It is all about service

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    31-Oct-2014

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  • 1. Henry Ford
    You can't build a reputation on what you are going to do

2. Its all about .
SERVICE
3. Vince Lombardi
People will listen if they like you ... People will get into business with you if they trust you
4. Its all about .
Trust
5. High
Seekers
Embracers
Trust
Hacklers
Agreers
Low
Service
6.ICT Delivery Architecture
Outcomes
Demand
Outputs
Supply
Inputs
7.ICT Delivery Architecture
Outcomes
Demand
Service
Outputs
Supply
Service
Inputs
8. Balancing the ICT Supply and Demand Equation
Trust
Service
9. Steps to More Efficient Use of ICT
Smart, Efficient Use of ICT Resources
Secure, Robust, Flexible ICT Environment
Consult/
Service provision
Well Governed ICT
Improve efficiency
Reduce complexity
Effective & Valuable Internal Partnering
10. Perception
is
Reality
11. Tangibles
Physical facilities, equipment and appearance of personnel.
Resilient and available ICT infrastructure
12. Reliability
The ability to perform the promised service dependably and accurately.
Visible, integrated and controlled workflow.
Visually depictive and easy accessible performance data
13. %
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%
%
%
%
%
%
14. %
%
%
%
%
%
%
%
%
%
15. Responsiveness
Willingness to help customers and provide prompt service.
Agile and fact based decision making.
Collaborative interactions and knowledge based advice.
16. Assurance
Competence, courtesy, credibility and security; the knowledge and courtesy of employees and their ability to inspire trust and confidence.
Informed and contributing Users/Clients.
17. Empathy
Access, communication, understanding the customer; caring and individualized attention that the firm provides to its customers
18. There is no power the word
NO
only disempowerment and distrust
19. Engagement Strategy
Trust
Outcomes
Outputs
Inputs
20. Unknown(might be Carol Bardy)
Trust is like a vase.. once it's broken, though you can fix it the vase will never be same again.
21. According to Stephen Covey Jr. trust is built through behavior.
His work has identified 13 behaviors which build trust:1. Talk Straight2. Demonstrate Respect3. Create Transparency4. Right Wrongs5. Show Loyalty6. Deliver Results7. Get Better
8. Confront Reality9. Clarify Expectations10. Practice Accountability11. Listen First12. Keep Commitments13. Extend Trust
22. Selfactualisation
23. Maslow's Hierarchy of Needs
Self-actualisation
Esteem
Love/belonging
Safety
Physiological
24. CIO actualisation
25. ErgonZehnder International
26. ErgonZehnder International
27. Future State CIO
28. Business Outcomes
Transformational
Business performance enhancement
Enhancement
Efficiency
Cost Improvements
Empowerment
29. 30. Until you believe in yourself you won't believe in your future
SrullyBlotnik
31. Never underestimate the power of a small group of people to change the world
Indeed that is the way the world has always managed to change
Margaret Mead
32. 33. ?
34. Trust
Service