1/8/2014

1

Being MoreCustomer Focused

=Better Level of Service

Mark Copeland

Being More Customer Focused = Better Level of Service

� I’d like this to be a brainstorming session, so throw out ideas even if

– You think they’re not feasible

– They’ve been shot down before

– You don’t think I’ll like them

� As our CIO said during the Q2 webcast

– “The IM strategy will build upon the business strategy. It is time to ensure that the IM strategy clearly aligns with and helps deliver the business strategy.”

– “… we have become too distant from the business.”

� What does it mean to be customer focused?

– An attitude and practice that places the business and IT in a partnership to achieve positive results

– Less interested in what the "metrics" say and more interested in the perceptions the business has of IT

– Customer focus is not simply focusing on the customer, but focusing on "what matters" to the customer and what will help make the business successful

1/8/2014

2

Being More Customer Focused = Better Level of Service

� We all need to better understand the business(es) we are supporting and the

business’ wants and needs

� What gets in the way of delivering a better level of service

– Inflexible rules, regulations, policies and procedures

– No authority to customize a solution to immediately resolve a customer problem, concern or complaint

– A lack of support, help or urgency from other teams or departments who do not deal with customers directly or who have conflicting priorities which do not include the customer

– Managers who enforce rules rather than look for ways to make it easier for customers to do business

� The main reason for the failure of most service initiatives is not employees’

unwillingness to deliver exceptional service, but managers’ unwillingness to

make the changes in their leadership practices, processes and procedures or

how they do business to reflect what their customers value

� You should be the face of IT for the sites you support

What Can We Do To Be More Customer Focused?

Example that happened yesterday

� Issue

– Department user wanted permanent admin rights to various computers instead of technician having to grant him temporary rights whenever necessary

� Resolution Agreed To

– Department user will be given contact information for others on team

– User will be able to call directly instead of calling the Service Desk first

– Once finished, user will contact the Service Desk and ask them to open a ticket and assign it directly to the person who just helped him

– We will readdress if this becomes problematic

� New Resolution to be proposed

– Department user will call Service Desk

– Gatekeeper will take ticket or assign to someone he knows isn’t busy

– If issue is truly urgent, user can contact technician or others directly

– Once finished, user will contact Service Desk…. (same as above)

1/8/2014

3

What Can We Do To Be More Customer Focused?

Your suggestions

� P

� L

� A

� C

� E

� H

� O

� L

� D

� E

� R

� S

What Can We Do To Be More Customer Focused?

My potential suggestions

� In locations where we have a tech physically present, spend more time at the

users’ desks instead of providing remote support for someone in your building

(Gatekeeper will continue to provide remote support when he can)

� Schedule a visit by the techs to each of the sites they support

� Have techs schedule a monthly call with the IT Liaisons of the sites they support

to discuss any outstanding and/or recent issues

� Service Manager should meet with each IT Liaison, either in person or via

phone, to officially introduce himself and ask what IT can help them with

� If production is down at a site, it is okay for the IT Liaison or Site Manager to call

us directly without having to open a Service Desk ticket first

� If a user contacts you directly and the issue is urgent, go ahead and help

him/her without a ticket and you can put in the ticket later; if the issue is not

urgent, it’s okay to tell the user s/he needs to open a Service Desk ticket