Viewing the Problem from the Customer's Shoes

By John Hudson on Apr 14, 2015 5:19:00 PM

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When we interact with our clients in the problem management workshop, it is often difficult to get them to understand the situation from a different perspective. This is often the case when it comes to putting themselves “in the customer’s shoes,” to appreciate the negative or “knock-on” effects the customer is experiencing. I suppose we could sit them down in front of an irate customer and let the customer verbally abuse the unsuspecting staff member for a few minutes - I would view this method as being counter-productive!

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The Benefits of Stakeholder Analysis

By Adriaan du Plessis on Oct 14, 2014 5:22:00 PM

IT Service Management Players mostly need to make decisions in a short period of time, failure to make quick effective decisions will delay solutions being implemented and therefore also customer experience.  Involving stakeholders who affect or may be affected by the envisaged decision, sounds onerous, when fast solutions are necessary. 

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Implementation - This is the Acid Test of Good Leadership

By Mat-thys Fourie on Oct 7, 2014 4:06:07 PM

So many times, teams would work tirelessly to develop the best possible solution for a company to emerge from a disaster or to achieve a highly valuable objective, just to see all their efforts going up in smoke. We never seem to find a problem with the motivation of the team at the beginning of a project, but somehow that same team loses their motivation and will to effectively implement a solution.

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STAKEHOLDER ANALYSIS

By Mat-thys Fourie on Sep 30, 2014 6:35:00 PM

THE ANCHOR FOR SUCCESSFUL DECISION MAKING

Decisions fail everyday in most organizations, and the reason for this does not seem to get through to decision makers. If you do a study to get to the bottom of why decisions fail you would uncover two factors as being the main culprits for this failure. That is “ Lack of Stakeholder inputs” and “ Lack of using a proper decision making process”.

Today, let’s talk about the first and most important one – stakeholder inputs. We could make a statement that the level of collaborative inputs equals the level of implementation commitment and we will not be far from the truth. In fact the following equation is most applicable in decision making:

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