Archive for January, 2002
ManagementSpeak: This newly-created technology leadership position doesn’t require technical knowledge. It requires good people skills. Translation: I’m going to give this job to a friend of mine. This week’s entry was provided by “an IT administrator who left Academe,” where he presumably served as a professional translator.
Which is more important — skills or manners? The right answer: Both. Because while mediocre employees will never create excellent results, everyone else will torpedo the work of a brilliant but obnoxious co-worker. Likewise your IT organization. Excellence is important, but not until after the rest of the business invites you to participate. Relationships matter. […]
ManagementSpeak: I propose a series of “discussion meetings” to resolve this issue you have raised. Translation: By avoiding an agenda the actual issue at hand will likely be lost in vagaries and territorial squabbles during the meeting. My secret political agenda will continue unabated. IS Survivalist Patrick Amato’s agenda is to explain meeting dynamics.
Internal customers aren’t. Customers make buying decisions. Those who use your products and services are “consumers” or “end-users.” The distinction matters, and in my consulting practice I advice clients to reject “internal customer,” which turns IT into a separate service provider, in favor of a more integral, strategic relationship. Which is way too abstract to […]
ManagementSpeak: Our customers are part of the team. Translation: They’re the test department. This week’s anonymous contributor is part of the ManagementSpeak Translation Team.
According to Yoda, “Fear is the path to the dark side. Fear leads to anger. Anger leads to hate. Hate leads to suffering.” While the road to the dark side of customer relationship management (CRM) — dubbed “customer elimination management” (CEM) by a different Lewis — follows a different path, it also leads to suffering. […]
“Your honor, we find the defendant incredibly guilty!” – Jury foreman, Mel Brooks’ “The Producers.”
Next time I get a traffic ticket, here’s what I’ll say in court: “Your honor, the court has found me guilty. I disagree. Also, I disagree in principle with the existence of speed limits on our nations’ highways. Several theorists claim that highway traffic should be self-regulating — we should allow the overall flow of […]