Professional Development is a GOOD THING!
Posted in Service Management Update, Michael Wedemeyer on Sep 19th, 2008 No Comments »
Professional Development is a GOOD THING!
Yesterday, half of our staff attended a seminar by Verne Harnish. His focus is about how to improve the calibre and growth of your business.
Shining through his seminar was a very clear message about ensuring that you are listening to your customer, and valuing them as … YOUR customer. As he spoke he made reference to having enough in your “Portfolio” to ensure you can continue to provide a range of services to guarantee sustainability.
The more he spoke the more I was relating and comparing it to ITIL. Although his message was very clearly business focused, it smacked a lot like Service Strategy. This was a great clarifying moment for me, even as someone who has a good understanding of Service Strategy. His message is exactly what Service Strategy is about – know you, know - your customer!
He promotes his 1 page strategic plan, which if I had to relate to ITIL and Service Strategy, asks you to do your SWOT analysis, identify capabilities, resources, your priorities, goals/vision, as well as your future plans. (sounds a bit like a service Portfolio)
His seminar was far more than just strategy, but the customer comes first concept resonated.
For those interested in finding out more about Verne Harnish goto www.verneharnish.com
Till next time
Cheers from the team from The Art of Service
Michael
