Updates from June, 2011 Toggle Comment Threads | Keyboard Shortcuts

  • Joe Wichowski 10:03 am on June 24, 2011 Permalink | Reply

    Skip the drama, and help your team get to work! 

    We’ve all had it before. Something happens at the office, “The Event” – a customer has a complaint, a project gets off track, or employees aren’t getting along because “so-and-so said such-and-such”.

    As an entrepreneur, I believe that my teams’ healthy reaction to these events is critical to the success of our company. These events need to be self-healing, self-resolving. I cannot ignore them, yet I cannot be the person to drive the change necessary when they come up.

    Recently, John Drury, from The Inside Out Edge (http://insideoutedge.com), provided me with a tool that I found extremely useful in helping my team understand the Event process, and how best to skip the drama and get to the Work that will truly resolve the Event.

    Event Resolution
    Event Resolution

    Essentially, around everything we do, there is an inevitable “Event”. This could be a project that is not being delivered up to standards, a customer complaint, co-worker’s not working together, and so on. The Event almost always leads to the “Reaction” – complaining, explaining, criticizing, blaming – none of which is healthy or helpful. The Drift of this Reaction takes us away from something that can truly help resolve the Event – documenting “why”, improving on the process, and moving forward.

    Although it is difficult to totally eliminate the Reaction phase, I believe it is possible for teams to “squash” it, and instead quickly get to the “Learning” phase – the place where we are open to the information the Event is telling us. It allows us to get as much data as possible, and process it, in order to move on to the most important part – the “High Impact Work”. The Work is the place where we actually make the improvement, on behalf of ourselves, our customers, and our co-workers.

    I think it has great implications in our everyday work environments. I have coached my team to use this tool anytime they identify an event occurring – to be aware of it, and learn from it quickly. It is posted in everyone’s work-cube; it is reviewed at every project closure meeting. I feel it gives my team a good process to focus on what is truly important when an Event occurs within my company, and allows us to rapidly get to The Work, for the benefit of our customers and our work environment.

  • Joe Wichowski 7:54 pm on June 12, 2011 Permalink | Reply
    Tags: , Support   

    Information Week had an article this week  detailing the present rate of Legacy Support (75%) versus New Services/Capabilities (25%) that enterprise budgets face.   Its sad, especially when you consider the fast rate of change IT has seen in the last few years – SAAS, PAAS, Cloud Solutions, and so on.  How can companies leverage these technologies if over 75% of their budget is locked-down just dealing with everyday support?

    Now more than ever, I think it is important for companies to review their overall IT budgets and ask the question “could we outsource this support”.  What level-of-service agreement would we require?  What turnaround time on issues would we demand?  What would it cost for someone else to do this?

    At EBIZ, we do just that.  By partnering with our customers, we not only help them take advantage of new technologies and capabilities, but we also off-load their legacy support of systems; often with a higher rate of service to their users, for less than the cost of dedicated on-staff resources.

    As we leave the “Great Recession” behind, I believe it is now more important than ever for all companies to find solid partners – one’s that will step-up, commit to a high service level, carry these legacy costs on their back, and allow companies to focus on what really matters most – growing and expanding market share.

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