Technology INDUSTRY
A World of Constant Change
We live in a world of constant change that is driven by the global marketplace, the global economy, an exploding population, electronic advances in personal computing and healthcare and many more areas not mentioned. Along with these advances requires greater computing power and the need for IT services to harbor and analyze this increasing volume of data in order to add value to the consumer or internal business partner.
What’s The Problem?
This culture change is a result of the issues mentioned above and are driving companies to either outsource in-house support areas or streamline those areas by looking at the value proposition. One of those areas under intense scrutiny is the IT organization.
Historically a must-have support area, the changing global footprint of companies and the increasing need for strong, predictive software programs has caused a re-thinking of the value this area brings to the organization. In order to compete with 3rd party software developers and increasing hardware purchase and maintenance costs, many companies have questioned its validity and value.
A well-organized and efficient IT department can add tremendous value to the internal daily functions and responsibilities of those fellow workers it serves. But in order to be a value-added support group, the workings of the IT department must be efficient, include timely response, and its members must listen to the customers it serves.
The Solution
SBTI offers a suite of tools designed to capture the voice of the customer (VOC for short), prioritize those voices into the most important and relevant, and then act upon those recommendations in order to target inefficiencies and waste and deliver the highest customer satisfaction and business value possible. This activity can be looked upon as administrative consulting. By utilizing our administrative consulting services, our clients have the best advantage to identify and overcome customer requirement assumptions, which are many times off the mark in relation to the true needs of the business.
The typical IT department is usually measured on multiple metrics, including but not limited to server uptime, server down response time, effectiveness of software developed to support other parts of the operation, hitting scheduling and budget deadlines and more.
But through all this, one of the most important components of these measures is the need to understand the “ask” or set of requirements that have been requested before any schedule or budgets are developed. Once this is fully vetted and outlined, a complete understanding of the task at hand is understood and an accurate timeline and budget can be developed.
To summarize, the VOC is one of the most important but least utilized tools in the administrative consulting field. IT organizations that partner with SBTI and utilize this technique have a much better opportunity to deliver a strong value proposition to the business.
How Can We Help?
Understanding complex systems to drive improvement is SBTI’s special skill.
Listen
Understanding your company culture and challenges
Design
Developing solutions based on your business objectives
Execute
Delivering results and building change agents
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