Previously published in Network World, August 19, 1996.
Rip up that paperwork

By Douglas Welch


08/19/96
     Anyone who has sought or supplied network support has stories to tell
about paperwork. While users may blame the network staff for their troubles
on this front, it is often upper management that causes the extra work.
     In these days of downsizing and insecurity, network managers are often
forced to justify every single action, be it a personnel decision or the
purchase of new equipment. This often means collecting hard data to show
exactly what tasks the network staff is performing or why the purchase was
justified.
     While collecting such data in itself is not wrong, it often becomes
more important to fill out the paperwork and create status reports than it
is to actually solve a problem and get users back to work.
     Sure, some of the forms are good and ensure that accounts are created
properly, equipment is configured and maintained correctly, and
productivity is enhanced. Examples include a well-designed new user form
that collects all the necessary information in one succinct piece of paper,
or regularly updated maintenance and configuration logs that help the
network staff track changes and additions to the network.
     But often the forms create paperwork that fails to have any redeeming
value. This includes poorly designed forms that are difficult to fill out
or require numerous approval signatures, written requests to get action on
a typical support call and lengthy justification forms for equipment
purchases.
     New equipment justification forms can sometimes turn into cruel and
unusual punishment. Unable or unwilling to make the justification to upper
management, network groups push the onerous task onto their users.
Unfortunately, users lack the knowledge or expertise to make the most
persuasive written argument for new equipment. This lack of support from
the network group is often taken by management as proof that the new
equipment was unnecessary, making the justification an exercise in futility.
     There are ways to ensure that the network group has the information it
needs to provide good service and track its productivity without adversely
affecting the productivity of its users. Most of the actions you can take
will eliminate paperwork or at least automate it (see graphic).
     You should question the value of every existing form and eliminate the
ones that don't help users become more productive. Remember, the network
was created to allow employees to work effectively and generate income, not
paperwork.
Douglas E. Welch is a freelance writer and Consultant in Van Nuys, California. He can be reached at dewelch@earthlink.net or http://www.earthlink.net/~dewelch/