Combining Low-Code/No-Code with Noncompliant Workarounds to Overcome a Corporate System's Limitations
Robert M. Davison, Louie H. M. Wong, Steven Alter
This study explores how employees at a warehouse in Hong Kong utilize low-code/no-code principles with everyday tools like Microsoft Excel to create unofficial solutions. It examines these noncompliant but essential workarounds that compensate for the shortcomings of their mandated corporate software system. The research is based on a qualitative case study involving interviews with warehouse staff.
Problem
A global company implemented a standardized, non-customizable corporate system (Microsoft Dynamics) that was ill-suited for the unique logistical needs of its Hong Kong operations. This created significant operational gaps, particularly in delivery scheduling, leaving employees unable to perform critical tasks using the official software.
Outcome
- Employees effectively use Microsoft Excel as a low-code tool to create essential, noncompliant workarounds that are vital for daily operations, such as delivery management. - These employee-driven solutions, developed without formal low-code platforms or IT approval, become institutionalized and crucial for business success, highlighting the value of 'shadow IT'. - The study argues that low-code/no-code development is not limited to formal platforms and that managers should recognize, support, and govern these informal solutions. - Businesses are advised to adopt a portfolio approach to low-code development, leveraging tools like Excel alongside formal platforms, to empower employees and solve real-world operational problems.
Host: Welcome to A.I.S. Insights, the podcast at the intersection of business and technology, powered by Living Knowledge. I’m your host, Anna Ivy Summers. Host: Today, we're diving into a fascinating study titled "Combining Low-Code/No-Code with Noncompliant Workarounds to Overcome a Corporate System's Limitations." Host: It explores how employees at a warehouse in Hong Kong used everyday tools, like Microsoft Excel, to create unofficial but essential solutions when their official corporate software fell short. Host: To help us unpack this, we have our expert analyst, Alex Ian Sutherland. Alex, welcome back. Expert: Great to be here, Anna. Host: So, Alex, let's start with the big picture. What was the real-world problem this study looked into? Expert: It’s a classic story of a global headquarters rolling out a one-size-fits-all solution. The company, called CoreRidge in the study, implemented a standardized corporate software, Microsoft Dynamics. Expert: The problem was, this system was completely non-customizable. It worked fine in most places, but it was a disaster for their Hong Kong operations. Host: A disaster how? What was so unique about Hong Kong? Expert: In Hong Kong, due to the high cost of real estate, the company has small retail stores and one large, central warehouse. The corporate software was designed for locations where the warehouse and store are together. Expert: It simply couldn't handle the complex delivery scheduling needed to get products from that single warehouse to all the different stores and customers. Core tasks were impossible to perform with the official system. Host: So employees were stuck. How did the researchers figure out what was happening? Expert: They went right to the source. It was a qualitative case study where they conducted in-depth interviews with 31 employees at the warehouse, from trainees all the way up to senior management. This gave them a ground-level view of how the team was actually getting work done. Host: And that brings us to the findings. What did they discover? Expert: They found that employees had essentially turned Microsoft Excel into their own low-code development tool. They were downloading data from the official system and using Excel to manage everything from delivery lists to rescheduling shipments during a typhoon. Host: So they built their own system, in a way. Expert: Exactly. And this wasn't a secret, rogue operation. These Excel workarounds became standard operating procedure. They were noncompliant with corporate IT policy, but they were absolutely vital for daily operations and customer satisfaction. The study calls this 'shadow IT', but frames it as a valuable, employee-driven innovation. Host: That’s a really interesting perspective. It sounds like the company should be celebrating these employees, not punishing them. Expert: That’s the core argument. The study suggests that this kind of informal, tool-based problem-solving is a legitimate form of low-code development. It’s not always about using a fancy, dedicated platform. Sometimes the best tool is the one your team already knows how to use. Host: This is the crucial part for our listeners. What are the key business takeaways here? Why does this matter? Expert: It matters immensely. First, it shows that managers need to recognize and support these informal solutions, not just shut them down. These workarounds are a goldmine of information about what's not working in your official systems. Host: So, don't fight 'shadow IT', but try to understand it? Expert: Precisely. The second major takeaway is that businesses should adopt a "portfolio approach" to low-code development. Don't just invest in one big platform. Empower your employees by recognizing the value of flexible, everyday tools like Excel. Expert: It’s about creating a governance structure that can embrace these informal solutions, manage their risks, and learn from them to make the whole organization smarter and more agile. Host: It sounds like a shift from rigid, top-down control to a more flexible, collaborative approach to technology. Expert: That's it exactly. It's about trusting your employees on the front lines to solve the problems they face every day, with the tools they have at hand. Host: So, to summarize: a rigid corporate system can fail to meet local needs, but resourceful employees can bridge the gap using everyday tools like Excel. And the big lesson for businesses is to recognize, govern, and learn from these informal innovations rather than just trying to eliminate them. Host: Alex, this has been incredibly insightful. Thank you for breaking it down for us. Expert: My pleasure, Anna. Host: And a big thank you to our audience for tuning in to A.I.S. Insights. Join us next time as we continue to explore the ideas shaping our world, powered by Living Knowledge.
Low-Code/No-Code, Workarounds, Shadow IT, Citizen Development, Enterprise Systems, Case Study, Microsoft Excel
