What Are wee Doing? – Communication

As we progress through these articles, I encourage you to post input or topic suggestions or problems that you may experience so we can improve our industry as a whole together.

Continuing on, this week’s topic will be:

“Communication”

   No not this, the Big “C”. IT seems to be notorious for “not communicating”. Or do we?

Have we asked our customers whether internal or external what they do to runt heir business at the highest capacity or best capabilities? What processing do they go through to get the results they want? Are we contributing to these benefits or not?

I recently watched an episode of Undercover Boss and it was interesting as the CEO of a business that earned about $75Million a year sat in his call center “undercover” to see the operation and what went on. To his dismay the computer systems locked up. He asked how often this happened and they said sometimes three or four times a day. Needless to say he blew his identity when this went on costing him a lot of money in prospective customers. Even when something is not good, we need to hear that and implement a solution.

As members of IT we know everything runs on an IT platform. We need to know how upgrades will affect our customer’s business process or will it help them make money or cost them time which is money. We need to understand how they work on the system. Do we communicate clearly what is in a new upgrade that may be beneficial to the customer? Or do we know if there are any benefits to doing an upgrade? Sometimes we don’t need to upgrade.

Have you ever heard the comments that “IT doesn’t know what we do.” Or “Why is IT messing with our systems?”.  We need to make sure we understand how users utilize the systems we manage. We need to understand their view/perspective of the value of the system. Sometimes they may not value the system as much as we do because they have limited use with the systems.

Communicating the value of the system in a way that the end user understands and in a way they can relate to the value it extremely helpful. IT needs to make sure we understand the value of the system customers/users and the value of how they utilize the systems. That means we have to communicate with different groups.

So What Are We Doing? Are we really understanding the functions of our customers on the systems we manage? Do we communicate with our customer so they know us and know we understand their business processes and we get to know them?  IT should not be an island in any organization.

How can I Help You?

I can bridge the gap between IT and other parts of your organization.

www.bobbrumm.com

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