Refine Processes and Then Apply Technology
It is imperative that processes be refined to the point where they are as efficient and effective as possible prior to applying technology. Many businesses buy technology with hopes of enhancing efficiency simply by putting it in place. Two things sometimes happen; 1) the technology ends up driving the process and/or 2) the process becomes more complex or inefficient. It is critical that the process be driven/defined by customer needs and the strategic plan rather than by technology. And the process should be as "clean" as possible before assessing how technology might be applied to enhance the process.