Tag Archives: Improve

Good News, We Have A Customer Complaint!

Posted on May 3, 2011 by Chris Niccolls

We’ve all had it hammered into us… improve services, eliminate complaints, make the customer happy. We all want to provide a service that makes our clients happy, and never receives a client complaint. If customer satisfaction has been your big … Continue reading →

Posted in Best Practices, Decision Making, Delivering Services, Improvement, Continuous or Not, Unique Ideas | Tagged , , , , , , , , , | Leave a comment

Is Quality Control A Waste of Time?

Posted on April 28, 2011 by Chris Niccolls

If we roll back the clock just a bit, the support services provided by most large corporations lacked any formal quality control. You had people who were dedicated to performing a function, but there wasn’t formal training or process controls. … Continue reading →

Posted in Best Practices, Decision Making, Improvement, Continuous or Not, Learning and Development, Unique Ideas | Tagged , , , , , , , , , , , | 1 Comment

Outsourcing Analysis Part III: Building Your Toolkit

Posted on April 26, 2011 by Chris Niccolls

For the last two blogs we have been building a tool to help you evaluate your current sourcing decisions, in other words where your staff resides and how they are employed (employees, temps, outsourced, etc.) to perform your business functions. … Continue reading →

Posted in Best Practices, Common Sense Contracting, Decision Making, Delivering Services, Improvement, Continuous or Not, Uncategorized, Unique Ideas | Tagged , , , , , , , | Leave a comment

Outsourcing Analysis Part II: That’s My Core?

Posted on April 25, 2011 by Chris Niccolls

In our last Blog we talked about how we source for a function, which is to say the process of deciding (and executing) the “how and where” a function is performed. In the last few years the movement has been … Continue reading →

Posted in Best Practices, Common Sense Contracting, Decision Making, Delivering Services, Improvement, Continuous or Not, Uncategorized, Unique Ideas | Tagged , , , , , , , | 1 Comment

Grime and Punishment: Why Best Practices Matter (Part II)

Posted on April 21, 2011 by Chris Niccolls

Yesterday we looked at CLI’s (Central Line Infections), a type of infection that results from the use of a Central line, the needle and flexible tube used to insert an intravenous drip bag. CLI’s are extremely dangerous and expensive, infecting … Continue reading →

Posted in Best Practices, Decision Making, Delivering Services, Improvement, Continuous or Not, Learning and Development, Uncategorized | Tagged , , , , , , , , , | 2 Comments

Tail Of The Dancing Rat: Exposing Services to User Scrutiny

Posted on April 18, 2011 by Chris Niccolls

Metrics are all around us, all the time. In fact, some of them are pervasive we forget that they’re metrics. 20 or 30 years ago, if you were in the mood for something to eat you might go to your … Continue reading →

Posted in Best Practices, Decision Making, Delivering Services, Improvement, Continuous or Not, Unique Ideas | Tagged , , , , | Leave a comment

A Cloud Story III: Leapfrogging Isn’t Just For Kids

Posted on April 15, 2011 by Chris Niccolls

Perhaps the most important outcome of Cloud migrations, the real game changer, is that Cloud services can level the playing field. This is not necessarily good news for service managers in big firms. Fortune 500 firms are largely in the … Continue reading →

Posted in Best Practices, Common Sense Contracting, Decision Making, Delivering Services | Tagged , , , , , , , , | Leave a comment

A Cloud Story II: Data With A Side of Miso Pork

Posted on April 13, 2011 by Chris Niccolls

Yesterday we spent some time going over a brief definition of the Cloud, some of its history and why everyone is scrambling to adopt Cloud services. Today, we’re going to take a practical look at what it means to the … Continue reading →

Posted in Best Practices, Common Sense Contracting, Decision Making, Improvement, Continuous or Not | Tagged , , , , , , , | 1 Comment

S’what’s a SWOT?

Posted on April 7, 2011 by Chris Niccolls

A lot of perfectly respectable management theory has been left to marinate in too long in strange acronyms and hard to remember buzz words. Good management doesn’t need to be complicated, and it doesn’t need a special language. There’s a … Continue reading →

Posted in Best Practices, Decision Making, Delivering Services, Improvement, Continuous or Not, Unique Ideas | Tagged , , , , , | Leave a comment

Cloud Watching…

Posted on April 6, 2011 by Chris Niccolls

There’s definitely a lot of talk about the Cloud, what it is and what it means for you. In fact, I recently viewed a YouTube video that stars a very animated Larry Ellison (Oracle’s CEO) opining on the definition of … Continue reading →

Posted in Best Practices, Common Sense Contracting, Decision Making, Delivering Services, Unique Ideas | Tagged , , , , , , | 1 Comment