Businesses seeking to achieve higher levels of performance are always looking for ways to improve process efficiency. IT leaders must do the same. Improving the quality of IT applications may, for example, be achieved through the use of automated testing tools.

Another example of a challenging process change is the implementation of formal project management processes to eliminate major unexpected delays in project delivery. The deployment of new applications like CRM, ERP, and BI will only deliver major benefit when their implementation is associated with changes to associated business processes.