IT “Wars”

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When implementing a new system in an enterprise there is often “war” between the personnel, the owner, the software vendors and the service organization. In a short material we will observe this process, because it is significant for the effective implementation and usage of the software products in the sphere of commerce and restaurants.


Parties and Their Positions

The main parties in this “war” are the personnel and the software vendors. The owners and the service firms are just intermediaries. To describe the essence of this IT war is necessary to analyze the position of every party. Personnel As a whole, the personnel of a store or a restaurant may not want the implementation of an Automated Management System. The personnel’s direct or indirect goal is to prevent this system from working. The staff feels that the existence of such a system limits their freedom and the opportunities for extra income. The personnel has two more arguments against the system:

  • In most cases they should learn something new;
  • Without a system or with an old one the methods of avoiding the control are already learned, while with the new system they should be careful and have to analyze how they can ‘beat the system’.

That is why in most cases the personnel is against the implementation of new IT system. Its position is really strong because the staff is in constant touch with the owners and can manipulate their opinion.

Software Vendors

The software vendors are technological firms, which study, analyze and prevent the processes in the form of computer systems. In most of the cases these specialists know about the activity of a shop or restaurant even more than the owner or manager. The reason for this is the experience, gained from lots of different situations in this kind of sphere. The software vendors are doing everything possible the system to be implemented in the most successful way. The ways in which they are fighting in the IT war are:

  • Sample implementations in similar objects and demonstration of resources
  • Solving concrete problems
  • Helping the owners for control and process optimization
  • Suggestions for process control

Software vendors are searching confederates in the face of the owners trough examples and explanation of the process.


In most cases the owners know what they need, but are subject to constant manipulation from the personnel. Examples of such actions are:

  • Complaints from the type: “This is not working”. In most cases the mistakes are from the staff but they rarely admit this.
  • Arguments from the type: “Through computer the work is slower”. This sentence is purely subjective and does not consider the fact that reports are quick and exact.

The system is inconvenient and cannot perform a particular function. In this way, with constant repeating the owners can agree with the personnel and in this way they are preventing the implementation of the system. This is wrong move, because the owners are protecting the people, who do not have advantage for control and management of a certain activity.

Service Organizations

Service organizations are the tech partners who actually implement the system. Although they know and manage the process, their position is unclear. Sometimes they defend the personnel. The most common arguments against implementing are:

  • Sympathy to the staff and disability to enforce the system
  • Constantly repeating non-existing problems
  • Improper construction of the system and hence its complex use
  • Inactivity in the presence of software or hardware problems
  • Improper adjustment of systems and excuses with a third party

As actions for implementing a system, the following can be pointed out:

  • Proper setup of the system and demonstration of its capabilities
  • Immediate reporting of errors of operators and measures for their elimination
  • Showing examples of the advantages of the personnel, the owners and the organization as a whole.

With all these actions the service organizations can help the personnel with his struggle against the computer system or to settle the disputes in favor of the effective computer management, while pointing the owners the positive result for the enterprise.

Methods of The Parties

The parties use standard methods in the struggle against the computer system. Usually they sabotage or present incorrect data for different functionalities, speed of the work and even subjective factors like the words: “I don’t like this”. With manipulating the owners or service organizations there are more allies against the implementation of the system. On their side, the software vendors are using persuasion and direct help when solving problems. In all cases, the software vendors are the party with most problems, because other parties can excuse themselves with others, but the guilt is always directed to the software vendors.


The win in the IT war is when the system works successfully and begins to demonstrate its functions. In this moment the owners can take a deep breath and can use the received information. The personnel experience some of the following changes:

  • Starts evaluating the system, which helps him in the work
  • Reconcile with the fact that they cannot receive extra income.

With the successful implementation of the system and the win in the IT war the results from the actions appear. The processes begin to automate and the control gives financial results.


Relatively rarely occur the moments when the staff convinces the owners of the inapplicability of a system or its inefficiency. In such cases the IT war is lost. Except the staff, there are no other winners, because even if the owners are content with the denouement, they do not have control on the action and they do not manage the processes. In this way the concepts “Win” or “Loss” are equal to the position and party of the owners.

“Iron” Position

More common are the owners with “iron position”. These are people who know their own interests and pursue the optimization of business. They work for every single penny, they constantly judge the situation. They are decided to implement a system for management and control, they do not make compromises. In this case the staff's opinion is not relevant, the service organizations and the software vendors follow the instructions to the most powerful party- the owner. In that way, the processes happen quickly and the results appear fast.


The processes described as IT war are very complicated. Every party is trying to fight for its position. All this results in the loss of time, effort and money.

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