Case Study: Hefty Hardware

The Hefty Hardware case study presents multiple critical issues that will impact both short-term and long-term growth and development of the company. The first issue is the communication gap and lack of integration between stakeholders in business and the Information Technology division. The second critical issue is the lack of shared knowledge and each department working on projects in essentially silos. The third critical issue is internal company politics driving the executive-level decision making process. Solutions to the above issues will need to be addressed with utmost urgency to ensure Hefty Hardware’s foothold in the marketplace.

1. Overall, how effective is the partnership between IT and the business at Hefty Hardware? Identify

the shortcomings of both IT and the business.
It is obvious from the case study that there is a large communication gap between IT and the business stakeholders. There is also a disconnect between how IT is being leveraged to achieve the overall strategic objectives of the organization. This becomes evident with Cheryl’s (VP Retail Marketing) comments about IT not knowing what they’re trying to achieve by implementing the Savvy Store program. A solid relationship between IT and business is an extremely important building block for any organization in today’s day and age and Hefty Hardware seems to be lacking that partnership.
From the IT point of view, Hefty Hardware is devoid of liaisons between the business and the technical stakeholders.

This causes no information being shared from one department to another and often leads to no common ground between the two sides in critical meetings. The IT department spends too much time explaining the technical aspects of the project to the business stakeholders who don’t have the technical knowhow to contribute or respond. This leads to ineffective meetings and eventually goals not being accomplished. The IT executive sponsorship also needs to take the lead in bridging the gap between their department and business. The opportunity presented by Glen, the COO, to take IT folks on a road show to make them understand the business processes is an excellent example of executive sponsors taking the lead to build a better

partnership.
From the business point of view, Hefty Hardware’s business stakeholders need to do a better job of explaining the business processes and the value being added by a certain project to the IT stakeholders. Business also needs to increase its IT inclusion in important strategy meetings and allow IT to drive some of the organization’s strategic goals. Having weekly update meetings will allow for strengthened communication and reduce political differences between the two sides.

2. Create a plan for how IT and the business can work collaboratively to deliver the Savvy Store program successfully.
The first and foremost thing that IT and business need to do is to create a common language.

Everyone in the organization, including stakeholders from both IT and business, need to understand the ultimate goal of the Savvy Store program, how the program is going to add value to the company and the urgency with which the project needs to be successfully implemented. Instead of treating this project solely as a technical software implementation project, it needs to be treated as a transformation effort in increasing the customer satisfaction for the company. Hiring experienced IT/Business Liaisons, who know both sides of the project, will not only increase the partnership between IT and business but will also, increase the flow of information. The project team members must also be cross trained, share knowledge and provide updates via weekly meetings. These meetings must have a defined agenda and should not be driven by only the technical details of the project. For the Savvy Store program delivery to be successful, executive leadership also needs to put aside politics and set an effective decision making process.

Hefty Hardware needs to adopt the mantra put forward by MIT’s George Westerman- “Lead the technology- don’t let it lead you. You want to think about how your company is going to be difference because this is here? And then, put in a framework, so you’re not just implementing the technology, you’re actually pushing your company forward in a different way, because the

technology is here.”