It is all about service
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This document discusses the importance of trust and service in business and information technology. It references quotes about building trust through actions like talking straight, demonstrating respect, and keeping commitments. The document also discusses balancing IT supply and demand, improving efficiency of IT resources, and perceptions being reality. It emphasizes trust, service, and outcomes in developing an engagement strategy and realizing a future state for the CIO.
It is all about service
- 1. Henry Ford“You can't build a reputation on what you are going to do”
- 2. It’s all about ….SERVICE
- 3. Vince Lombardi“People will listen if they like you ... People will get into business with you if they trust you”
- 4. It’s all about ….Trust
- 6. ICT Delivery ArchitectureOutcomesDemandOutputsSupplyInputs
- 7. ICT Delivery ArchitectureOutcomesDemandServiceOutputsSupplyServiceInputs
- 8. Balancing the ICT Supply and Demand EquationTrustService
- 9. Steps to More Efficient Use of ICTSmart, Efficient Use of ICT ResourcesSecure, Robust, Flexible ICT EnvironmentConsult/Service provisionWell Governed ICTImprove efficiencyReduce complexityEffective & Valuable Internal Partnering
- 11. TangiblesPhysical facilities, equipment and appearance of personnel.Resilient and available ICT infrastructure
- 12. ReliabilityThe ability to perform the promised service dependably and accurately.Visible, integrated and controlled workflow.Visually depictive and easy accessible performance data
- 13. %%%%%%%%%%
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- 15. ResponsivenessWillingness to help customers and provide prompt service.Agile and fact based decision making.Collaborative interactions and knowledge based advice.
- 16. AssuranceCompetence, courtesy, credibility and security; the knowledge and courtesy of employees and their ability to inspire trust and confidence.Informed and contributing Users/Clients.
- 17. EmpathyAccess, communication, understanding the customer; caring and individualized attention that the firm provides to its customers
- 18. There is no power the word …“NO”… only disempowerment and distrust
- 20. Unknown(might be Carol Bardy)“Trust is like a vase.. once it's broken, though you can fix it the vase will never be same again.”
- 21. According to Stephen Covey Jr. trust is built through behavior.His work has identified 13 behaviors which build trust:1. Talk Straight2. Demonstrate Respect3. Create Transparency4. Right Wrongs5. Show Loyalty6. Deliver Results7. Get Better8. Confront Reality9. Clarify Expectations10. Practice Accountability11. Listen First12. Keep Commitments13. Extend Trust
- 23. Maslow's Hierarchy of NeedsSelf-actualisationEsteemLove/belongingSafetyPhysiological
- 27. Future State CIO
- 28. Business OutcomesTransformationalBusiness performance enhancementEnhancementEfficiencyCost ImprovementsEmpowerment
- 30. “Until you believe in yourself you won't believe in your future”SrullyBlotnik
- 31. “Never underestimate the power of a small group of people to change the world”“Indeed that is the way the world has always managed to change”Margaret Mead
- 33. ?
- 34. TrustService