Technology is expected to enhance productivity
Most business cases for technology investments include “productivity gains.” Even when no formal business case is created or communicated, users, managers, and executives implicitly expect that new technology will make their lives better.
However, many organizations spend money on technology as if it were a lottery ticket—hoping they will win. We could consider technology investments to be calculated risks, but, unfortunately, that just doesn’t seem to be the case. Most investments in tech turn into mechanical implementation projects that result in more complaints than compliments.
The most common complaint about technology from the user community is that it kills productivity, exactly the KPI it aims to improve. There are two reasons:
- Poor maintenance and support