Lai advised IT managers to spend more time with internal users and customers of the company. He personally sits on all major project steering committees and makes time to meet with users to hear about their plans and business goals. The IT teams are regularly involved in business planning sessions to review needs and ongoing trends. "We actively plan with the business on their next moves rather than wait for formal requests," said Lai. "IT strategy must be part of the overall business strategy and therefore be developed in conjunction with the business."

Lai has insisted his project managers sit with the business and perform business relationship management roles to work with their business counterparts to identify opportunities for improvement. Once those needs are established the number one goal for these managers is to deliver the solutions with sound project management.