Henry Ford
“You can't build a reputation on what you are going to do”
It’s all about ….
SERVICE
Vince Lombardi
“People will listen if they like you ... People will get into business with you if they trust you”
It’s all about ….
Trust
Seekers Embracers
Hacklers Agreers
Service
Trust
Low
High
ICT Delivery Architecture
Customer Interaction
Business processes
Applications
Data
Infrastructure
ICT staff
Demand
Supply
Outcomes
Outputs
Inputs
ICT Delivery Architecture
Customer Interaction
Business processes
Applications
Data
Infrastructure
ICT staff
Demand
Supply
Outcomes
Outputs
InputsService
Service
Balancing the ICT Supply and Demand Equation
Supply Demand
ICT Staff
Infrastructure
Data
Applications
Business Processes
Customer Interaction
Service
Trust
Learn
Plan
StandardiseIntegrate
Manage
Consult/Service
provision
Steps to More Efficient Use of ICT
Improve efficiency Reduce complexity
Well Governed ICT
Smart, Efficient Use of ICT Resources
Secure, Robust, Flexible ICT Environment
Effective & Valuable Internal Partnering
Perceptionis
Reality
TangiblesPhysical facilities, equipment and appearance of personnel.
Resilient and available ICT infrastructure
ReliabilityThe ability to perform the promised service dependably and accurately.
Visible, integrated and controlled workflow.Visually depictive and easy accessible performance data
%%
%%%
%
%%
%
%% Days Down Time Hours Minutes
100 365 0 0 0
99.999 364.9964 0.00365 0.0876 5.256
99.99 364.9635 0.0365 0.876 52.56
99.9 364.635 0.365 8.76 525.6
99 361.35 3.65 87.6 5256
98 357.7 7.3 175.2 10512
97 354.05 10.95 262.8 15768
95 346.75 18.25 438 26280
90 328.5 36.5 876 52560
80 292 73 1752 105120
%%
%%%
%
%%
%
%Number
of incidents % Completed
Not Completed
Second Trench Completed
Not Completed
1000 100 1000 0 0 0 0
95 950 50 97.5 975 25
90 900 100 95 950 50
85 850 150 92.5 925 75
80 800 200 90 900 100
75 750 250 87.5 875 125
ResponsivenessWillingness to help customers and provide prompt service.
Agile and fact based decision making.Collaborative interactions and knowledge based advice.
AssuranceCompetence, courtesy, credibility and security; the knowledge and courtesy of employees and their ability to inspire trust and confidence.Informed and contributing Users/Clients.
EmpathyAccess, communication, understanding the customer; caring and individualized attention that the firm provides to its customers
There is no power the word …
“NO”
… only disempowerment and distrust
Engagement StrategyBusiness
Empowerment/Enablement
Outcome Engagement
Project Delivery
Service Delivery
Infrastructure
Culture
Trust
Inputs
Outputs
Outcomes
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.”
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
Self actualisation
Maslow's Hierarchy of Needs
Self-actualisation
Esteem
Love/belonging
Safety
Physiological
CIO actualisation
People Orientation
Market Knowledge
Commercial Orentation
Strategic Orientation
Collaboration & InfluencingPeople Development
Team Leadership
Change Leadership
Customer Focus
0
5
Ergon Zehnder International
Ergon Zehnder International
Future State CIO
Empowerment
Busi
ness
Out
com
es
Efficiency
Enhancement
Transformational
Cost Improvements
Business performance enhancement
Srully Blotnik
“Until you believe in yourself you won't believe in your future”
Margaret Mead
“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”
Trust
Service
Transformational Outcomes
?
ServiceTrust
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