Vol. 7 / January 2012

 
Happy New Year!

This newsletter should find you back at work after the holidays, and jumping into all your new projects for this year. Maybe you’re even finishing a few items from last year.

 

As you finalize your goals and prioritize your activities for this year, let me suggest you add a task to review what is currently in place in your organization – particularly software systems – to make sure they are producing the output you expect and want. Sometimes we forget what output is being produced – especially by automated processes which execute nearly automatically.

 

This month, I share a story about a communication from a large, nationally known company. Hopefully, you aren’t doing something similar…

 

Until next month,

 

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What is Your Technology Saying to Your Customers?
These days, all organizations, whether for profit, non-profit or educational institutions, have some level of automation for their basic, recurring business processes. Think about the variety of self-help web sites on which you can enroll for an account, manage your account and personal information, and perform other routine functions.

 

Other customer support needs require some sort of interaction with a person at the organization to accomplish other tasks; however, many of these business processes are automated, too. In fact, many of these processes are routine enough that we don’t give a second thought to the outcomes or messages communicated to customers. When was the last time you evaluated the output of automated business processes to ensure they are communicating the message(s) you want to send to your customer?                                                  View article

Quote of the Month
    "We are what we repeatedly do. Excellence, therefore, is not an act but a habit."

      -   Aristotle

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