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Franconia, NH, United States, 2006/12/03 - Information Technology industry expert Hank Marquis claims the focus on delivering more than a customer asks for jeopardizes profitability..
Many information technology support workers focus on exceeding customer expectations at the request of their management. A recent article in the Do IT Yourself™ newsletter claims that this focus is actually counter productive.
According to Hank Marquis, “going above and beyond the call of duty to support customers is a budget buster and in large part responsible for the business/IT misalignment that leads to staff turnover and outsourcing”.
According to Marquis, Chief Technology Officer at itSM Solutions LLC an IT coaching and training firm, there are three main reasons why “Giving 110% is just plain wrong. First, over servicing customers undermines other product offerings and reduce sales of profitable products, second it jeopardizes budgets, and third it is unfair to IT support staff and customers.”
Marquis goes on in the article to explain how to quantify customer expectations, and then meet them, which he claims is the correct approach. According to Marquis, establishing basic Service Level Management based on the IT Infrastructure Library, and producing a Service Catalog sets the stage for the beginning of real customer satisfaction. He then describes the requirement for a service culture that treats all customers equitably, based on the services that they purchased or to which they subscribed.
About the Author
Hank Marquis is a certified IT Service Management professional with over 20 years of practical hands-on experience managing, organizing, and optimizing IT infrastructures and organizations.