providers and customers where you stand depends on where you sit david j. ernst--cio california...
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Providers and CustomersProviders and Customers
Where you stand depends on Where you stand depends on where you sitwhere you sit
David J. Ernst--CIODavid J. Ernst--CIO
California State University SystemCalifornia State University System
EDUCAUSE Enterprise Technology Conference May 25, 2006Chicago, Illinois
Copyright David J. Ernst 2006. This work is the intellectual Copyright David J. Ernst 2006. This work is the intellectual property of the author. Permission is granted for this material property of the author. Permission is granted for this material
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Providers and CustomersProviders and Customers
Where you stand depends on where you sitWhere you stand depends on where you sit
May 25, 2006May 25, 2006 33
OutlineOutline
• The Challenge• Service—What and Why• Who are Our Customers?• Roles and Generations• Service Performance Framework and
Assessment• What Can We Do To Improve?• Overview and Summary
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The IT Service Challenge
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IT IT andand Service or IT Service or IT vs.vs. Service? Service?
• We “got religion” on customer service in late ’80’s and early 90’s
• 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?
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Service—What and Why?
May 25, 2006May 25, 2006 77
What is service ?What is service ?
• What do you think?
• Service is……
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What is service ?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?
May 25, 2006May 25, 2006 99
What is service ?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
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Why does service matter ?Why does service matter ?
• Why does it matter at your institution?
• Why does it matter in your department?
• Why does it matter to you?
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Why does service matter ?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”
May 25, 2006May 25, 2006 1212
What inhibits an organization's What inhibits an organization's ability to be service-oriented?ability to be service-oriented?
• Complex organizational structure• Attitude – it’s not my job!• Attitude – the customer is ‘stupid’• Lack of trained and empowered staff• Failure to understand customer needs• Difficult customers• Poor communication
May 25, 2006May 25, 2006 1313
Who Are Our Customers?
May 25, 2006May 25, 2006 1414
Who are our customers ?Who are our customers ?
• Identify a key customer group?
• What service(s) do you provide?
• What are their expectations?
May 25, 2006May 25, 2006 1515
Who are our customers ?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
May 25, 2006May 25, 2006 1616
Customers by Role
Customers by Generation
May 25, 2006May 25, 2006 1717
Customers by RoleCustomers by Role
• Faculty• Staff• Student• Alumni• General public• Boss• Peer• Subordinate
May 25, 2006May 25, 2006 1818
Getting to Know the Generations Getting to Know the Generations We ServeWe Serve
• Traditionalists: Born pre 1946– Patriotic, loyal, fiscally conservative, faith in
institutions
• Baby Boomers: Born 1946—1964– Idealistic, competitive, questions authority,
desire to put own stamp on things, sandwiched, challenge institutions
Based on presentation by Lynne Lancaster of Bridgeworks
May 25, 2006May 25, 2006 1919
Getting to Know the Generations Getting to Know the Generations We ServeWe Serve
• Generation X: Born 1965—1981– Eclectic, resourceful, self-reliant, distrust
institutions, highly adaptive to both change and technology
• Millennials: Born 1982—2000– Globally concerned, integrated, realistic,
pragmatic, cyber-literate, media savvy, environmentally conscious
Based on presentation by Lynne Lancaster of Bridgeworks
May 25, 2006May 25, 2006 2020
Service for Gen X and MillennialsService for Gen X and Millennials
• Unforgiving about poor customer service
• Expect service 7X24
• Prepared to negotiate service relationship
• Quality is very important, but can’t ID it
• Prefer on-line or phone business
Based on Center for Generational Studies Robert Wendover presentation
May 25, 2006May 25, 2006 2121
Service for Gen X and MillennialsService for Gen X and Millennials
• Know that if you don’t ask, you don’t 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
May 25, 2006May 25, 2006 2222
What Has Been Your Experience?What Has Been Your Experience?
• Have generational differences affected your service delivery?
• Have these differences affected your customer satisfaction ratings?
• Let’s take a look at the generational impact on service criteria
May 25, 2006May 25, 2006 2323
Service Criteria for X’ers and Service Criteria for X’ers and MillennialsMillennials
• 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
May 25, 2006May 25, 2006 2424
Service Criteria for X’ers and Service Criteria for X’ers and MillennialsMillennials
• 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 provider’s system or
the other way around?
Based on Center for Generational Studies Robert Wendover presentation
May 25, 2006May 25, 2006 2525
Service Criteria for X’ers and Service Criteria for X’ers and MillennialsMillennials
• 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
May 25, 2006May 25, 2006 2626
Service Criteria for X’ers and Service Criteria for X’ers and MillennialsMillennials
• 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
May 25, 2006May 25, 2006 2727
Service Performance—
A Framework and Some Assessment
May 25, 2006May 25, 2006 2828
The Balanced ScorecardThe Balanced Scorecard
Developed by Kaplan and Norton (Harvard Business School)
Four measures of success:
• Financial
• Internal Business Processes
• Learning and Growth (employee)
• Clients
May 25, 2006May 25, 2006 2929
I.T.Infrastructure Library (ITIL) I.T.Infrastructure Library (ITIL) and Service Level Managementand 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 Kingdom’s Office of Government Commerce
May 25, 2006May 25, 2006 3030
ITIL and Service Level ITIL and Service Level ManagementManagement
• 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 !
May 25, 2006May 25, 2006 3131
What Are We Using Today?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
May 25, 2006May 25, 2006 3232
Recent Survey In CSU Hits HomeRecent 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/don’t know
May 25, 2006May 25, 2006 3333
How satisfied are you with: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% = -
May 25, 2006May 25, 2006 3434
How satisfied are you with: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% = -
May 25, 2006May 25, 2006 3535
How satisfied are you with: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% = -
May 25, 2006May 25, 2006 3636
What Can We Do To Improve?
May 25, 2006May 25, 2006 3737
What Are We Doing to Improve What Are We Doing to Improve Service Today?Service Today?
• Training• Constant communication• Setting customer expectations• Performance measurement
– Balanced scorecard– Customer satisfaction surveys
• What else?• Some simple rules from a service provider
May 25, 2006May 25, 2006 3838
Communication—Help Desk Communication—Help Desk Software is a Good MetaphorSoftware is a Good Metaphor
• Ticket opened—client notified
• Statement of prob—client notified
• Wrong problem—provider notified
• Progress made—client notified
• Ticket closed—client notified
• Problem not solved—provider notified
Courtesy Clarke Sanford, CSU Bakersfield
May 25, 2006May 25, 2006 3939
Minimize HandoffsMinimize Handoffs
• Clients hate being shuffled around
• Don’t 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
May 25, 2006May 25, 2006 4040
Own the Customer’s ProblemOwn the Customer’s Problem
• Good service is essentially a one on one proposition—you 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
May 25, 2006May 25, 2006 4141
Track ProblemsTrack Problems
• On going tracking is a must using software if available
• Essential to letting customer know status of problem fix and who’s working on it
• Stay on top of problems that are taking a long time to resolve
Courtesy Clarke Sanford, CSU Bakersfield
May 25, 2006May 25, 2006 4242
On Going AssessmentOn 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
May 25, 2006May 25, 2006 4343
Don’t Make Fun of ClientsDon’t 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
May 25, 2006May 25, 2006 4444
Communications PlanningCommunications 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
May 25, 2006May 25, 2006 4545
The big pictureThe 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
May 25, 2006May 25, 2006 4646
Overview and Summary
May 25, 2006May 25, 2006 4747
SummarySummary
• 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
May 25, 2006May 25, 2006 4848
Key issues to take awayKey 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
May 25, 2006May 25, 2006 4949
What Were the Biggest IT Service What Were the Biggest IT Service Criticisms of the ’80’s and ’90’s?Criticisms of the ’80’s and ’90’s?
• IT is too secretive
• Too technology focused—Propeller heads reign
• Black box mentality
• IT knows what’s good for the client
Are we still looking through the wrong end of the telescope?
May 25, 2006May 25, 2006 5050
What are the Biggest Criticisms of What are the Biggest Criticisms of IT Service Today?IT Service Today?
• Most IT departments talk the “customer service” talk but still optimize on the provider’s point-of-view (the wrong end of the telescope)
• Other thoughts?
• What about our vendors—part of the solution or the problem?
May 25, 2006May 25, 2006 5151
Where you stand depends.. Where you stand depends.. on where you sit.on where you sit.
QUESTIONS?QUESTIONS?