Tag Archives: customer

ISACA Revamps COBIT 5 Core Principles

By | August 29, 2014

Tweet A month ago, I saw the announcement from ISACA about their work revamping the COBIT 5 Core Principles.  These 5 principles provide a good foundation for structuring an IT strategic plan.  It is good to see that the principles start with stakeholder needs.  This aligns well with our shift from focusing on technology to delivering… Read More »

We don’t need another Hero

By | May 13, 2014

Developing strategies and approaches to change this culture is key to moving our organizations to a Service Management model. It all starts with taking the time to plan, analyze and implement processes. Not easy but the end results are far more effective than ad hoc solutions created in a time of crisis. We don’t need another Hero!

What are Your Services?

By | May 28, 2013

Tweet We discussed Who is Your Customer?  in my previous post, now it is time to start to think about what services we deliver to our community.  After running an exercise on identifying our customers and the categories they fit in, we started to work on the services we deliver to our University community. The… Read More »

Who is Your Customer?

By | May 3, 2013

Tweet Who is Your Customer?  This may be easy for many businesses especially if they are selling consumer goods.  If you ask any service organization at a University, the standard response is “Students are our main customers”.  The rationale here is that without our students, we wouldn’t have a university.  At a very high level… Read More »

Our Students: Products or Customers?

By | April 14, 2012

Tweet I was part of a discussion about our students.  I was in a great session at SGHE Summit Conference facilitated by my good friend Brian Knotts (@brian_knotts) titled the Future of ERP. The discussion began with a suggestion from me that our higher education institutions need to find ways to become “open, candid and… Read More »