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  • Digg it UP - When Politics Prevent Innovation - Or... Still Fighting Battles and Losing Wars

    The Problem With Customer Service
    What is the problem? There just isn’t enough of it going around. It’s too bad that it can’t be more like cold and flu season- impossible to avoid. I am constantly disappointed with the lack of care businesses take with their customers. If I’m paying for a product or service, I expect a certain amount of support to go along with it. Is it really too much to ask?What can you, as a business owner, do to improve customer service? There are a number of things, most easy to implement:-Offer money back if they aren’t satisfied-Listen-Deal with complaints and resolve problems quickly-Personalize your website (and make it easy to navigate!)-Monitor calls to improve service-Be helpful and take the extra step. Walk them to aisle three, don’t
    . So we look into our bag of tools and determine a few relatively easy innovations could meet both objectives. You determine you can save money and increase compute resource through:

    Server consolidation Disk consolidation/virtualization GRID computing Easy, right?

    In Platform Computing’s recent study “Organizational Politics as a Barrier to

    Implementing Grid Computing” 79% of company managers indicated that resource consolidation and virtualization should be considered high priorities for an organi

    Life After Grad School: Choosing a Career
    Congratulations! You've finally finished graduate school, and you're ready to move on with your life. So, how do you choose a career now that it's finally time to step into the real world? I would have to say that I went through a five step process after graduate school as I attempted to chart my next step.1. The Sky's the LimitThe great thing about having your graduate degree is that the sky's truly the limit. You can choose to do almost anything because you have both a bachelor's and an advanced degree. This is especially true if your degrees are in two different, but complementing, disciplines. You will have the knowledge and the experience to head into a variety of careers all because you kept working hard in graduate school.2. Career ServicesIf you are
    The objective is to beat the competition and make money. Everything a business organization does should be focused on that simple objective, with interpretation through various Vision and Mission Statements. However if we take a survey of how our organizations spend our energy, often that objective is lost in a web of internal politics and positioning. Of course competition is normally good – regardless of whether it is internal or external – to the point we do not lose focus on company objectives as the ultimate outcome of our competition.

    We often use the phrase “winning battles and losing wars.” That phrase really hits home when we record all the things we do, every day of our business lives, that result in a situation where we are struggling with more fervor for internal positioning then committing energy in activities to beat our competition. What does “winning battles and losing wars really mean?

    Perhaps the sales and operations groups are having difficulty with product and contract provisioning. Sales of course wants to sign contracts, get acceptance, and quickly start customer billing – their commission depends on shortening the book to bank process. Operations is unhappy because the contracts tend to stray from the letter of a product or service. Thus, operations may dig their heels in and not expedite provisioning while the “bring the sales guys into line.”

    What is the result of this little battle? Of course, the customer does not receive service within the want date and the company does not get paid as quickly as they would with a fast implementation and acceptance. And I, as your competitor, will be aggressively spending my time eroding your market share. The customer is angry, the sales and operations people are angry, and your image in the industry is tarnished while the competition quickly moves to exploit your weaknesses.

    Let’s use a different example. Your organization has the same challenge every other organization around the world has – a need for higher compute power, and a need to lower capital expenses on IT-related equipment. So we look into our bag of tools and determine a few relatively easy innovations could meet both objectives. You determine you can save money and increase compute resource through:

    Server consolidation Disk consolidation/virtualization GRID computing Easy, right?

    In Platform Computing’s recent study “Organizational Politics as a Barrier to

    Implementing Grid Computing” 79% of company managers indicated that resource consolidation and virtualization should be considered high priorities for an organi

    Oil Change Customer from Hell or Hoax; You Decide
    Evacuation, "E-Vac" Oil System for Oil ChangingHow do most mobile oil change companies remove the used motor oil from the crank case? Well they “Evacuate it” or in the industry we call it “E-VAC” and this means we suck it out of the dip stick tube with a thin tube which is pushed into the crankcase. Many wonder will this get all the oil out? The answer is not all the oil. In many cases there will be some oil left, not much, but 100% is difficult even using the oil plug on the bottom of the pan.Since it will not get all the oil out some consumers wonder; will mobile oil change companies be putting less oil in? This is the wrong question because even places like Jiffy Lube or Wal-Mart cannot get all the oil out and if you did your oil change yourself same thing. A properly
    of our competition.

    We often use the phrase “winning battles and losing wars.” That phrase really hits home when we record all the things we do, every day of our business lives, that result in a situation where we are struggling with more fervor for internal positioning then committing energy in activities to beat our competition. What does “winning battles and losing wars really mean?

    Perhaps the sales and operations groups are having difficulty with product and contract provisioning. Sales of course wants to sign contracts, get acceptance, and quickly start customer billing – their commission depends on shortening the book to bank process. Operations is unhappy because the contracts tend to stray from the letter of a product or service. Thus, operations may dig their heels in and not expedite provisioning while the “bring the sales guys into line.”

    What is the result of this little battle? Of course, the customer does not receive service within the want date and the company does not get paid as quickly as they would with a fast implementation and acceptance. And I, as your competitor, will be aggressively spending my time eroding your market share. The customer is angry, the sales and operations people are angry, and your image in the industry is tarnished while the competition quickly moves to exploit your weaknesses.

    Let’s use a different example. Your organization has the same challenge every other organization around the world has – a need for higher compute power, and a need to lower capital expenses on IT-related equipment. So we look into our bag of tools and determine a few relatively easy innovations could meet both objectives. You determine you can save money and increase compute resource through:

    Server consolidation Disk consolidation/virtualization GRID computing Easy, right?

    In Platform Computing’s recent study “Organizational Politics as a Barrier to

    Implementing Grid Computing” 79% of company managers indicated that resource consolidation and virtualization should be considered high priorities for an organi

    People Management versus Business Management
    How much help do we get to ensure that we have the right people doing the right job? Most of us get plenty of guidance and systems to run the business but what can we do to ensure that we can get the best out of our team?In fact, are our people management tools as good as our business management tools?How many of us have experienced times when we have instantly ‘clicked’ with a new employee? How powerful that is, how easily we managed them and how fruitful was the relationship!How many times have we found ourselves unable to understand, or are irritated by certain people with whom we have to work? How frustrating that can be and how difficult it is to manage them or work together to achieve the results that we know we should.These questions emanate direct
    o sign contracts, get acceptance, and quickly start customer billing – their commission depends on shortening the book to bank process. Operations is unhappy because the contracts tend to stray from the letter of a product or service. Thus, operations may dig their heels in and not expedite provisioning while the “bring the sales guys into line.”

    What is the result of this little battle? Of course, the customer does not receive service within the want date and the company does not get paid as quickly as they would with a fast implementation and acceptance. And I, as your competitor, will be aggressively spending my time eroding your market share. The customer is angry, the sales and operations people are angry, and your image in the industry is tarnished while the competition quickly moves to exploit your weaknesses.

    Let’s use a different example. Your organization has the same challenge every other organization around the world has – a need for higher compute power, and a need to lower capital expenses on IT-related equipment. So we look into our bag of tools and determine a few relatively easy innovations could meet both objectives. You determine you can save money and increase compute resource through:

    Server consolidation Disk consolidation/virtualization GRID computing Easy, right?

    In Platform Computing’s recent study “Organizational Politics as a Barrier to

    Implementing Grid Computing” 79% of company managers indicated that resource consolidation and virtualization should be considered high priorities for an organi

    Customer Service Tips - Serving Without Burnout
    Customer service is essential for the success of your business. Yet many small businesses or solo-shops crash and burn because they confuse customer service with customer tyranny. They imagine that serving customers means giving into endless demands.If you're troubled by customer service issues, try this exercise, an adaptation of Byron Katie's "Work" to business issues.Write down the statement, "I have to satisfy all my customers all the time, and that means..."EXAMPLE: "I have to satisfy all my customers, and that means that I need to accede to all of their requests. Since I can't possibly do that, I'll either go bankrupt or burn-out or get a reputation for bad service."Next, ask yourself what happens to you when you believe this. How do you feel? How do y
    ith a fast implementation and acceptance. And I, as your competitor, will be aggressively spending my time eroding your market share. The customer is angry, the sales and operations people are angry, and your image in the industry is tarnished while the competition quickly moves to exploit your weaknesses.

    Let’s use a different example. Your organization has the same challenge every other organization around the world has – a need for higher compute power, and a need to lower capital expenses on IT-related equipment. So we look into our bag of tools and determine a few relatively easy innovations could meet both objectives. You determine you can save money and increase compute resource through:

    Server consolidation Disk consolidation/virtualization GRID computing Easy, right?

    In Platform Computing’s recent study “Organizational Politics as a Barrier to

    Implementing Grid Computing” 79% of company managers indicated that resource consolidation and virtualization should be considered high priorities for an organi

    Your Communication Type - Take A Brief Quiz To See How Other People See You At Work
    Do you want to create better relationships at work, take charge of your career, learn a systematic approach to dealing with others, have more fun and become more successful? Then you need to learn how to be a better communicator.Take this brief quiz* to find out how other people see you at work. Read each comment and choose the answer that most closely describes how you act or feel at work. Please choose only one answer for each question. If more than one answer accurately describes you, go with your first instinct.1. When I start something new at work, I:a) Decide on the quickest way to get it doneb) Brainstorm some ideas of how to do itc) Ask someone else for suggestionsd) Make a list of all the things I need to do2.
    . So we look into our bag of tools and determine a few relatively easy innovations could meet both objectives. You determine you can save money and increase compute resource through:

    Server consolidation Disk consolidation/virtualization GRID computing Easy, right?

    In Platform Computing’s recent study “Organizational Politics as a Barrier to

    Implementing Grid Computing” 79% of company managers indicated that resource consolidation and virtualization should be considered high priorities for an organization’s IT planning, however 89% of the same companies indicated organizational politics and other issues could pose a major barrier in accomplishing consolidation.

    Why? Operating units, managers, and individuals have an inherent desire to control their own resources. Moving an application to a consolidated server platform may result in the application user being denied the level of priority they believe is due them is cited as a major concern. In addition, if existing resources are identified as potential contributors to a virtualized disk or compute platform, there are strong concerns another division or operating unit could even grab priorities and deny processing at existing or desired levels.

    An even greater concern may be the potential for losing additional operating budgets – resource consolidation by nature reduces the cost of doing business, thus it is expected individual units will require less funding than they currently receive.

    Of course in most cases this is simply not true – however it is a strong perception.

    Now let’s talk a bit more about GRID. You have probably heard about it – and have a nagging thought in the back of your head eventually you are going to have to deal with it. You know it is going to seriously disrupt conventional ideas about systems management and resource utilization, and it may be one of those thought s that you want to put out oif your mind until the last possible minute.

    Let’s look at some simple GRID facts:

    Properly employed GRID will greatly increase the amount of compute resource available to your company. In the article “GRID Computing,” Royal Bank Insurance gives the example that actuarial calculation requirements were reduced from 18 hours to 32 minutes upon employment of their enterprise GRID. Monsanto claims in the same article they have reduced their new server purchase year over year by 90 percent Morgan Stanley, Charles Schwab, Wachovia, and others have announced consolidating enterprise desktops into an enterprise processing GRID With this level of enterprise adoption of GRID techno

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