expect an appropriate design and full support. If either of these
are lacking they are rightly angry.
The main challenges presented by the management of systems
and processes are:
■ their design does not take sufficient account of user needs
and is not user-friendly;
■ they no longer serve their original purpose;
■ their managers pay insufficient attention to developing them
to meet new demands;
■ support from technicians is inadequate;
■ line managers find them difficult to use;
■ they may rely heavily on a computer system which is prone
to failures;
■ they are clumsy, time-consuming and wasteful.
All these problems can be resolved if sufficient care is taken over
the design and maintenance of the system or process and if
proper training and support is given to users.
How to Manage Systems and Processes 189