Who Is Accountable for Telecom Management Results?
The single greatest inhibitor to optimal enterprise telecom management performance is the lack of established accountability for performance results; a single accountability owner for all telecom management results is required. Challenging this goal are work group siloes with diverse task objectives that are not fully aligned with a unified strategy.
The typical enterprise telecom management practice has several work streams across multiple work groups. The very nature of a practice’s components makes singular accountability difficult to establish. There’s often a financial owner accountable for budgeting and payables, a technical owner accountable for systems design and integration, and one or more operational owners accountable for service ordering and user support. To complicate the accountability picture, contract management, vendor management, sourcing, and procurement activities may have different owners in different work streams.
Whenever multiple work stream owners accountable for performance results are involved in a defined business practice, it’s important for individual owners to be aligned to a strategy supported by complementary execution. A single telecom management practice owner offers a single voice to guide various work groups in concert towards the common goal – business performance results. When single accountability is established, efficiency across work groups and within work streams increases as duplicative efforts are eliminated and efforts are calibrated against objectives.
As your organization explores opportunities to improve overall telecom management performance, to align the telecom environment with business objectives, or to increase the strategic business value of the telecom estate, ask the question ‘Who is accountable for telecom management results?’. If the answer to that question is not clearly articulated by every resource involved in your telecom management practice, then your next step is clear – establish a single accountability owner to lead, support and unify the practice.
Timothy C. Colwell is a telecom management industry thought leader exploring the impact of technology as a business accelerator and social capital enabler.