Developing the strategy, selecting the technology, and implementing technology are all complex tasks – but for many organizations, the on-going management of tech-enabled services lines is most challenging. And the reason is simple – far too many of them “implement and forget” out of the misguided notion that adopting the correct technology is the same as correctly using it. But getting the strategic leverage from tech investments in our tech-enabled era requires the use of metrics in management, new roles for supervisors, and expanded vision by the executive. This is a culture change that takes commitment from all levels . . .