Support Analytics Blog

On March 7^th, the news release on Baseline’s (see below) web site read, “Top 10 Technology Projects in ‘07”.  Here is the list, taken directly from their web site.

1. Business Process Management/Improvement
2. Client Relationship Management
3. Business Analytics/Business Intelligence
4. Desktop/Laptop Upgrades
5. Web Services
6. Disaster Planning
7. Intrusion Detection and Prevention
8. Server Upgrades
9. Enterprise System Planning
10. Financial Reporting

For apparent reasons, you will see the third one, Business Analytics, highlighted.  Some supporting reasons for analytics being so important are also spelled out in the new book, Competing on Analytics, by Tom Davenport and Jeanne Harris, which just hit the bookstores on March 6^th.  Without spoiling the book, the authors suggest that companies can no longer rely on differentiation or technology breakthroughs to gain market share.  They can, however, consistently win in the market by knowing more and doing more with what they know! 

Baseline, published by Ziff Davis Media, is a practical guide to costing and managing the deployment of leading-edge information technology.

Baseline’s mission is to provide “in the trenches” editorial that gives senior I.T. and corporate management a detailed inside look at how leading companies deploy I.T. solutions. Each issue will provide in-depth analysis—case dissections on deployments, detailing the business strategies and goals of specific technology implementations. This analysis will include: whether the deployment met its baseline, what ROI metrics were used, specific technology solutions and alternatives, tradeoffs and the players involved (i.e. suppliers, consultants, internal I.T. and corporate management).

Three years ago, when I moved to Virginia from the Northeast, I went to the closest grocery store to stock my refrigerator.  The name of the store was Ukrops.  The store was extremely clean and very organized.  They asked my bagging preference and took my groceries out to my vehicle.  I thought to myself, I guess they do things differently down here in Virginia.  I proceeded to take out a few dollars to tip the young man.  He told me they cannot accept tips.  I told him, “nonsense”, and tried harder to reward him for his help.  He told me he could be fired for accepting the tip.  The exceptional service had nothing to do with being in Virginia, but everything to do with being at Ukrops.

The point to this story is the difference between Ukrops and the other local grocery stores.  Ukrops does all of the small things better than any company I know.  All of the employees are more than eager to help or just smile and say hello.  They promptly bag all of your groceries while you pay, then take them out and load them into your car.  The stores are extremely well stocked with premium items and are exceptionally clean.  After having to go to another grocery store out of necessity, I will never go anywhere besides Ukrops.  I will pay an extra few cents per item for better service, premium selections and a much more pleasant experience.

In the workplace, anybody can stand out by just doing the small things better than the next person.  Most of these things are common sense, but you would be surprised at how many people disregard them.  Staying with the Ukrops theme, below is my bakers dozen list of examples:

1. Always try to be positive and smile. Nobody likes the company of someone who’s miserable all of the time.

2. Be helpful by going out of your way to solve someone’s problem rather than add to it.

3. Treat everyone as a customer with the respect you would like to receive. 

4. Answer the phone when people call.  You never know who it might be.  You would be surprised at how many people just let calls go to voicemail.

5. Return emails and voicemails well within 24 hours.

6. Under-promise and over-deliver.

7. Dress not for the position you have but the one you aspire to have.

8. When people ask for something, try to deliver what they need as soon as possible.  People ask for things because they need them. 

9. ALWAYS do the right thing!  Integrity should never be compromised, period!

10. Take accountability for mistakes, learn from them and never make the same mistake again.

11. Always strive to be exceptional.

12. Take time to think strategically.  Too often we get caught up in day-to-day tasks.

13. Set and be the example!

By doing these small things each and every day, not only will you stand out from everyone else, but you will be more valuable to the organization and team.

In doing some research for my Master’s degree, I found that there are five separate areas where successful managers excel. I have labeled them, “the five C’s to successful management”.

Communication, both written and verbal

Constant delegation and empowerment

Character consisting of common sense, integrity, respect and trust (I think this is the most important)

Courage to make the tough decisions and take calculated risks

Consistent ability, hire the right people, assign work effectively and ability to see the “big picture”

How does one improve in these areas? Practice! A famous General once said, “There are no secrets to success. Success is the result of preparation, hard work and learning from failure.” Do you know who made that statement? Respond with your answer!