Caring For Our Own

Caring for our own Mary Cruse HDI Member Advisory Board Chair Emeritus

For your consideration…
Do you believe internal technical customer support is JUST AS IMPORTANT as external technical customer support?
Are you concerned about losing your position to “someone else”?
Do you want to know how to present a business case of your organization’s value to the key decision makers in your company?
Do you know how to change the customer service culture in your IT organization?

Today’s agenda
Talk about the environment today and get some perspective
Put our own organization into perspective
Prepare a business plan
Discuss opportunities to make cultural changes in IT and why you should consider that NOW?

Why is internal support as important as external support?
Keeps the organization running well
Well running organization interacts successfully with clients/customers
Could be leveraged as a strategic advantage

What challenges do you regularly face?
Always seen as cost center
Necessary evil
High expectations low budget

Budgetary pressures
Budget cuts come when the value is not seen or expressed
Can result in Senior Management pursuit of options
Always looking for ways to save money

Time to focus on VALUE
What does YOUR team uniquely offer?
What do YOU bring to the table that can’t be found anywhere else?
What cost benefit can you offer?
What speed-to-market benefit can you offer?
HOW CAN YOU COMPETE???

Internal support means external customer value
Show how supporting internal customers keep external revenues flowing
Show how the lack of support results in loss of revenue
KEY QUESTION -> WHERE’S THE MONEY?
$$$ NOTE THIS INFO $$$

Sales is always an important key role to support
Are sales people online when they need to be?
Can they get the support they need when they need it?
What does it take to deliver that?

What other customer-facing groups?
Patient Care
Warehouse/Logistics
Service delivery
Information to customers
Point-of-Sales
Marketing/Internet
Telecom

It’s about the data
What does it cost the company in any of these areas to NOT function?
How do you know?
Cooperative discussion with department heads
Cost per transaction = cost for lack of support

Why you vs. someone else?

Identify your competition
Other departments
Outsourcers
Consolidation – shared services
Who else?

What are the benefits of using your support network vs. someone else?
Knowledge - replaceable
Experience - replaceable
Resources - replaceable
Service skills - replaceable
Cost savings – why?

Costs vs. savings
What is your cost per transaction?
What transaction channels do you have NOW?
What can you do sooner rather than later? And Why will the employees accept it?

Business Plan

Take all this information and put it in a business plan
Executive Summary
Service listing
Delivery commitments
Plans for the future – timeline included
Request for Resources
Cost Savings/ROI
Commitment for support

Executive Summary
Paragraph or bullets
Outlines points of detailed report
It’s ok to tell the “end of the story”
Capture their attention

Service listing
What specific services are you delivering?
Days/Hours/Locations
Staffing/Skills
Channels (what you have now)

Delivery commitments
Service Level Agreements
Business continuity arrangements
Any industry exclusives?

Plans for the future
Here’s where you put what you need to go “above and beyond”
New delivery channels
New training programs
What’s going to set you “above the rest”?
WHEN can you deliver this?

Request for Resources
What do you need that you don’t have?
Equipment
Applications
People
What’s it all going to cost

Cost Savings/ROI
What is the ROI for
staying with your team as is?
Investing as requested
Investing in stages

Commitment for support
ASK FOR THE BUSINESS!
Don’t wait for the threat of competition – DO IT NOW!

The voices in your head…
“ But I’m not the right person.”
“ Not at my level.”
“ No one ever listens to me.”
“ I just don’t know how to do this.”
“ I don’t have time.”
“ I’ll do the work and my boss will take all the credit.”
“ This is political suicide.”

Listen and be lame…OR
BE THE SOURCE!
COLLABORATE!
You’ll get promoted!
If you don’t get promoted, you’ll have great experience for your resume!

How to change the culture
“ This will never work in our organization.”
“ No one will listen to me.”
“ Our culture is all focused on…”

IT culture
Are you a service organization?
Are you a heroic organization?
Does the IT organization see themselves as the master and others are the servants?

Customer satisfaction is the key
If customers are satisfied, cost will be the driver
If customers are DISsatisfied, satisfaction AND cost will be the drivers!

How do you currently gather satisfaction information?
Visit your customers – face-to-face
Send anonymous feedback surveys
Get feedback by asking the tough questions
Really find out what they want and what the benefit would be to their dept.
Take feedback and QUANTIFY it. (if you don’t know how, go back and talk to them)
Use this info in your business plan

FIND the voice for customer satisfaction
Start with your own team. Do they believe? If not, you’re wasting your time!
If you’ve made the connection between service delivery and value, then find your champion
Get the info you’ve gathered (with your own manager) to this champion
See how to get this message socialized.
Sell – resell – keep on selling your Champion

Let’s hear from you

If you need to hear from me…
Mary Cruse
Associate Director -
Oncology Client Services
Genzyme Genetics/US Labs
(A division of LabCorp)
5300 McConnell Ave
Los Angeles, CA 90066
[email_address]
[email_address]
310-482-5316
310-564-6733

Caring For Our Own

by HDI Orange County on Jan 12, 2012

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Caring For Our Own — Presentation Transcript