Comments for Neil Bonner

Comment on WordPress and iPhone App integration by chandraa

chandraa — Mon, 26 Jul 2010 06:35:29 +0000

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Comment on Opens Source Software and the White House by Saed

Saed — Mon, 05 Jul 2010 15:01:35 +0000

Good post, very informative, you made some good points.
thnx

Comment on CIO’s can learn customer service lessons from the local car dealership by Neil Bonner

Neil Bonner — Wed, 12 May 2010 14:08:18 +0000

Craig,
Thanks for commenting. Yes, I think you highlight the biggest challenge to the model I describe above. That is how does the customer get pointed to the “right” team?

I think there is no “right” or comprehensive answer to this question. In fact, several of the technology teams could satisfy the customers requirements. Some better than others. Ideally, the teams could present to some governing / deciding body their case for developing the application.

I admit that is the messiest part of the organizational structure however the structural competition between the various groups would overcome any inherent problems, I believe.
-Neil

Comment on CIO’s can learn customer service lessons from the local car dealership by craig colley

craig colley — Wed, 12 May 2010 13:43:28 +0000

You would have to teach customers which service team they required unless the service desk becomes the means to engage the service areas. If you have experienced service desk rather than the least experienc,, they could be the means to achieve th end to end service you are talking about.

To often service desk is though of the begining of ones IT career. This is a mistake as people’s architype may make they predisposed to customer service. If they have a liberated mind and want to grow they should not be forced to specialise but rather develop in service delivery.

I think that customer service architype career path should be customer service, problem management service delivery manager. The various management skills could be taught over time, to include people and financial management.

if you want long term success in your view, could you imagine these types of managers making their eventually way to executive, so that their bent is not strongly focused on financial management. The financially focused managers could then be used to balance these types of managers.

But in the world of companies floated on the stock market, and the pressure from investors being on profit I find it hard to believe that the young upstart little experienced financially focused managers not being given places of authority.

But no 2, with the world of open source and service being the thing that is sold, this would be the counter arguement of my first but?????

I hope you reply, because you sound like a very interesting person to talk with.

In case your interested, I am in Ferenze, and was looking up Michelangelo when I found your site. I first thought that you stole this address to get people to look at your ideas,BUT fortunately did not allow my initial misconception to stop me from seeing how wonderful your site is. I like the way you think.