SIAM Challenge #2 – People part 1

Welcome back and a brief note; these challenges are not in any particular order, they are all vital to be addressed for SIAM success. Each of the challenges will be different and affect organisations differently. Challenge no two the...

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SIAM Challenge no1 – Strategy part a

Welcome back, we are continuing our series on SIAM challenges - this week we're focusing on Strategy or the lack of it. This mini blog is published in 2 sections; this is 1 of 2 on Strategic challenges. There are...

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From Bid Strategy to Delivery; where does it all go wrong? Part 2

Part 2  Tenders, Proposals and Bid Management are all part of an organisations Sales pipeline and business processes. It’s one of the elements of bringing in business. It is a multi-billion dollar business worldwide. Organisations today outsource services as a...

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Essence of ESM

The journey of IT has been fascinating over the years, from ad-hoc IT shop to a sophisticated, complicated service delivery organisation. Some of us are doing this well and others struggling. Some are still stuck in the process world,...

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Service Excellence at the core

To commence building towards Service Excellence there needs to be some underlining strategy defined. Many things can be achieved here, starting off with developing your Services Charter. You probably already have some information and values described, why not start...

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Building Service Excellence

Our last blog focused on Customer & Service excellence, competencies and skills. But how do you actually build this?   It does help if you and your leadership team have excellent customer service skills yourselves. Your other options are to...

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Customer & Service excellence

  How does one build and maintain Service Excellence into their organisations? I wondered after a series of unfortunate customer service experiences from significant brands, please see my previous posts. Service Excellence has to be part of the DNA of the...

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Dealing with angry customers

How to deal with Angry Customers Last week and a few weeks ago we focused on “What is good customer service? “ we wrote some tips about the training required and other things to consider when hiring and training staff...

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Are you being served?

Today’s blog is looking at Customer service as our continuing theme. Last week we looked at poor service as a result of lacklustre culture and leadership team. Today we are focusing on some customer service fundamentals and principles. Definition -...

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From Bid Strategy to Delivery, where does it all go wrong?

Most of us are familiar with tender processes, proposals and bids whereby our service providers, vendors, and potential partners state their best intentions, ideas how they do things and propose to deliver against your requirements. It is a multi-million...

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