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Copyright © 2014 VKSII, All Rights reserved
#TOYB14
KEN GONZALEZ
The Target On Your Back
Copyright © 2014 VKSII, All Rights reserved
#TOYB14
Universal Service Management
Body of Knowledge (USMBOK)
TFT 14: “The T...
Copyright © 2014 VKSII, All Rights reserved
#TOYB14
Legal Stuff…
• All USMBOK and SMQS are trademarks. All referenced cont...
Copyright © 2014 VKSII, All Rights reserved
#TOYB14
About Your Presenter
• kengon is a Managing Partner with
ECI.
• Tech i...
Copyright © 2014 VKSII, All Rights reserved
#TOYB14
Welcome!
• Today’s Topic: The Target On Your Back
• I appreciate the o...
Copyright © 2014 VKSII, All Rights reserved
#TOYB14
Your Job Today
Identify one thing
which is interesting to you
that you...
Copyright © 2014 VKSII, All Rights reserved
#TOYB14
How To Be Here
• Breathe, Relax, Focus…
• Be open to new ideas…
• List...
Copyright © 2014 VKSII, All Rights reserved
#TOYB14
Copyright © 2014 VKSII, All Rights reserved
#TOYB14
http://www.cio.com/article/752726/CIOs_Must_Adapt_or_Risk_Being_Replac...
Copyright © 2014 VKSII, All Rights reserved
#TOYB14
Does This Look Like You?!
Source: http://media.propertycasualty360.com...
Copyright © 2014 VKSII, All Rights reserved
#TOYB14
“CH, CH, CH, CH, CHANGES…”
Question 1
Copyright © 2014 VKSII, All Rights reserved
#TOYB14
What To Consider?
• Circumstances
 Age and stage of life
 Quality of...
Copyright © 2014 VKSII, All Rights reserved
#TOYB14
HOW PREPARED FOR CHANGE ARE YOU?
Question 2
Copyright © 2014 VKSII, All Rights reserved
#TOYB14
Where it meets your life…
• Your Future
 Job
 Family
 Health
 Reti...
Copyright © 2014 VKSII, All Rights reserved
#TOYB14
WHAT’S YOUR RISK POSTURE?
Question 3
Copyright © 2014 VKSII, All Rights reserved
#TOYB14
What’s The Problem?
• Standing still in uncertain times is dangerous
...
Copyright © 2014 VKSII, All Rights reserved
#TOYB14
http://upload.wikimedia.org/wikipedia/commons/f/fd/Tug_of_war_2.jpg
“T...
Copyright © 2014 VKSII, All Rights reserved
#TOYB14
Another Recent Blog…
Copyright © 2014 VKSII, All Rights reserved
#TOYB14
My Recent Blog…
Copyright © 2014 VKSII, All Rights reserved
#TOYB14
To The Heart of the Matter
Copyright © 2014 VKSII, All Rights reserved
#TOYB14
The Playing Field
Organizational
“Enablers”
Service
Management
Personn...
Copyright © 2014 VKSII, All Rights reserved
#TOYB14
Today’s Focus
Organizational
“Enablers”
Service
Management
Personnel
“...
Copyright © 2014 VKSII, All Rights reserved
#TOYB14
On Getting There…
Desired
Future State
Domain/
Area
Current
State
Kenn...
Copyright © 2014 VKSII, All Rights reserved
#TOYB14
Establishing Context
Desired
Future State
Domain/
Area
Current
State
C...
Copyright © 2014 VKSII, All Rights reserved
#TOYB14
On Culture
• What is “culture”?
 Lots of different definitions/ideas ...
Copyright © 2014 VKSII, All Rights reserved
#TOYB14
Contrasting Old vs. New Views
The “Old”
We manage and maintain servers...
Copyright © 2014 VKSII, All Rights reserved
#TOYB14
Contrasting Old vs. New Views
The “Old”
We manage and maintain servers...
Copyright © 2014 VKSII, All Rights reserved
#TOYB14
Shift in Orientation
The “Old”
• Identifications
• What is valued
• Bo...
Copyright © 2014 VKSII, All Rights reserved
#TOYB14
Shift in Orientation
The “Old”
• Identifications
• What is valued
• Bo...
Copyright © 2014 VKSII, All Rights reserved
#TOYB14
The Management Imperatives
• Typical set of demands
placed on the
orga...
Copyright © 2014 VKSII, All Rights reserved
#TOYB14
Four Key Questions
• What business are we in?
• What activities do our...
Copyright © 2014 VKSII, All Rights reserved
#TOYB14
Becoming Operational
Desired
Future State
Domain/
Area
Mandate: “Opera...
Copyright © 2014 VKSII, All Rights reserved
#TOYB14
42: The “Magic Number”
Copyright © 2014 VKSII, All Rights reserved
#TOYB14
Get Engaged!
Desired
Future State
Set Baseline
Domain/
Area
Monitor/St...
Copyright © 2014 VKSII, All Rights reserved
#TOYB14
Service Experience: An Intentional
Act
Copyright © 2014 VKSII, All Rights reserved
#TOYB14
Set The Context
Copyright © 2014 VKSII, All Rights reserved
#TOYB14
Map and Inspect
Copyright © 2014 VKSII, All Rights reserved
#TOYB14
Opportunity to Improve
Copyright © 2014 VKSII, All Rights reserved
#TOYB14
Copyright © 2014 VKSII, All Rights reserved
#TOYB14
Correction Is Inevitable &
Improvement Is Mandatory…
Desired
Future St...
Copyright © 2014 VKSII, All Rights reserved
#TOYB14
Atomic Level Improvements
Copyright © 2014 VKSII, All Rights reserved
#TOYB14
Go With The Flow
Copyright © 2014 VKSII, All Rights reserved
#TOYB14
Summary
• Impact: What does it mean to you?
• “Culture” is not neutral...
Copyright © 2014 VKSII, All Rights reserved
#TOYB14
How to Contact Me
• Email: kengon@usmbok.com
• Support: support.usmbok...
Copyright © 2014 VKSII, All Rights reserved
#TOYB14
Available Resources
See “Attachments” for
Links!
www.kennethgonzalez.c...
Copyright © 2014 VKSII, All Rights reserved
#TOYB14
Universal Service Management
Body of Knowledge (USMBOK)
“The Target On...
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Ken Gonzalez, The Target On Your Back TFT14 Summer

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Most people start off to work each day with some simple goals/objectives and the best of intentions. Unfortunately, days are long and lots of stuff goes other than how it was planned.
When things don't go the way your customer wants them to, even if you've met all your explicit agreements, you're still at risk!. It's times like these where customers will judge you and start making decisions that will affect and your organization -- for better or worse.
Handling it "the way we've always done it" and blowing a customer expectation is the organizational equivalent of painting a large bulls-eye on your back. Next thing you know, you're out of the game for good! The worst part is that many never see it coming.
In this session, I will lay out some of the major areas where service providers are most likely to sabotage themselves and discuss ways to address them before they become a problem.

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Transcript of "Ken Gonzalez, The Target On Your Back TFT14 Summer"

  1. 1. Copyright © 2014 VKSII, All Rights reserved #TOYB14 KEN GONZALEZ The Target On Your Back
  2. 2. Copyright © 2014 VKSII, All Rights reserved #TOYB14 Universal Service Management Body of Knowledge (USMBOK) TFT 14: “The Target On Your Back”
  3. 3. Copyright © 2014 VKSII, All Rights reserved #TOYB14 Legal Stuff… • All USMBOK and SMQS are trademarks. All referenced content is used with the permission of the VKSII. for the purpose of this single presentation. Any other aggregation, repackaging or reuse of the content is prohibited. • Unless otherwise noted, all other materials used are the proprietary methods, models and techniques that elements of the Engaged Consulting, Inc (ECI) intellectual property portfolio and are protected by international copyright and other means. All rights are reserved worldwide. No license to reuse or redistribute is granted under this performance. • All other trademarks or service marks referenced within this presentation are the property of their registered owners.
  4. 4. Copyright © 2014 VKSII, All Rights reserved #TOYB14 About Your Presenter • kengon is a Managing Partner with ECI. • Tech industry veteran since 1985  Development & Operations experience  Advisory consulting services • Service Management Practitioner and Outside-In Thinker • Internationally requested and recognized speaker and author Kenneth “kengon” Gonzalez Chief Evangelist, USMBOK
  5. 5. Copyright © 2014 VKSII, All Rights reserved #TOYB14 Welcome! • Today’s Topic: The Target On Your Back • I appreciate the opportunity to share with you  My take on the impact is on organizations and practitioners  What the USMBOK has to contribute to this  How best to prepare to use/leverage it • I encourage you to ask questions throughout the presentation using the question panel • Social media participation is encouraged.
  6. 6. Copyright © 2014 VKSII, All Rights reserved #TOYB14 Your Job Today Identify one thing which is interesting to you that you can consider/research when we finish here
  7. 7. Copyright © 2014 VKSII, All Rights reserved #TOYB14 How To Be Here • Breathe, Relax, Focus… • Be open to new ideas… • Listen with purpose… • Minimize distractions and participate fully… • Don’t worry about utility
  8. 8. Copyright © 2014 VKSII, All Rights reserved #TOYB14
  9. 9. Copyright © 2014 VKSII, All Rights reserved #TOYB14 http://www.cio.com/article/752726/CIOs_Must_Adapt_or_Risk_Being_Replaced
  10. 10. Copyright © 2014 VKSII, All Rights reserved #TOYB14 Does This Look Like You?! Source: http://media.propertycasualty360.com/propertycasualty360/article/2013/06/29/26.jpg
  11. 11. Copyright © 2014 VKSII, All Rights reserved #TOYB14 “CH, CH, CH, CH, CHANGES…” Question 1
  12. 12. Copyright © 2014 VKSII, All Rights reserved #TOYB14 What To Consider? • Circumstances  Age and stage of life  Quality of life  Your health  Your career  Your family • Demands  Personal time  Family time  Work obligations  Vacation/Recreation • Complications  Economic stability  Social stability  Market movements (jobs, finances)  “Acts of God”
  13. 13. Copyright © 2014 VKSII, All Rights reserved #TOYB14 HOW PREPARED FOR CHANGE ARE YOU? Question 2
  14. 14. Copyright © 2014 VKSII, All Rights reserved #TOYB14 Where it meets your life… • Your Future  Job  Family  Health  Retirement • The List  Interests?  Intended accomplishments?  What? By When? • Complications  Risks  Challenges  Resources  Support
  15. 15. Copyright © 2014 VKSII, All Rights reserved #TOYB14 WHAT’S YOUR RISK POSTURE? Question 3
  16. 16. Copyright © 2014 VKSII, All Rights reserved #TOYB14 What’s The Problem? • Standing still in uncertain times is dangerous  The pace of change is accelerating  Impacts are harder to predict • It’s easy (and common) to just keep going and not prepare for a future that is “uncertain”  “Keeping your head down below the top of the cubicle” isn’t a viable strategy • There is too much to know/do/learn to try to do all of it  “Knowing is overrated” • The “rational response” is actually irrational  “Common sense” doesn’t scale
  17. 17. Copyright © 2014 VKSII, All Rights reserved #TOYB14 http://upload.wikimedia.org/wikipedia/commons/f/fd/Tug_of_war_2.jpg “Tug of War” Change! Stay the same!
  18. 18. Copyright © 2014 VKSII, All Rights reserved #TOYB14 Another Recent Blog…
  19. 19. Copyright © 2014 VKSII, All Rights reserved #TOYB14 My Recent Blog…
  20. 20. Copyright © 2014 VKSII, All Rights reserved #TOYB14 To The Heart of the Matter
  21. 21. Copyright © 2014 VKSII, All Rights reserved #TOYB14 The Playing Field Organizational “Enablers” Service Management Personnel “The Consumer” Purpose Operating Structures GRC CIP Metrics Exp Design Front Stage Back Stage Support SM System Collaboration Communication Transition Management Facilities Infra Apps Services Leadership Assets Kenneth Gonzalez © 2011-2014. All Rights Reserved Worldwide
  22. 22. Copyright © 2014 VKSII, All Rights reserved #TOYB14 Today’s Focus Organizational “Enablers” Service Management Personnel “The Consumer” Purpose Operating Structures GRC CIP Metrics Exp Design Front Stage Back Stage Support SM System Collaboration Communication Transition Management Facilities Infra Apps Services Leadership Assets Kenneth Gonzalez © 2011-2014. All Rights Reserved Worldwide
  23. 23. Copyright © 2014 VKSII, All Rights reserved #TOYB14 On Getting There… Desired Future State Domain/ Area Current State Kenneth Gonzalez © 2011-2014. All Rights Reserved Worldwide
  24. 24. Copyright © 2014 VKSII, All Rights reserved #TOYB14 Establishing Context Desired Future State Domain/ Area Current State Context: Culture, Uncertainty, Demands Kenneth Gonzalez © 2011-2014. All Rights Reserved Worldwide
  25. 25. Copyright © 2014 VKSII, All Rights reserved #TOYB14 On Culture • What is “culture”?  Lots of different definitions/ideas -> Google it! • My working definition  Culture is the overriding view and the corresponding shaping forces which permeate a group • Alignment of “gravitational forces” -> Relational “constellation” • Getting at it  Often can be seen when examining • Resident “mood” • Underlying attitudes/images • What is “unsaid” and is on everyone’s mind  Culture does not exist independent of the group • Embedded in rituals, practices, structures, etc.
  26. 26. Copyright © 2014 VKSII, All Rights reserved #TOYB14 Contrasting Old vs. New Views The “Old” We manage and maintain servers, software other infrastructure components for our organizations The “New” We do our work to provide the highest possible quality at the lowest possible cost
  27. 27. Copyright © 2014 VKSII, All Rights reserved #TOYB14 Contrasting Old vs. New Views The “Old” We manage and maintain servers, software other infrastructure components for our organizations The “New” We leverage technology to enable business results and proactively manage our customers experience We do our work to deliver these results at the level of quality and for the cost that the customer considers acceptable We do our work to provide the highest possible quality at the lowest possible cost
  28. 28. Copyright © 2014 VKSII, All Rights reserved #TOYB14 Shift in Orientation The “Old” • Identifications • What is valued • Bottom Line The “New” Commodity Capability == Target on Back [ Us / I / They / Them ] [ Know / Do / Understand ]
  29. 29. Copyright © 2014 VKSII, All Rights reserved #TOYB14 Shift in Orientation The “Old” • Identifications • What is valued • Bottom Line The “New” Commodity Capability == Target on Back Value Generating == Asset to Org [ Us / I / They / Them ] [ We / You / Our ] [ Know / Do / Understand ] [ Lead / Communicate / Accomplish ]
  30. 30. Copyright © 2014 VKSII, All Rights reserved #TOYB14 The Management Imperatives • Typical set of demands placed on the organization • There are inherent pressures that accompany each set • Must fit within a specific timing or lose the chance to start
  31. 31. Copyright © 2014 VKSII, All Rights reserved #TOYB14 Four Key Questions • What business are we in? • What activities do our customers perform in pursuit of success? • How do we help them with those activities? • How satisfied are they with the help we give them?
  32. 32. Copyright © 2014 VKSII, All Rights reserved #TOYB14 Becoming Operational Desired Future State Domain/ Area Mandate: “Operate, Navigate, Communicate” Current State Context: Culture, Uncertainty, Demands Kenneth Gonzalez © 2011-2014. All Rights Reserved Worldwide
  33. 33. Copyright © 2014 VKSII, All Rights reserved #TOYB14 42: The “Magic Number”
  34. 34. Copyright © 2014 VKSII, All Rights reserved #TOYB14 Get Engaged! Desired Future State Set Baseline Domain/ Area Monitor/Steer Evaluate/Report Mandate: “Operate, Navigate, Communicate” Current State Context: Culture, Uncertainty, Demands Kenneth Gonzalez © 2011-2014. All Rights Reserved Worldwide
  35. 35. Copyright © 2014 VKSII, All Rights reserved #TOYB14 Service Experience: An Intentional Act
  36. 36. Copyright © 2014 VKSII, All Rights reserved #TOYB14 Set The Context
  37. 37. Copyright © 2014 VKSII, All Rights reserved #TOYB14 Map and Inspect
  38. 38. Copyright © 2014 VKSII, All Rights reserved #TOYB14 Opportunity to Improve
  39. 39. Copyright © 2014 VKSII, All Rights reserved #TOYB14
  40. 40. Copyright © 2014 VKSII, All Rights reserved #TOYB14 Correction Is Inevitable & Improvement Is Mandatory… Desired Future State Set Baseline Domain/ Area Monitor/Steer Evaluate/Report Correct/Tune Mandate: “Operate, Navigate, Communicate” Current State Context: Culture, Uncertainty, Demands Kenneth Gonzalez © 2011-2014. All Rights Reserved Worldwide
  41. 41. Copyright © 2014 VKSII, All Rights reserved #TOYB14 Atomic Level Improvements
  42. 42. Copyright © 2014 VKSII, All Rights reserved #TOYB14 Go With The Flow
  43. 43. Copyright © 2014 VKSII, All Rights reserved #TOYB14 Summary • Impact: What does it mean to you? • “Culture” is not neutral • Service Experiences are not accidental • “Adopt and adapt” >> Simple, but not simplistic • “Transform” to meet the challenge • “Atomic level improvements” are the gears which make the machine run
  44. 44. Copyright © 2014 VKSII, All Rights reserved #TOYB14 How to Contact Me • Email: kengon@usmbok.com • Support: support.usmbok.com • Twitter: www.twitter.com/ken_gonzalez • Phone: +1-949-385-0341
  45. 45. Copyright © 2014 VKSII, All Rights reserved #TOYB14 Available Resources See “Attachments” for Links! www.kennethgonzalez.comwww.usmbok.com Feel free to contact me with questions and requests for assistance!
  46. 46. Copyright © 2014 VKSII, All Rights reserved #TOYB14 Universal Service Management Body of Knowledge (USMBOK) “The Target On Your Back”
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