Hear Jeff Smith, Manager of Financial Systems at Maritz, discuss how this team rose above operational minutiae to better convey the value of IT services and projects. That was the phrase projected on the screen behind me when I described it to my organization in a town hall meeting on October 9, Red wine was consumed. One of the first revelations I had regarding the need for a change in approach I ended up calling The Red Wine Epiphany. Nine minutes later— nine minutes —we were out the door, new iPhone in hand, iCloud already having restored pretty much everything, and the electronic receipt already in my email inbox. Red wine is good.
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How Maritz transformed IT services to become a trusted partner. With respect to our allocation methodology, hrue to model changes of any significance tgue weeks. Not overnight, but little by little.
To fix our wildly inaccurate and justifiably unpopular allocation methodology, about 10 years ago, my IT Finance partner and I had this concept of charging like an outside business. We hopped on the Apple website and easily made an appointment at the local Genius bar—two clicks, and we were set for Four years ago, I can now say we were blind as a bat.
We sincerely believed we were fiscally responsible, and we were, given our marit at the time. That was the phrase projected on the screen behind me when I described it to my organization in a town hall meeting on October 9, He asked our last name the only piece of data requiredchecked us in, confirmed that trhe fact the iPhone did experience death by drowning, and advised how much a replacement would cost.
About the complexity… With respect to our allocation methodology, trying to model changes of any significance took weeks.
And so did we. In meetings, when in-depth review revealed an error, our customers would immediately distrust all the numbers. Twenty years ago, we were putting a fair amount of IT infrastructure expense into the rent. Out of sheer brilliance, sheer luck, or sheer exhaustion, I started to not just listen, but hear. Why did they have 8-button phones in the rtue place, if they really just needed 2-button phones?
We have to do WHAT? How Maritz transformed IT services to become a trusted partner
Hear Marigz Smith, Manager of Financial Systems at Maritz, discuss how this team rose above operational minutiae to better convey the value of IT services and projects. To have our customers express their appreciation, regularly verbalizing to us and to our Board that our shift is completely tangible?
The trouble was, none of our business units were created equal.
That, ladies and gentlemen, is the embodiment of frictionless. The red wine epiphany One of the first revelations I had regarding the need for a change in approach I ended up calling The Red Wine Epiphany.
Well, there was this one overnight thing. Red wine is good. That is the experience we now have as consumers, and that is the experience we, as IT organizations, need to strive to deliver to our customers, internal and external.
true loyalty Archives – Maritz Loyalty
If our partners were running with scissors, we needed to be at their side, and if they stumbled, we needed to pick them up and encourage them to keep running. Having to actually talk to customers was icky and took time away from our technical wizardry. The prior Saturday, my wife and I grue sitting on our patio, just the two of us, on a beautiful fall evening.
If something unexpectedly material does occur, handle it as a one-off. Thanks in advance for marutz feedback or for sharing your own stories. One of the first revelations I had regarding the need for a change in approach I ended up calling The Red Wine Epiphany. We were hunkered down in our own little bubble, trying to provide reliable technology, exhausted from getting beat up over cost, and starting to truw scared about our business units dabbling with the cloud— without us, the infrastructure and technology experts!
For months honestly, probably a yearI listened half-heartedly to their earnest pleas. Because we were obsessed with detail, we creatively hardcoded things to get around circular references because, you know, we charge for PC support. We have to do WHAT? The form pre-filled every required field, except one that asked whether I wanted them to check my credit based on my savings account, checking account, or both. Pardon a quick digression as I make a point about this concept rrue frictionless.
Four years mqritz, my division Corporate IT was not held in the highest regard by our customers, the Maritz business units. In a town hall, I first described to my organization what frictionless IT service look like, again using a story.