Don't Abuse Delegation Support and Protect Understand the Consequences Listen and Learn Champion Champions Be Firm But Fair Listen P.O.T.S. (Part Of The Solution) Teach and not lecture Never forget... Its NOT all about you! [Read More]

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Service and Support, long the beaten down step-child of any industry, has taken no more public abuse and ridicule than in the world of Technology. In today's modern internet driven society, the presumed "elite" are those who can write code, de-tangle the inner workings of a UNIX kernel, design and manage relational databases or architect a global WAN. However, when all hell breaks loose with those core technologies, who is that one person responding to a business user to take the bullet for the [Read More]

View Comments Tags: Add new tag, Business, Business process, Business-to-Business, Consultants, Design, E-Commerce, Information Technology, Technology

I'm not sure why it is a general human trait to want to be satisfied with chaos. What I mean by that is in the world of technology there needs to be a certain state of order to be effective. It is for this reason that certain "Industry Standards" have been develop based on best practice. Take for example the basic premise that the entire existence of technology is to serve the user. Somehow that concept becomes lost on those who work in technology. As long as I have been doing support, I st [Read More]

View Comments Tags: Add new tag, Best practice, Business, Critical mass, Management, Market share, Risk management, Technology, Twitter

In the realm of a high transaction environment I find very little value in trying to analyze data on a day by day basis. That poses the question, what are we trying to perform analysis this low in the transaction chain? [Read More]

View Comments Tags: Data, Metrics, Reporting, Research and Analysis, Six Sigma