ASIA the current state and to put in place a process for ongoing measurement of maturity in capability . It was important to bring together both empirical data and customer perception . “ At the start we received the brutal facts about our performance ” Carvell says . “ However , there was support for our continued willingness to treat feedback as a gift , and to learn from that ”.
It soon became clear that information management was in many ways disconnected from the business and was not prepared to meet demand unless structural changes were applied . Taking a step back to observe , it became clear the IM team spent most of it ’ s time firefighting . There was little specialisation and while there was tacit knowledge of technical solutions , the frequent outages were symptomatic of being out of control .
The first financial year objective was therefore to stabilise operationally , and included a program of technical changes . These tactical steps were carefully chosen to upgrade foundation services as soon as possible . The drive to stabilise as quickly as possible allowed a return to
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