involve establishing new rules and a new route so it is probably a good time to take a new direction!

This clarity of vision and direction is what your team members need to become more engaged in the company’s objectives.

 

*Source: Isaac Getz, Entreprise libérée