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Providers and Customers Where you stand depends on where you sit

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Providers and Customers Where you stand depends on where you sit David J. Ernst--CIO California State University System EDUCAUSE Enterprise Technology Conference May ... – PowerPoint PPT presentation

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Title: Providers and Customers Where you stand depends on where you sit


1
Providers and Customers Where you stand depends
on where you sit
  • David J. Ernst--CIO
  • California State University System

EDUCAUSE Enterprise Technology Conference May
25, 2006 Chicago, Illinois
2
Outline
  • The Challenge
  • ServiceWhat and Why
  • Who are Our Customers?
  • Roles and Generations
  • Service Performance Framework and Assessment
  • What Can We Do To Improve?
  • Overview and Summary

3
The IT Service Challenge
4
IT and Service or IT vs. Service?
  • We got religion on customer service in late
    80s and early 90s
  • Lots of lip service has been paid to how IT is
    here to help
  • Have we improved the way our customers view and
    regard us?
  • Have we improved the way we view and regard out
    customers?

5
Service What and Why?
6
What is service ?
  • What do you think?
  • Service is

7
What is service ?
  • Examples Bank, local government, self-service
  • Within the organization
  • Up
  • Out
  • Down
  • Managing and meeting the customers expectations
  • Are expectations getting higher?

8
What is service ?
  • The activities needed to support customer
    interactions before, during, and after the
    purchase of products.
  • McGraw-Hill Online Learning Center
  • A function of an organization that interacts
    with customers, e.g. respond to inquires or
    complaints. Can also describe the positive
    attitude of an organization towards its client
    base, and taking active steps (as opposed to
    always Reacting) to improve product or service
    delivery.
  • Home-based Business Manual

9
Why does service matter ?
  • Why does it matter at your institution?
  • Why does it matter in your department?
  • Why does it matter to you?

10
Why does service matter ?
  • In higher education
  • Competition
  • Shrinking government funding
  • Students paying higher fees and charges
  • Increasing focus on responsiveness,
    accountability and quality
  • Educational outcomes
  • On a personal basis
  • Good service will help me get ahead

11
What inhibits an organization's ability to be
service-oriented?
  • Complex organizational structure
  • Attitude its not my job!
  • Attitude the customer is stupid
  • Lack of trained and empowered staff
  • Failure to understand customer needs
  • Difficult customers
  • Poor communication

12
Who Are Our Customers?
13
Who are our customers ?
  • Identify a key customer group?
  • What service(s) do you provide?
  • What are their expectations?


14
Who are our customers ?
  • External
  • Students undergrad, grad, new students, highly
    IT literate and not
  • Faculty and academic staff teaching, research
  • Management Deans, Dept Chairs, Sr Exec
  • Other staff admin, IT support in Faculties,
    customer facing
  • Internal
  • ITS or unit management
  • Other IT teams
  • Service Desk


15
Customers by Role Customers by Generation
16
Customers by Role
  • Faculty
  • Staff
  • Student
  • Alumni
  • General public
  • Boss
  • Peer
  • Subordinate

17
Getting to Know the Generations We Serve
  • Traditionalists Born pre 1946
  • Patriotic, loyal, fiscally conservative, faith in
    institutions
  • Baby Boomers Born 19461964
  • Idealistic, competitive, questions authority,
    desire to put own stamp on things, sandwiched,
    challenge institutions
  • Based on presentation by Lynne Lancaster of
    Bridgeworks

18
Getting to Know the Generations We Serve
  • Generation X Born 19651981
  • Eclectic, resourceful, self-reliant, distrust
    institutions, highly adaptive to both change and
    technology
  • Millennials Born 19822000
  • Globally concerned, integrated, realistic,
    pragmatic, cyber-literate, media savvy,
    environmentally conscious
  • Based on presentation by Lynne Lancaster of
    Bridgeworks

19
Service for Gen X and Millennials
  • Unforgiving about poor customer service
  • Expect service 7X24
  • Prepared to negotiate service relationship
  • Quality is very important, but cant ID it
  • Prefer on-line or phone business
  • Based on Center for Generational Studies Robert
    Wendover presentation

20
Service for Gen X and Millennials
  • Know that if you dont ask, you dont get
  • Work the system to obtain needs/desires
  • Careful observers of policy vs. practice
    differences
  • Constant communication with others provides high
    consumer awareness
  • Based on Center for Generational Studies Robert
    Wendover presentation

21
Service Criteria for Xers and Millennials
  • Accessibility
  • Available 7X24?
  • Someone always answers the phone?
  • How long will I wait on hold?
  • Meets Technology Expectations
  • Menu driven?
  • Helpful links to products and services?
  • Can get answers without speaking to someone?
  • Based on Center for Generational Studies Robert
    Wendover presentation

22
Service Criteria for Xers and Millennials
  • Anticipates customer needs
  • Predicted what can go wrong and prepared
    solutions in advance?
  • Simple to use
  • How many steps does it take?
  • Is customer being fit into providers system or
    the other way around?
  • Based on Center for Generational Studies Robert
    Wendover presentation

23
Service Criteria for Xers and Millennials
  • Empathy
  • Are reps friendly?
  • Does customer feel handled?
  • Are instructions user friendly?
  • Does customer feel like provider understands
    needs and problems?
  • Based on Center for Generational Studies Robert
    Wendover presentation

24
Service Criteria for Xers and Millennials
  • Delivers desired outcome
  • Does the customer get what he/she wants?
  • How hard does the customer have to work for good
    service?
  • Is there a folllow up once the solution is
    offered?
  • Based on Center for Generational Studies Robert
    Wendover presentation

25
Service Performance A Framework and Some
Assessment
26
The Balanced Scorecard
  • Developed by Kaplan and Norton (Harvard Business
    School)
  • Four measures of success
  • Financial
  • Internal Business Processes
  • Learning and Growth (employee)
  • Clients

27
I.T.Infrastructure Library (ITIL) and Service
Level Management
  • The goal for SLM is to maintain and improve IT
    service quality through a constant cycle of
    agreeing, monitoring and reporting on IT service
    achievements and instigation of actions to
    eradicate poor service in line with business or
    cost justification.
  • United Kingdoms Office of Government Commerce

28
ITIL and Service Level Management
  • Service Catalogue
  • Service Level Agreements for each service
  • Key performance indicators
  • Ongoing review (and negotiation) to improve
  • IT effort is aimed at those areas the business
    think is most important !

29
What Are We Using Today?
  • Are you using any kind of formal service
    framework and, if so, what?
  • Have you employed Balanced Scorecard?
  • What about service level agreements?
  • Surveys and focus group techniques

30
Recent Survey In CSU Hits Home
  • Survey done last year
  • Campuses asked to rate service of Chancellors
    Office system wide IT services
  • Part of Business and Finance performance
    measurement/quality improvement
  • Satisfied/Very satisfied
  • Dissatisfied/Very dissatisfied -
  • Remaining neutral/dont know

31
How satisfied are you with
  • Provision, maintenance, upgrade of campus IT
    infrastructure?
  • 76
  • 12 -
  • Support of academic technologies and project
    supporting learning process?
  • 48
  • 19 -

32
How satisfied are you with
  • Stewardship and effective management of central
    resources for campus benefit?
  • 59
  • 12 -
  • Development of appropriate IT policies and
    procedures?
  • 59
  • 13 -

33
How satisfied are you with
  • Assistance with developing IT security practices,
    policies and procedures?
  • 56
  • 18 -
  • Support and assistance for campus ERP
    development, maintenance and ops?
  • 52
  • 21 -

34
What Can We Do To Improve?
35
What Are We Doing to Improve Service Today?
  • Training
  • Setting customer expectations
  • Performance measurement
  • Balanced scorecard
  • Customer satisfaction surveys
  • What else?

36
CommunicationHelp Desk Software Does it Right
  • Ticket openedclient notified
  • Statement of probclient notified
  • Wrong problemprovider notified
  • Progress madeclient notified
  • Ticket closedclient notified
  • Problem not solvedprovider notified

Courtesy Clarke Sanford, CSU Bakersfield
37
Minimize Handoffs
  • Clients hate being shuffled around
  • Dont hand client off unless absolutely necessary
  • If must hand off, make sure new provider is fully
    briefed
  • Follow up with provider and then client

Courtesy Clarke Sanford, CSU Bakersfield
38
Own the Customers Problem
  • Good service is essentially a one on one
    propositionyou and the customer
  • Make the customer believe their problem is now
    your problem
  • Make customer follow up a way of life

Courtesy Clarke Sanford, CSU Bakersfield
39
Track Problems
  • On going tracking is a must using software if
    available
  • Essential to letting customer know status of
    problem fix and whos working on it
  • Stay on top of problems that are taking a long
    time to resolve

Courtesy Clarke Sanford, CSU Bakersfield
40
On Going Assessment
  • Make on going assessment a part of your service
    culture
  • Not a tool for staff discipline, but for service
    improvement
  • A good candidate for use of balanced scorecard
    process

Courtesy Clarke Sanford, CSU Bakersfield
41
Dont Make Fun of Clients
  • Avoid telling the horror stories about problem
    clients
  • Discourage this among staff and set the right
    example
  • Joking about certain clients undercuts a service
    culture and provides an excuse to justify poor
    service

Courtesy Clarke Sanford, CSU Bakersfield
42
Communications Planning
  • Key messages defined
  • External and internal information needs assessed
  • Short and long term needs identified
  • Assign responsibilities for communications (and
    approval)
  • Added into project plan and schedule

43
The big picture
  • Imbedding a service culture
  • Use recognized frameworks e.g., Balanced
    Scorecard, Service Level Agreements with KPIs
    (ITIL)
  • Use software tools that enable tracking,
    escalation and reporting against targets
  • Communications planning
  • Consultation

44
Overview and Summary
45
Summary
  • If you expect your staff to deliver quality
    service, you must lead the way.
  • You must walk the walk and talk the talk
  • Reward good service and good communication
  • Implement good systems and processes
  • Support frontline staff

46
Key issues to take away
  • Appreciate the needs of different groups of
    customers do a client analysis
  • Plan the communications
  • Imbed customer service in a framework and build
    on it don't let it stagnate
  • Lead by example !

47
What Were the Biggest IT Service Criticisms of
the 80s and 90s?
  • IT is too secretive
  • Too technology focusedPropeller heads reign
  • Black box mentality
  • IT knows whats good for the client
  • Are we still looking through the wrong end of the
    telescope?

48
What are the Biggest Criticisms of IT Service
Today?
  • Most IT departments talk the customer service
    talk but still optimize on the providers
    point-of-view
  • Other thoughts?
  • What about our vendors?

49
Where you stand depends.. on where you
sit. QUESTIONS?
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