This week I would like to discuss outside in thinking after reading Ian Clayton’s great blog “Mooning Amtrak”. This is a very good insight into how an organisation with no immediate threat of competition will continuously fail to be customer focused and think outside in.
This blog reminds me of the time I was in the process of rolling out a revamped Problem management process, one which was aligned to best practice and made great sense from an internal perspective. It was not until I trialled this process with customer however that I found how different things can seem from a customer perspective. Phasing the new process to a select amount of customers and ensuring their feedback was used to make key refinements was crucial to the process being a success.
It just so happens that the customers I am referring to were internal customers. Customers which could not easily switch supplier if the process was not working for them. However I strongly believe that the service provider’s mindset should always be geared to thinking competition will quickly take over if the service is not geared and working to the customer. I hope one day organisations such as Amtrak also take on this way of thinking.
Feedback and comments are always welcome!
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