The Business-Technology Weave

Sep 29 2010   10:41AM GMT

Customer Service and Associated Quality = IT Success

David Scott David Scott Profile: David Scott

Best IT success rests on what IT can deliver to customers.  Customers can be internal; those allied people and business elements relying on technical enablements and supports – and customers can be those who purchase and rely on whatever business delivers to the outside:  Products, goods, and services. 

In the case of the latter, IT generally has more of a tangential role – granting and constantly improving business’ tools and opportunities for the doing of business, be it production and manufacturing, marketing, advertising, communicating, researching, educating… and so on.

When delivering enablement in service to business aims, the higher the quality and reliability of tools and services, the better the standing of the IT department and its associated personnel within their business berth.

As importantly, by bringing consistency and quality, IT can build a stock of good will “capital” in terms of credibility and sincerity.  When a particularly hard project comes along, or something unforeseen happens such as the absence of critical key personnel, or perhaps an extreme crimp of budget that impacts go-live dates or scale of solution, the organization knows full well IT’s commitment to quality, speed-of-deliveries, accuracy of solutions, and sincere good will and good faith commitment to delivering excellence.

An important concept to remember:  When vetting any suspect effort, ask the simple question:  How does this move business forward?”  All activity in service to business, whether direct or tangential, must serve business and move it forward.  The question is an effective puncture to suspect activity or conversation and in any specific moment, helps to refocus all involved, leading them back to the business of doing business.

 

September 29th:  On this day in 1951, CBS broadcasts the first American football game in color – between the University of California and the University of Pennsylvania, at Philadelphia.

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