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Transforming IT Culture. How to Use Social Intelligence, Human Factors, and Collaboration to Create an IT Department That Outperforms. Wiley CIO

  • ID: 2329302
  • Book
  • April 2013
  • 224 Pages
  • John Wiley and Sons Ltd
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Praise for Transforming IT Culture

"Frank Wander knows what many CIOs have only sensed the human factors of an IT culture matter far more than processes, hardware, or applications. His wisdom is at once simple and revolutionary, and he provides a 21st–century blueprint for high–performing IT organizations."
Lon Zanetta,Retired CIO, Federal Reserve System

"Technology leaders are quick to admit that the ′soft skills′ of people management are often the hardest to master. In Transforming IT Culture, Frank Wander draws on his many successful years as a corporate chief information officer to provide an incredible resource for unlocking the creative talent hidden away in your IT department."
Maryfran Johnson, Editor in Chief, CIO Magazine & Events

"We are entering a new era for IT organizations.It is an era defined not by technology or even process, but by the most important asset the IT organization has always had at its disposal: its people. Call it human–centric IT. It will usher in an era of exponential productivity for IT executives and leaders who embrace Frank Wander′s call to action. If you are ready to become a true 21st–century IT leader, then Transforming IT Cultureshould be at the top of your reading list."
Charles Araujo, Founder & CEO, The IT Transformation Institute; author of The Quantum Age of IT: Why Everything You Know About IT Is About to Change

"This book will unlock your thoughts so you can think differently and apply the concepts in a self–help type of way. It encourages you to analyze behavior and leverage these behaviors to transform the culture of your IT organization. I especially enjoyed the chapter entitled ′The Unseen Art and Emotion of IT′with comparisons to the art of music a heartfelt tribute to the art of this great profession, given the many challenges it presents."
Pamela J. Stenson
, Senior Vice President & General Manager, CIO Executive Council

"Frank Wander shines a bright light on the most important element of success as a 21st–century leader taking good care of our people and creating a social construct where they can collaborate and thrive. The lessons learned from experience and years of research into human motivation and behavior combine to provide a set of clear prescriptions for leading organizations that are relevant, whether you are focusing on IT or any other part of the enterprise."
Warren Kudman, VP & Chief Information Officer, Sealed Air Corporation

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Introduction 1

The Passing of an Era 2

A New Era Brings a New Focus 3

A Quick Book Tour 6

Note 10

CHAPTER 1 A Shining Light: The Blind Spot Revealed 11

A Race to the Bottom 12

Human Understanding Enters the Workplace 13

We Have Been Taught Not to See or Feel 15

Unlocking Human Potential 16

Dawn of a New Productivity Model 17

Working Social 19

The Social System Is the Factory 20

Notes 21

CHAPTER 2 Corporate America s IT Organization: Failure Is All Too Common 23

Still Broken after All These Years . . . 24

Unfortunately, the Truth Is Worse 29

If We Would Just Embrace and Trust Our People . . . 30

Offshore Outsourcing: A Deeper Look 33

Notes 36

CHAPTER 3 Workers as Machines: A Social Pathology 37

He s a Good Hand 37

The Machine Age: Still Felt Today 38

Birth of Corporate Easter Islands 41

Our Human Resource Practices Remain Primitive 41

Selectively Continue the Past; Fully Embrace the Future 43

Notes 44

CHAPTER 4 The Unseen Art and Emotion of IT: The Acme Inc. Philharmonic Orchestra: Knowledge as Notes, Leaders as Conductors, Programmers as Composers 45

A Product of Mind and Emotion 46

Limitations of Language and Our Resultant Inability to Communicate 50

Social Cohesion and Conceptual Unity 52

And the Instruments Keep Changing 56

The Encore. A Callback. Bravo! 57

Note 57

CHAPTER 5 Case Study: An Unproductive State of Mind: Toxic Leadership and Its Aftermath 59

Toxic to Competitive Advantage 64

Conclusion 64

Note 66

CHAPTER 6 What Are We Waiting For? Applied Science at Work 67

Hawthorne Studies 68

Pygmalion in the Classroom 70

Empathy, Caring, and Compassion 71

Organizational Citizenship Behavior 74

Mood Is Contagious 76

Limbic System 77

Maslow: Humanism in the Workplace 80

Working Memory 84

Mirror Neurons 85

Other Thoughts 87

Notes 87

CHAPTER 7 Empathy and Compassion: The Socially Cohesive and Resilient Organization 89

The Toxic Handler: Empathy and Compassion in Action 90

Dysfunctional Organizations Have Less Time for Compassion 92

Empathy and Compassion: A Research Perspective 93

Notes 96

CHAPTER 8 Designing a Collaborative Social System: Working Social: How the Right Culture Unlocks Productivity 97

Designing Collaborative Social Systems 98

Why a Collaborative Social System Matters 103

Notes 106

CHAPTER 9 The Social Compact: Organizational Citizenship Behavior 107

Living the Values 108

Shaping IT: One Interaction at a Time 110

Courtesy Is Contagious 111

Giving versus Getting 119

Citizenship Performance 120

Notes 122

CHAPTER 10 The Servant Leader: Prosocial and Authentic 123

Opening Night 124

Using Social Intelligence and Caring to Lead from Below 125

Conducting Styles 127

Servant Leadership in IT: Giving Credit While Silently Helping Drive Group Success 128

Academic Views 131

Moving the Group from I Get It to I See It 133

Notes 135

CHAPTER 11 Social and Emotional Intelligence: The Organizational Canvas Meets the Social Paintbrush 137

Personal and Social Competence 138

Sogence in Action 140

Understanding Expression: A Social Skill from Our Past 142

Good Vibrations: The Right Social Sentiment Energizes a Performance 144

Notes 150

CHAPTER 12 Designing an Innovative Culture 151

Talent and Mood 152

The Human Factors 153

Build a Culture of Creativity 154

CHAPTER 13 Workforce Planning: Maximizing the Productivity of Your Talent Today and Tomorrow 157

Workforce Planning Gap 158

Goals and Process 160

Context Diagram 161

Outsourcing and Offshoring 164

Notes 172

CHAPTER 14 How to Successfully Transform Your Organization: Putting It All Together 173

High–Level Outline 175

Best Practices in Detail 185

Conclusion 187



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Frank Wander
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