The fourth principle of Lean IT is about getting IT staff at all levels to really understand how IT is working in the customer environment: engaging service managers, doing site visits and observing customs to understand that they’re really doing with the IT.
They really need to start developing measurement systems internally that look at the customer external outcomes and they need to do measurements that link internal and external effects.
If you give people within the organization the right data to be able to interpret the effects of IT on the business, they’ll be able to make different decisions.
It’s about interpreting your customer data in order to improve the customer experience and the customer business outcomes.
Admittedly, that is not a role typically associated with IT but in Lean IT, it is fundamental to everybody understanding the customer outcomes.
Because the first principle of Lean even from the early days in manufacturing is to understand value from the customers’ perspective.
If you don’t get that right everything else that follows will have no better than chance to hit what the customer wants. and in todays business world, we want to be far better than chance.
This is about teaching everybody at every touchpoint what’s really going in the customer’s world, ringing that in and sharing it.
If you’re not doing that, its not Lean IT. Its just probably traditional IT done better.