eTelic Inc. Helps Companies Reduce Technology Investment by Focusing on People and Processes First.

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70% of issues are people and process related, and only 30% are related to technology. Human Interaction Modeling, a new methodology, helps identify the people and process issues sooner.

Many business leaders look to the newest and most expensive technology to cure operational issues within their organizations, but IT and management consulting firm eTelic Inc. says that 70% of process failures are caused by people issues, not lack of new technology.

“IT often gets the blame for process and procedure failures but we have found that only 30% of operational issues are technology related,” said eTelic’s Rubi Gemmell, who heads the company’s Organizational Transformation practice, which counts the Department of Defense, U.S. Navy and several national and international companies as clients.

“In reality,” Gemmell explained, “the vast majority of operational challenges are directly related to issues among employees in the organization, but most managers avoid people and process issues because they tend to be more complicated. Technology is easier to deal with—they think they can simply buy a quick fix to solve the problem. In most cases, after spending substantial amounts of time and money for a cure, the problems surface again.” Gemmell noted.

So what’s the real solution? Gemmell says organizations need to take a holistic view of day-to-day work if they want to build the most effective and efficient processes and systems. Unfortunately, most people operate within silos of the organizational structure, and when challenges occur, they don’t look past their own vantage point. Taking a holistic view means pulling back the lens and looking at the organization as a whole. It’s about seeing how each department interacts with and affects each other.

“When you do this and look at how work flows from the time the salesperson first talks to the customer to the time the product ships, you may well find that the salespeople are making some unrealistic promises. In other words, you often discover that the problem in shipping has nothing to do with shipping. The real problem lies somewhere else in the organization, and what you’re observing is merely a symptom of the underlying issue,” Gemmell said.

eTelic’s Organizational Transformation practice addresses these people issues with a unique methodology called the Human Interaction Model. eTelic’s practice leaders have worked with large and small organizations in many countries, applying the Human Interaction Model to processes and work situations. In each of these cases, the model allowed for immediate clarity of what was working and what was not working. The Human Interaction Model provides organizations and individuals with a method and common language with which to communicate with others and bring quick resolution to any issues that surface.

Fundamental to the understanding of the structure of organizations is knowing that they are made up of networks of commitments which are centered on the satisfaction of the organization’s customers. To simply understand this network of commitments and discover when processes work and don’t work, we use the Human Interaction Model. Each instance of the model represents a single commitment. By connecting these commitments using the model and its visual presentation approach, all levels of an organization have the ability to:

  •     Become aligned around mission and goals
  •     Understand organizational roles and accountabilities
  •     Reveal areas of waste and inefficiency
  •     Establish standards for measurement and performance

“The bottom line,” Gemmell explained, “is that bad processes and systems can breed day-to-day problems between people and departments—problems that technology simply can’t fix. So if you’re ready to stop spending so much money on technology fixes only to have the same core business challenges remain unsolved, it’s time to consider a new approach to organizational problem solving that puts people first.”

In the process of assessing an organization’s operations, eTelic quantifies anticipated cost savings, productivity improvements, client retention, enhanced employee satisfaction, and other strategic benefits, and provides business leaders with a potential financial return on the firm’s work. This approach helps companies gain a clear and simple view of its operations to maximize overall business results.

About eTelic Inc.
eTelic Inc. was founded in 2004 as a software development firm by former Intel and Oracle manager Mukul Paithane, and today the company provides a wide range of IT and management consulting services to government and commercial organizations nationwide. Based in Richmond, Va., eTelic currently employs more than 25 talented and experienced professionals focused on providing the most effective and innovative solutions for its clients’ operations. Primary services include custom software development, organizational transformation and business process improvement consulting, recruiting and staff augmentation, and prototyping solution Turanto.

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