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Providers and Customers Where you stand depends on where you sit David J. Ernst--CIO California State University System EDUCAUSE Enterprise Technology.

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Presentation on theme: "Providers and Customers Where you stand depends on where you sit David J. Ernst--CIO California State University System EDUCAUSE Enterprise Technology."— Presentation transcript:

1 Providers and Customers Where you stand depends on where you sit David J. Ernst--CIO California State University System EDUCAUSE Enterprise Technology Conference May 25, 2006 Chicago, Illinois

2 Copyright David J. Ernst 2006. This work is the intellectual property of the author. Permission is granted for this material to be shared for non-commercial, educational purposes, provided that this copyright statement appears on the reproduced materials and notice is given that the copying is by permission of the author. To disseminate otherwise or to republish requires written permission from the author. Providers and Customers Where you stand depends on where you sit

3 May 25, 20063 Outline The Challenge ServiceWhat and Why Who are Our Customers? Roles and Generations Service Performance Framework and Assessment What Can We Do To Improve? Overview and Summary

4 May 25, 20064 The IT Service Challenge

5 May 25, 20065 IT and Service or IT vs. Service? We got religion on customer service in late 80s and early 90s Lots of lip service has been paid to how IT is here to help Have we improved the way our customers view and regard us? Have we improved the way we view and regard out customers?

6 May 25, 20066 Service What and Why?

7 May 25, 20067 What is service ? What do you think? Service is……

8 May 25, 20068 What is service ? Examples : Bank, local government, self-service Within the organization –Up –Out –Down Managing and meeting the customers expectations Are expectations getting higher?

9 May 25, 20069 What is service ? The activities needed to support customer interactions before, during, and after the purchase of products. McGraw-Hill Online Learning Center A function of an organization that interacts with customers, e.g. respond to inquires or complaints. Can also describe the positive attitude of an organization towards its client base, and taking active steps (as opposed to always Reacting) to improve product or service delivery. Home-based Business Manual

10 May 25, 200610 Why does service matter ? Why does it matter at your institution? Why does it matter in your department? Why does it matter to you?

11 May 25, 200611 Why does service matter ? In higher education: Competition Shrinking government funding Students paying higher fees and charges Increasing focus on responsiveness, accountability and quality Educational outcomes On a personal basis: Good service will help me get ahead

12 May 25, 200612 What inhibits an organization's ability to be service-oriented? Complex organizational structure Attitude – its not my job! Attitude – the customer is stupid Lack of trained and empowered staff Failure to understand customer needs Difficult customers Poor communication

13 May 25, 200613 Who Are Our Customers?

14 May 25, 200614 Who are our customers ? Identify a key customer group? What service(s) do you provide? What are their expectations?

15 May 25, 200615 Who are our customers ? External: Students –undergrad, grad, new students, highly IT literate and not Faculty and academic staff – teaching, research Management – Deans, Dept Chairs, Sr Exec Other staff – admin, IT support in Faculties, customer facing Internal: ITS or unit management Other IT teams Service Desk

16 May 25, 200616 Customers by Role Customers by Generation

17 May 25, 200617 Customers by Role Faculty Staff Student Alumni General public Boss Peer Subordinate

18 May 25, 200618 Getting to Know the Generations We Serve Traditionalists: Born pre 1946 –Patriotic, loyal, fiscally conservative, faith in institutions Baby Boomers: Born 19461964 –Idealistic, competitive, questions authority, desire to put own stamp on things, sandwiched, challenge institutions Based on presentation by Lynne Lancaster of Bridgeworks

19 May 25, 200619 Getting to Know the Generations We Serve Generation X: Born 19651981 –Eclectic, resourceful, self-reliant, distrust institutions, highly adaptive to both change and technology Millennials: Born 19822000 –Globally concerned, integrated, realistic, pragmatic, cyber-literate, media savvy, environmentally conscious Based on presentation by Lynne Lancaster of Bridgeworks

20 May 25, 200620 Service for Gen X and Millennials Unforgiving about poor customer service Expect service 7X24 Prepared to negotiate service relationship Quality is very important, but cant ID it Prefer on-line or phone business Based on Center for Generational Studies Robert Wendover presentation

21 May 25, 200621 Service for Gen X and Millennials Know that if you dont ask, you dont get Work the system to obtain needs/desires Careful observers of policy vs. practice differences Constant communication with others provides high consumer awareness Based on Center for Generational Studies Robert Wendover presentation

22 May 25, 200622 What Has Been Your Experience? Have generational differences affected your service delivery? Have these differences affected your customer satisfaction ratings? Lets take a look at the generational impact on service criteria

23 May 25, 200623 Service Criteria for Xers and Millennials Accessibility –Available 7X24? –Someone always answers the phone? –How long will I wait on hold? Meets Technology Expectations –Menu driven? –Helpful links to products and services? –Can get answers without speaking to someone? Based on Center for Generational Studies Robert Wendover presentation

24 May 25, 200624 Service Criteria for Xers and Millennials Anticipates customer needs –Predicted what can go wrong and prepared solutions in advance? Simple to use –How many steps does it take? –Is customer being fit into providers system or the other way around? Based on Center for Generational Studies Robert Wendover presentation

25 May 25, 200625 Service Criteria for Xers and Millennials Empathy –Are reps friendly? –Does customer feel handled? –Are instructions user friendly? –Does customer feel like provider understands needs and problems? Based on Center for Generational Studies Robert Wendover presentation

26 May 25, 200626 Service Criteria for Xers and Millennials Delivers desired outcome –Does the customer get what he/she wants? –How hard does the customer have to work for good service? –Is there a folllow up once the solution is offered? Based on Center for Generational Studies Robert Wendover presentation

27 May 25, 200627 Service Performance A Framework and Some Assessment

28 May 25, 200628 The Balanced Scorecard Developed by Kaplan and Norton (Harvard Business School) Four measures of success: Financial Internal Business Processes Learning and Growth (employee) Clients

29 May 25, 200629 I.T.Infrastructure Library (ITIL) and Service Level Management The goal for SLM is to maintain and improve IT service quality through a constant cycle of agreeing, monitoring and reporting on IT service achievements and instigation of actions to eradicate poor service – in line with business or cost justification. United Kingdoms Office of Government Commerce

30 May 25, 200630 ITIL and Service Level Management Service Catalog Service Level Agreements for each service Key performance indicators Ongoing review (and negotiation) to improve IT effort is aimed at those areas the institution believes are most important !

31 May 25, 200631 What Are We Using Today? Are you using any kind of formal service framework and, if so, what? Have you employed Balanced Scorecard? What about service level agreements? –Do they work to maintain service quality? Surveys and focus group techniques

32 May 25, 200632 Recent Survey In CSU Hits Home Survey done last year Campuses asked to rate service of Chancellors Office system wide IT services Part of Business and Finance performance measurement/quality improvement Satisfied/Very satisfied = + Dissatisfied/Very dissatisfied = - Remaining % = neutral/dont know

33 May 25, 200633 How satisfied are you with: Provision, maintenance, upgrade of campus IT infrastructure? –76% = + –12% = - Support of academic technologies and project supporting learning process? –48% = + –19% = -

34 May 25, 200634 How satisfied are you with: Stewardship and effective management of central resources for campus benefit? –59% = + –12% = - Development of appropriate IT policies and procedures? –59% = + –13% = -

35 May 25, 200635 How satisfied are you with: Assistance with developing IT security practices, policies and procedures? –56% = + –18% = - Support and assistance for campus ERP development, maintenance and ops? –52% = + –21% = -

36 May 25, 200636 What Can We Do To Improve?

37 May 25, 200637 What Are We Doing to Improve Service Today? Training Constant communication Setting customer expectations Performance measurement –Balanced scorecard –Customer satisfaction surveys What else? Some simple rules from a service provider

38 May 25, 200638 CommunicationHelp Desk Software is a Good Metaphor Ticket openedclient notified Statement of probclient notified Wrong problemprovider notified Progress madeclient notified Ticket closedclient notified Problem not solvedprovider notified Courtesy Clarke Sanford, CSU Bakersfield

39 May 25, 200639 Minimize Handoffs Clients hate being shuffled around Dont hand client off unless absolutely necessary If must hand off, make sure new provider is fully briefed Follow up with provider and then client Courtesy Clarke Sanford, CSU Bakersfield

40 May 25, 200640 Own the Customers Problem Good service is essentially a one on one propositionyou and the customer Make the customer believe their problem is now your problem Make customer follow up a way of life Courtesy Clarke Sanford, CSU Bakersfield

41 May 25, 200641 Track Problems On going tracking is a must using software if available Essential to letting customer know status of problem fix and whos working on it Stay on top of problems that are taking a long time to resolve Courtesy Clarke Sanford, CSU Bakersfield

42 May 25, 200642 On Going Assessment Make on going assessment a part of your service culture Not a tool for staff discipline, but for service improvement A good candidate for use of balanced scorecard process Courtesy Clarke Sanford, CSU Bakersfield

43 May 25, 200643 Dont Make Fun of Clients Avoid telling the horror stories about problem clients Discourage this among staff and set the right example Joking about certain clients undercuts a service culture and provides an excuse to justify poor service Courtesy Clarke Sanford, CSU Bakersfield

44 May 25, 200644 Communications Planning Key messages defined External and internal information needs assessed Short and long term needs identified Assign responsibilities for communications (and approval) Added into project plan and schedule

45 May 25, 200645 The big picture Imbedding a service culture: Use recognized frameworks e.g., Balanced Scorecard, Service Level Agreements with Key Performance Indicators Use software tools that enable tracking, escalation and reporting against targets Communications planning Consultation

46 May 25, 200646 Overview and Summary

47 May 25, 200647 Summary If you expect your staff to deliver quality service, you must lead the way. You must walk the walk and talk the talk Reward good service and good communication Implement good systems and processes Support frontline staff

48 May 25, 200648 Key issues to take away Appreciate the needs of different groups of customers – do a client analysis Plan the communications Imbed customer service in a framework and build on it – don't let it stagnate Lead by example ! Make everyone your customer

49 May 25, 200649 What Were the Biggest IT Service Criticisms of the 80s and 90s? IT is too secretive Too technology focusedPropeller heads reign Black box mentality IT knows whats good for the client Are we still looking through the wrong end of the telescope?

50 May 25, 200650 What are the Biggest Criticisms of IT Service Today? Most IT departments talk the customer service talk but still optimize on the providers point-of-view (the wrong end of the telescope) Other thoughts? What about our vendorspart of the solution or the problem?

51 May 25, 200651 Where you stand depends.. on where you sit. QUESTIONS?


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