Whose Fault is it Anyway? Why IT Projects Fail (Part 1: The Customer’s Fault)
Common failings on the part of customers in IT project delivery and steps which they can take to avoid them.
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Integrating Service
Service Integration and Management (SIAM), and the closely-related multi-sourcing, are all the rage. What is the essence of integration, what do you get from it and how do you make it work? I am suspicious of fashion, as anyone who has seen my wardrobe will attest. That there is a new management fad promotes interest…
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The Mathematician and the Music Maker
There are many models by which a service may be priced and a deal constructed. Whatever the approach used, there are considerations that both of the parties should weigh before they agree. What is likely to be going on and how can you obtain the best outcome? During the process of engagement between customer and…
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A Healthy Influence
Success in delivering change is dependent upon the ability of project managers and others to wield influence, build support and overcome resistance. Services, projects and companies are social entities supported by human endeavour. Personal agendas and relationships shape their functions. Project managers can engage to advantage, or ignore social influence at their peril. A new…
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A Contract to Transform
Weaknesses revealed by incidents of contract management of G4S and Serco have shocked the UK government. At a time that both public and private sectors depend ever more heavily on their service suppliers, what are the lessons to be drawn? In July 2013 serious malpractice was exposed in contracts for the electronic tagging of prisoners…
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A Winning Approach Outshines the Competition
The quality of the approach taken has a strong influence on the success of any endeavour. Whilst some deliver with élan, others fail pitifully. The injection of constructive competition can stimulate energy and challenge participants to raise their game. The approach to a project or service captures the essence of the way in which the…
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The Failure of a Service
Summer 2014 has seen the spectacular failure of a number of services. Some important lessons have been drawn from these. What are they and how should they affect services and the way they are run? We all make mistakes. One of the key differentiators for service suppliers is the way that they recover from them.…
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At Your Service
The best customer service is distinguished by the passion and energy of the staff delivering it. Whilst all know good service when it is seen, measuring it can be a challenge and managing it well can be harder. What can and should be done to sustain outcomes and optimise value? Building and Buying Well An…
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The Great Thing About Standards….
Standardising is so inherently appealing that most people happily accept it as a good thing, until the time comes to make it work. Are you to be like the company with 800 desktop builds for each 1000 staff? What are the costs, benefits, limits and practicalities of standardising service practice? Standardisation can apply to many things:…
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Business Models: A Compelling Story
Business models have been around for years in one form or another. How can you use them effectively to use support plans for business transformation or outsourcing? What is a Business Model? A Business model brings together a high-level view of the whole business that addresses: Why Construct a Business Model? The nature of business…
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