Structuring organizational behavior (as discussed in Chapter 5) and business processes (as discussed in Chapter 6) to properly execute your organization’s chosen business strategy (as discussed in Section I) requires your information technology to properly support the following:

• e business processes designed to create customer value • Tools to track and report KPIs for outcome measures and perfor-

mance drivers • Event management capabilities to de—ne KPI performance thresh-

olds and set up alerts • Exception management control processes to manage anticipated

events using prescribed activities and tasks • Resolution management control processes guiding the workforce to

interpret unanticipated events and make decisions about how best to act

• Managing alerts to ensure relevant stakeholders engage timely responses

• Periodic, ad hoc, and on-demand reports necessary to empower and motivate the workforce and track achievement of outcome measures, performance drivers, collaborative objectives, and overall strategic objectives

As a leader or manager of your organization, you may or may not have a good understanding of the so¢ware and technology used to run your business and whether it can support such capabilities. What follows is intended to help you review, assess, and understand the capabilities and limitations of your information technology. is knowledge is important

because what your systems can and cannot do directly in£uence the return on investment from any proposed business process redesign and, consequently, your decision on how best to proceed.