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Caring For Our Own


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Mary Cruse's preso to HDI Orange County on 1/11/12.

"Do we do less because a customer is "just an employee"? Of course not. The IT infrastructure is critical to the business, and successful support is critical. This session will cover the link between IT support and the customer experience, the development of a culture that supports a positive customer experience, and the creation of a business plan that supports your efforts with the executive team."

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Caring For Our Own

  1. 1. Caring for our own Mary Cruse HDI Member Advisory Board Chair Emeritus
  2. 2. For your consideration… <ul><li>Do you believe internal technical customer support is JUST AS IMPORTANT as external technical customer support? </li></ul><ul><li>Are you concerned about losing your position to “someone else”? </li></ul><ul><li>Do you want to know how to present a business case of your organization’s value to the key decision makers in your company? </li></ul><ul><li>Do you know how to change the customer service culture in your IT organization? </li></ul>
  3. 3. Today’s agenda <ul><li>Talk about the environment today and get some perspective </li></ul><ul><li>Put our own organization into perspective </li></ul><ul><li>Prepare a business plan </li></ul><ul><li>Discuss opportunities to make cultural changes in IT and why you should consider that NOW? </li></ul>
  4. 4. Why is internal support as important as external support? <ul><ul><li>Keeps the organization running well </li></ul></ul><ul><ul><li>Well running organization interacts successfully with clients/customers </li></ul></ul><ul><ul><li>Could be leveraged as a strategic advantage </li></ul></ul>
  5. 5. What challenges do you regularly face? <ul><li>Always seen as cost center </li></ul><ul><li>Necessary evil </li></ul><ul><li>High expectations low budget </li></ul>
  6. 6. Budgetary pressures <ul><li>Budget cuts come when the value is not seen or expressed </li></ul><ul><li>Can result in Senior Management pursuit of options </li></ul><ul><li>Always looking for ways to save money </li></ul>
  7. 7. Time to focus on VALUE <ul><ul><li>What does YOUR team uniquely offer? </li></ul></ul><ul><ul><li>What do YOU bring to the table that can’t be found anywhere else? </li></ul></ul><ul><ul><li>What cost benefit can you offer? </li></ul></ul><ul><ul><li>What speed-to-market benefit can you offer? </li></ul></ul><ul><ul><li>HOW CAN YOU COMPETE??? </li></ul></ul>
  8. 8. Internal support means external customer value <ul><ul><li>Show how supporting internal customers keep external revenues flowing </li></ul></ul><ul><ul><li>Show how the lack of support results in loss of revenue </li></ul></ul><ul><li>KEY QUESTION -> WHERE’S THE MONEY? </li></ul>$$$ NOTE THIS INFO $$$
  9. 9. Sales is always an important key role to support <ul><li>Are sales people online when they need to be? </li></ul><ul><li>Can they get the support they need when they need it? </li></ul><ul><li>What does it take to deliver that? </li></ul>$$$ NOTE THIS INFO $$$
  10. 10. What other customer-facing groups? <ul><li>Patient Care </li></ul><ul><li>Warehouse/Logistics </li></ul><ul><li>Service delivery </li></ul><ul><li>Information to customers </li></ul><ul><li>Point-of-Sales </li></ul><ul><li>Marketing/Internet </li></ul><ul><li>Telecom </li></ul>$$$ NOTE THIS INFO $$$
  11. 11. It’s about the data <ul><li>What does it cost the company in any of these areas to NOT function? </li></ul><ul><li>How do you know? </li></ul><ul><li>Cooperative discussion with department heads </li></ul><ul><li>Cost per transaction = cost for lack of support </li></ul>$$$ NOTE THIS INFO $$$
  12. 12. Why you vs. someone else?
  13. 13. Identify your competition <ul><li>Other departments </li></ul><ul><li>Outsourcers </li></ul><ul><li>Consolidation – shared services </li></ul><ul><li>Who else? </li></ul>
  14. 14. What are the benefits of using your support network vs. someone else? <ul><li>Knowledge - replaceable </li></ul><ul><li>Experience - replaceable </li></ul><ul><li>Resources - replaceable </li></ul><ul><li>Service skills - replaceable </li></ul><ul><li>Cost savings – why? </li></ul>
  15. 15. Costs vs. savings <ul><li>What is your cost per transaction? </li></ul><ul><li>What transaction channels do you have NOW? </li></ul><ul><li>What can you do sooner rather than later? And Why will the employees accept it? </li></ul>
  16. 16. Business Plan
  17. 17. Take all this information and put it in a business plan <ul><li>Executive Summary </li></ul><ul><li>Service listing </li></ul><ul><li>Delivery commitments </li></ul><ul><li>Plans for the future – timeline included </li></ul><ul><li>Request for Resources </li></ul><ul><li>Cost Savings/ROI </li></ul><ul><li>Commitment for support </li></ul>
  18. 18. Executive Summary <ul><li>Paragraph or bullets </li></ul><ul><li>Outlines points of detailed report </li></ul><ul><li>It’s ok to tell the “end of the story” </li></ul><ul><li>Capture their attention </li></ul>
  19. 19. Service listing <ul><li>What specific services are you delivering? </li></ul><ul><li>Days/Hours/Locations </li></ul><ul><li>Staffing/Skills </li></ul><ul><li>Channels (what you have now) </li></ul>
  20. 20. Delivery commitments <ul><li>Service Level Agreements </li></ul><ul><li>Business continuity arrangements </li></ul><ul><li>Any industry exclusives? </li></ul>
  21. 21. Plans for the future <ul><li>Here’s where you put what you need to go “above and beyond” </li></ul><ul><li>New delivery channels </li></ul><ul><li>New training programs </li></ul><ul><li>What’s going to set you “above the rest”? </li></ul><ul><li>WHEN can you deliver this? </li></ul>
  22. 22. Request for Resources <ul><li>What do you need that you don’t have? </li></ul><ul><li>Equipment </li></ul><ul><li>Applications </li></ul><ul><li>People </li></ul><ul><li>What’s it all going to cost </li></ul>
  23. 23. Cost Savings/ROI <ul><li>What is the ROI for </li></ul><ul><ul><li>staying with your team as is? </li></ul></ul><ul><ul><li>Investing as requested </li></ul></ul><ul><ul><li>Investing in stages </li></ul></ul>
  24. 24. Commitment for support <ul><li>ASK FOR THE BUSINESS! </li></ul><ul><li>Don’t wait for the threat of competition – DO IT NOW! </li></ul>
  25. 25. The voices in your head… <ul><li>“ But I’m not the right person.” </li></ul><ul><li>“ Not at my level.” </li></ul><ul><li>“ No one ever listens to me.” </li></ul><ul><li>“ I just don’t know how to do this.” </li></ul><ul><li>“ I don’t have time.” </li></ul><ul><li>“ I’ll do the work and my boss will take all the credit.” </li></ul><ul><li>“ This is political suicide.” </li></ul>
  26. 26. Listen and be lame…OR <ul><li>BE THE SOURCE! </li></ul><ul><li>COLLABORATE! </li></ul><ul><li>You’ll get promoted! </li></ul><ul><li>If you don’t get promoted, you’ll have great experience for your resume! </li></ul>
  27. 27. How to change the culture <ul><ul><li>“ This will never work in our organization.” </li></ul></ul><ul><ul><li>“ No one will listen to me.” </li></ul></ul><ul><ul><li>“ Our culture is all focused on…” </li></ul></ul>
  28. 28. IT culture <ul><li>Are you a service organization? </li></ul><ul><li>Are you a heroic organization? </li></ul><ul><li>Does the IT organization see themselves as the master and others are the servants? </li></ul>
  29. 29. Customer satisfaction is the key <ul><li>If customers are satisfied, cost will be the driver </li></ul><ul><li>If customers are DISsatisfied, satisfaction AND cost will be the drivers! </li></ul>
  30. 30. How do you currently gather satisfaction information? <ul><li>Visit your customers – face-to-face </li></ul><ul><li>Send anonymous feedback surveys </li></ul><ul><li>Get feedback by asking the tough questions </li></ul><ul><li>Really find out what they want and what the benefit would be to their dept. </li></ul><ul><li>Take feedback and QUANTIFY it. (if you don’t know how, go back and talk to them) </li></ul>Use this info in your business plan
  31. 31. FIND the voice for customer satisfaction <ul><li>Start with your own team. Do they believe? If not, you’re wasting your time! </li></ul><ul><li>If you’ve made the connection between service delivery and value, then find your champion </li></ul><ul><li>Get the info you’ve gathered (with your own manager) to this champion </li></ul><ul><li>See how to get this message socialized. </li></ul><ul><li>Sell – resell – keep on selling your Champion </li></ul>
  32. 32. Let’s hear from you
  33. 33. If you need to hear from me… <ul><li>Mary Cruse </li></ul><ul><li>Associate Director - </li></ul><ul><li>Oncology Client Services </li></ul><ul><li>Genzyme Genetics/US Labs </li></ul><ul><li>(A division of LabCorp) </li></ul><ul><li>5300 McConnell Ave </li></ul><ul><li>Los Angeles, CA 90066 </li></ul><ul><li>[email_address] </li></ul><ul><li>[email_address] </li></ul><ul><li>310-482-5316 </li></ul><ul><li>310-564-6733 </li></ul>