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"...minute
changes in "input" to the use of technology as a business
tool can have far-reaching effects on the overall success and profitability
of the business." |
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The “Butterfly
Effect” of the Chaos Theory
The Butterfly Effect is a theory developed by mathematician Edward
Lorenz to describe the impact of small inputs on complex systems.
To illustrate his theory, Lorenz theorized "the flapping of a
single butterfly's wing today produces a tiny change in the state
of the atmosphere. Over a period of time, the atmosphere actually
diverges from what it otherwise would have done. So, in a month's
time, a tornado develops that devastates the coast of Indonesia. Or
perhaps, because of the butterfly's wing, the tornado never happens."
This "Butterfly Effect" is at work today in our Information
Technology systems and in our use of technology as a tool to further
business objectives. As a company grows, its Information Technology
needs become much greater and the systems required become more complex.
As a result it can be seen that minute changes in "input"
to the use of technology as a business tool can have far-reaching
effects on the overall success and profitability of the business.
Consider these examples of the Butterfly
Effect at work:
| Example (1) |
A sales presentation
is scheduled with an important prospect, the laptop acts up
at the worst possible moment and the attempt to get technical
support from the home office is delayed due to ineffective support
tools and processes. The presentation does not leave a good
first impression… |
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| Example( 2) |
The Assistant to the Chief
Executive is preparing a presentation for her trip to visit
investment firms starting tomorrow. They have run into a snag
making last minute updates because the other assistant who helped
with the technical aspects has gone for the day and is unreachable.
They have found that the company helpdesk does not know MS Project
very well... |
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| Example (3) |
John in Finance is working
on a tight deadline to finalize his forecasting analysis when
Jane from the Accounting group interrupts him with an urgent
cry for help in fixing her financial model in Excel. She was
trying to create a macro to streamline her work and it isn't
working. After an hour John has helped Jane fix the macro and
can finally return to his analysis… |
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| Example (4) |
Bill, the network administrator,
spends several hours setting up new network and email accounts
each week when he would rather be investing his time and effort
on a project to increase the stability of the network and other
systems. |
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| Example (5) |
At the Acme Company the Information
Technology department keeps getting over-run by support calls.
There are projects requiring their efforts but due to their
workload they are unable to assist as they would like. A new
business opportunity may be affected because they are unable
to help develop the systems necessary to support the opportunity. |
A properly run and strategically focused helpdesk is the catalyst
that optimizes the use of business tools such as computers and software
applications. This will assure that the "small changes"
in the complex system of business operations result in positive impacts
on the organization.
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