Ranging from the Finch Report to managing so much more than information, our conversation made its way through risk, the definition of customers/clients, to icebergs and integration. Our SHR networking breakfast at Roast last week reminded me, not that I really needed it, that business is at the heart of every information service, regardless of sector. Helping the users control the business through effective management is key to not only survival but success. Is it possible to change a mindset by changing language? We looked at the words "customer", "client" and "product", their connotations and their use in different environments.
A common theme around the table was managing change and addressing the iceberg - that change can look nice at the top but the real change has to be in the business processes, underneath, in order for it to work. And in order to manage a programme of change in a business, how much do you need to know about the actual frontline service? We moved on to the topic of IT and the power they have had within organisations. I'll sign off with my favourite quote of the morning, with "they" being IT: "They look after the pipework; we manage the quality of the water."