Positive Quote: “Coming together is a beginning. Keeping together is progress. Working together is success.” – Henry Ford
Happy day 2 of National Customer Service week
Have you ever witnessed a team of individuals come together to handle an emergency, or a last minute escalation, or to address an issue with significant impact? To me, that is the picture I think of for the first part of this quote…. the coming together as a beginning.
After everything is addressed, the team moves on, disbands, and goes back to the day to day normality. Usually there is a lessons learned meeting afterwards. Flash forward a month or two and those same individuals are back to a normal routine.
However, for me, the second part of the quote about keeping together is not always done. What if, after the issue was addressed, these same people were to remember how it was to work together and when something came up in their normal day to day routine, they would reach across areas and let those people know… a heads up if you will…..then… even though they are apart, they are still together.
Then you truly see people working together.
I’ll give you an example of a success and a failure in this area based on my prior work life.
Success: I was managing an IT Service Desk at the time; typical break/fix. A project manager in IT was working on deploying iPhones to all stores. This IT Manager, having previously worked with the Service Desk on an issue, decided to reach out and loop us into the project from the very beginning. Doing this allowed us to get our questions on the table before the deployment occurred. It even allowed us to have a voice in selecting the break/fix provider as well as deciding to either insource or outsource. Going forward to the actual deployment, there were hiccups, some phones had issues and users called in for support. The Service Desk was prepared, trained, and had the right tools to take care of the user with minimum disruption.
Now on to a failure: I was managing an IT Service Desk at the time. A different project manager in IT was working on deploying multimedia components to a large number of stores. They had worked with us in the past on issues. However, they decided not to give us a heads up and to not reach out. They deployed the components. One stopped working and the user called into the Service Desk. Guess what….. no one knew what the user was talking about. Once we were able to talk to the project manager and ask about break/fix.. questions like… what vendor is going to repair them? Is it onsite or ship and fix (depot) support? What are the service levels? The answers we received were along the lines of…. Use the normal process. What the project manager had not realized is that the statement of work with our vendors is specific to make/model and an addendum would have to be added to get the vendor to start servicing, unless we inhoused the support. It took a month or so to get everything ironed out.
Comparing the two examples…. I would much rather have more of the first and less to none of the second.
When you are working on something that crosses department boundaries, do you reach out to other areas to see if this may impact them? Do you reach out to your risk manager to discuss if this may impact others?
I am still fairly new to the bank, so I don’t yet know everyone or how everything fits together. I am learning. I plan on continuing to keep asking questions.
Have a terrific Tuesday.