HDI

Are You Listening to your customers?

Last week it was a great week here at HDI with the Customer Service Week webinar series, and Strategic Advisory Board meeting taking place. As the membership guy at HDI, there is nothing more satisfying than engaging with our members and customers to listen. The Customer Service Week presenters talked a lot about the value of listening to our customers.

It has always been the most rewarding aspect of my job here at HDI. I have followed in the founder, Ron Muns footsteps, and he taught me a very simple lesson; “ask your membership what they need and deliver.” He also used to say; “if you don’t know what they want, ask them.” That is the whole idea around the Strategic Advisory Board (SAB).  It has been a recipe for success and I wanted to share some of the highlights (and low lights) we heard at the meeting:

·         We need to be more visible to the C-level executive to increase HDI’s awareness throughout the IT organization.

·         We need to do a better job tying our programs back to an ROI for our members and customers.

·         We need to get our research and publications out in the overall IT market. Many SAB members felt we have more pertinent information for IT support than Gartner.

·         Get more CIO and CTO presenters at our events.

·         Look at a continuing education model that delivers value, and not focused on revenue generation for HDI. Continuing education adds credibility to the HDI certifications therefore adding the value HDI is looking for.

·         We need to be more active in the Social media mediums, especially Twitter and LinkedIn.

·         Our website needs a major overhaul (which we are in the process of doing) to make it more dynamic.

·         Our events need to coordinate with our Local Chapter markets more effectively.

·         Not all members understand all the benefits they receive as members of the association.

This is a small sample of what we heard. We received a lot of great feedback as well, but I will not list all of the kudos. I think we have a great opportunity to support our members more effectively if we get our leadership’s support. The greatest value I can bring to our membership is the continued dedication to listen and serve our membership. Through a small team of dedicated staff, and an army of willing volunteers, we will continue to listen and deliver on the things we hear from you.

If you have any ideas or thoughts you would like to share, just drop me a not at rhand@thinkhdi.com.

I’m listening!

40% of Twitter Messages "pointless babble"?

Read the article here.

Not a surprising headline for many but that is exactly why you need to know how to "manage" a social networking strategy for your organization. Your help desk employees are posting, your competitors are posting, and your customers are posting about your organization all the time. What does that mean?

I have asked social networking guru Chris Dancy of ServiceSphere to walk you through the best way to utilize networks like Twitter. You don't need to "listen" to the 40% babble but you should listen to your customers.

Check out this HDI webinar on Tuesday August 25th at 10 AM Pacific. I promise you will walk away with a new understanding of social networks and the best way to utilize them as a support professional.

See you there!

Rich Hand

Executive Director of Membership

HDI 

Are Most American Grads Unemployable?

I read this interesting post from the editor in chief at Information Week. It focuses on a comment made by the CEO of HCL Technologies, an Indian IT service vendor. He suggested that employees from developing countries are more focused on their careers and their American counterparts are more interested in getting “rich”.

The CEO suggested Americans are more expensive to train because they don’t focus on process methodologies like ITIL, Six Sigma, etc… So because they have to be trained after college in these methodologies it increases the burden of the organization to do what, (these are my words), should be done in college.

I think this CEO is right on in this area. Our institutions of higher learning need to establish greater partnerships with industry to improve the effectiveness and value of a college degree. There is no doubt in my mind that American workers are among the best in the world but it is mostly because of the freedom we have and the incentive of reward that drives competitiveness. The weak link in the chain is the actual educational experience received at the High School level right on into the college arena.

It has been too long since education and business have been close allies in developing trained students to the working world. Our curriculums have drifted away from the basic tenet of a college degree which is learning the skills needed to be successful in business.

Our industry (IT) is extremely competitive and global. It is so much different than say Healthcare. Healthcare facilities are harder to move because of the patient need but even in Healthcare there are functions that can be distributed anywhere. But IT overall is borderless due to advancements in, you guessed it, technology.

So what is the answer to this CEO? You’re right? You’re wrong? Or both? We still have to look at the wage disparity between workers in India, Malaysia, Costa Rico, etc… as part of the equation. But as long as we have an educational disparity argument, addressing wage issues will be mute.

We are in a global arena and must act accordingly. We can’t control wages but we can control our educational model to help Americans to meet the technical challenges this CEO has brought to the surface.

I would love to hear from you…

Rich Hand

Executive Director of Membership

We have to stop NOT doing business!

I know the news is bleak and revenues are down, but why? I am going to argue here that it is because we have chosen to stop doing business. In board rooms across this country including ours, decisions are being made to cut marketing, training, acquisition, travel, conference, new hires, and all kinds of other budgets. We are doing it because everyone is doing it. And because everyone is doing it, we have stopped doing business!

As business leaders we need to start ignoring the news and the “actions” the government is taking or threatening to take. This environment of fear is creating a self fulfilling prophesy of doom and gloom for our economy.

Anyone that has budget and P&L responsibility should be fighting tooth and nail to continue to spend on the things that keep our businesses healthy, like new technologies that improve efficiency, investments in facilities, tools, and training that will improve opportunities to grow our business. We need to continue to support and nurture our most valuable employees or they will leave.

Leaders have an opportunity in this environment to show their true colors by taking actions that show a commitment to their core values. Are you only thinking about the bottom line? Are you cutting the things that are impacting your customers? Or are you continuing your mission to serve your customers even at the expense of maintaining profit margins? Are you choosing to remain standing through this difficult economic time with your greatest asset; your employees?

There are a lot of difficult decisions being made by the leaders of today. When this economic recession starts its recovery, the leaders left standing will not be the ones that cut their most valuable employees. The leaders left standing will be the ones that have core values associated with their customers and employees. The leadership that understands that loyalty from both your customers and employees is essential in the formula for success will be rewarded as the economy recovers. And the economy can only recover if we as leaders continue to do business. Think about it…

Rich Hand

Executive Director of Membership

HDI

HDI Healthcare Providers Forum in Scottsdale

    Just outside of Phoenix, AZ during the second week of February 2009, it might have been a little bit colder than anticipated, but the topics were hot with the Healthcare Providers Forum. We met with nurses to learn ways to bridge the gap between those supported and those who support. We discussed best practices and learned new processes and tools to apply back home. We also discussed our benchmarking report which now contains a year's worth of metrics for the group. One of the hottest topics was cost cutting. The group compiled a growing list of ways they are implementing change in their support centers to address the budgetary demands being placed upon them. Between the great discussion and beautiful scenery in Scottsdale, is was a GREAT week to be part of the HDI forums!

Forum members, let's hear from you! Favorite parts of the agenda, ideas for upcoming meetings, shout-outs or photos (Josh) to share with the group? Post a comment!

IT Help Desk Support Structure

Download HDI Research Corner_Help Desk Structure report_Feb09

To find out about current trends in help desk support staff structure HDI asked its members to share what they are currently doing in their support centers. Results are based on responses from 486 support professionals. Data were collected via an on-line survey which members responded to from February 11, 2009 through February 17, 2009.

Tiered support and Single Point of Contact are prevalent practices in IT support organizations. Almost half of the industry has moved away from a call screener/dispatch position in their organization. For those who have this level of support it falls within the help desk along with Level 1 support. About half of the support centers contain level 2 support, but higher levels of support, such as level 3 and desktop support, often fall within another area of IT support. About 43% plan to make changes to their structure in the year to come and about 43% have no current plans to change

Click here for the full report: Download HDI Research Corner_Help Desk Structure report_Feb09

Jenny Rains, Research Analyst, HDI

Do you have a non-traditional support center structure you would like to blog about? Our members would love to hear it! Comment below.

 

Don’t get caught up in the reduction frenzy!

The following two passages are from an article on HarvardBusiness.org. It is titled: “The Secret of Success in a Failing Economy”. It is very timely, and I have written an article that will be in the January issue of Support World magazine addressing this same issue. My article will be titled: “Don’t Make Bad Decisions in a Bad Economy”. The points are the same; never stop investing in your people or the things that are important to your customers. I will let you read the excerpts. Let us know what you think?

“The more jarring message comes for companies and their leaders. We're still early into the downturn, but already big companies are reacting the way they always do. They are encouraging their highest-paid, most-experienced performers--that is, those with the most practice--to be the first to leave. Last year, in perhaps the most famous example of this brain-dead, knee-jerk policy , Circuit City, the giant electronics retailer, announced its so-called "wage management initiative." The plan: fire its most talented and experienced employees in favor of younger workers making less money. Of course, customers who visited the stores looking for advice got much less of it, which meant they took their business elsewhere. The result? Last month, Circuit City filed for bankruptcy.”

“How's this for a secret of success? You don't survive a downturn by encouraging your most experienced people to leave. Perhaps more business leaders can resist this wrong-headed practice--and hold on to those employees who have had the most practice in their careers.”

Rich Hand

Executive Director of Membership

HDI

An Example of what TO DO in a down economy…

This morning we were greeted by the staff of the Hilton Antlers Hotel in Colorado Springs. The staff included one of their Executive Chefs - cooking the HDI/ICMI office breakfast. It was their way of saying thank you for being a great customer. You see, we do a lot of business with the Hotel because HDI/ICMI is in the business of getting people together. We hold a lot of meetings and events.

Here is the point; CEO’s, CFO’s, and other executives are mandating cuts, cuts, and more cuts because they are anticipating or realizing difficult financial conditions. They are telling their management, the people that deal with customers, that we must be more frugal, and no expense is off the table. Now I have no issue with reviewing expenses and doing business efficiently, but there is a line between efficiency and effectiveness.

The further you are from the customer, the easier it is to recommend cuts. But I will argue that what the Hilton did here at our offices is what we need to do at our organizations; wow the customer by investing and standing out from all of the competitors that are cutting. In your support organization you play a critical role in keeping the entire organization efficient. As a Contact Center, you are the face of the customer and have the ability to stand out, and up for your customers in these difficult economic times. We should be encouraged both motivationally and financially to find ways to WOW our customers to improve their experiences with our organizations. Because business will continue, even though it may be less business than last year, don’t we want to be the company they choose to do that business with?

Taking care of your customer like the Antlers Hilton did here today at our office, builds loyalty and tells me, they know how to treat their customers. Where will I want my customers to stay; at a hotel that is cutting staff and services, or a hotel that understands there is never a good time to skimp on customer service?

We have difficult choices to make in the near future but investing in your customer is never a bad business decision.

Are you investing or cutting your services to your customers? I would love to hear from you. Let me know what creative things you have done to reduce costs but improve customer services. Being so close to the customer we know how important it is - now more than ever - to invest in our business, not retract it…

Rich Hand

Executive Director of Membership

HDI/ICMI

SAB Meeting Highlights -2008-09

SAB Meeting Highlights -2008-09

The HDI SAB meeting took place in Colorado Springs, Colorado September 10^th through the 12^th. It opened with an evening reception where the members both new and returning mingled and connected. There was an immediate bond with this group and I knew right from the start that this would be a great meeting!

Thursday September 11^th we started with a moment of silence to recognize the victims of the 9/11 attacks, and from that moment on the ideas and knowledge of this group flowed. Katherine Spencer Lee the 2008-09 Chairperson kicked off the introductions, and off we went into a group brain storming session on the expanding role of support in ITSM, and how HDI can serve this changing role more effectively. (The 2008-09 members are listed on the HDI website if you would like to get to know them and their backgrounds).

There was an abundance of great ideas for me as the Executive Director of Membership as well as ideas for the HDI organization in general. I have highlighted a few here and there should be some great follow up information coming out over the next year from this great group of individuals.

A few areas we discussed:

*The SAB discussed the role of service management in IT support.

There was much discussion on how both fields intersect and the possibility of developing a roadmap for IT service delivery to support the business.  It seems that the concept of IT support is growing towards more service management professionalization.

*Just as Gartner has a “CIO Academy” it  is possible that HDI may be able to develop a “roadmap” that identifies the roles & responsibilities, skill sets and programs that will assist HDI members to be more successful & effective as their responsibility continues to grow in their position.

*Minimizing downtime & satisfying customers was a mantra that was coined during the meeting

*The SAB also discussed the concept that “ITIL is not exclusionary.” It is not a singular framework and can work with other frameworks and standards. Much discussion revolved around helping the industry to understand there are many ways to approach Service Management. ITIL is not the silver bullet but part of a solution for many service organizations.

*ITSM from a support perspective needs to provide “WIIFM” to the C-Level Suite; the business, IT and the support center.

*Service mgmt. as a function has to be justified like any other program.

*It is important for IT people to learn how to be business people; Business IT Alignment (BITA) is not a concept that is going away.

*The SAB had excellent & lively discussions on hiring & working with Generation Y & Katherine Spencer Lee provided a very comprehensive presentation on Gen Y. They are 24% of the population of the USA (304 million people) and they are the future!

*Bob Last is working with the SAB to develop a potential book outline with a “roadmap” of skills that are needed to be successful in the business world & one or more articles on the generational workplace & service management.

This just skims the surface on the discussions that were had over the three days. I hope you look for articles and other deliverables that will be generated by this thoughtful and engaged group of IT Service Professionals!

I can’t say it enough how wonderful it is to serve a group of such dedicated and knowledgeable professionals, not only in the SAB but the entire HDI membership. The Strategic Advisory Board is a reflection of the entire association and it is clear to me; you make us the best!

Executive Director of Membership

HDI

Rich Hand

The More the Merrier!

The 2008 HDI Practices and Salary Survey is up and collecting data!

If you have had a chance to peruse the 2007 Practices and Salary Survey results you have found that much of the survey is broken down by support center size, industry, and type of support (i.e., internal/external/blended). We have had a great response from this added benefit to the report. We have also had feedback saying you want more of it. This is great! We love to know that you are looking at and using data to drive decisions in your support centers!

In order to do this we need you! More participation in the survey gives us more options on how to analyze and report the industry’s data. We need a certain number of surveys in each demographic in order to report the results for that area. So if you would like to see the 2008 Practices and Salary data sliced and diced for your demographic we need to hear from you in two ways:

1- Respond to this blog by letting our research team know how you would like to see the data broken down. For example, is there a certain industry to which you want to be able to compare your support center? If so, on which metric(s) would you like to compare? Let us know!

2- Take the survey! Follow the link below to take the survey AND send the link on to others in your demographic categories. Maybe this year we can report the results not only for the IT support industry, but at an even more meaningful level for YOU! Complete the survey by July 21st:  www.thinkhdi.com/takethesurvey2008

Bonus – in addition to adding value to the 2008 results, all survey takers will receive a free copy of the 2008 report, AND be entered into a drawing for a Tom Tom Navigation System!

Feel free to submit any comments you may have about the HDI Practices and Salary Survey. We are always happy to hear from you! ~ Jenny Rains, Research Analyst, HDI