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Technology

Over the last few weeks, I’ve been getting one particular question more and more… Inquisitive minds wonder: “what is it you do exactly?” and I feel that I have a really great (and vague) answer to share.

I like to tell people that I work as a problem solver, helping large enterprises solve their most complex issues. Sometimes I add that we enable them to deliver high performance over the long term. Great, succinct, true.

But, then they ask the dreaded, “What? So how do you do this?”

Well, I say, I work in the world of technology consulting and systems integration and I help companies implement ERP systems so they can be more efficient in their real time —  — and at this point — - I’ve lost them. They say, ERP huh? SAP what? Real time data? Doesn’t that just happen on it’s own? It’s a lost cause at this point.

So, I stop and regroup. I continue and share that we help big companies fix their IT problems.  Most of the time, they ask if I go in and fix a Microsoft Word issue on an employee’s PC… I smile and tell them it’s not exactly that.

The fact of the matter is that the consulting world is about making companies achieve greatness, and being a member of a team that delivers crucial solutions for some of the most incredible enterprise problems. It involves hard work and a vast problem solving ability, exceptional client focus, and a drive to outperform the benchmarks already created for best in class results. It’s a world, where the best is just good, and innovation is a must have skill.

And, I believe, it’s where I was meant to be.

Technology consulting, in and of itself is a strange ecosystem. Technology consultants are called in when the core competency of a company is in jeopardy, and the success of a project is absolutely crucial to their organization’s viability and growth. Consultants are called in when the most complex issue is involved, and industry experts with amazing resources and knowledge are needed to advise top executives on how to proceed. 

So, I guess, I should just say when someone asks “what does a technology consultant do?”  — - is that we help some of the biggest companies achieve success through technology — - and leave it at that.

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Due to the nature of my job, I find that I am constantly thinking about how to improve customer satisfaction, but as a consumer, it’s also something that I am acutely aware of when it’s done incredibly well (see my post about J.Crew).

Add technology to the mix, and you can bring satisfaction levels to new heights with process innovation and customer facing technological improvements.

I also believe that an acute and strict focus on customer service is also increasingly important for all business transactions — even if your firm is not in the retail or hospitality industries. Why? Because there is always a competitor eager to snap up your customers if you don’t meet their expectations perfectly. This is where technology can greatly add value, and create competitive advantage. Just ask Apple and USAA.

Technology Drivers in Satisfaction

This year Apple has ranked third in Business Week’s customer service survey. Apple’s service technology including the genius bar, and “roving in-store checkout clerks” were primary reasons listed for their success.

The company’s sleek devices and user-friendly software aren’t its only innovations. Appointments at Apple’s (AAPL) “Genius Bars” and its roving in-store checkout clerks are just two ways the company has pioneered new approaches to customer service. The iPhone maker is likely got a bump this year as more companies created customer-friendly apps for their own services, helping to burnish Apple’s customer service brand. // via Customer Service Champs 2010: No. 3 Apple - BusinessWeek

The article continues that USAA (an online-based banking/insurance institution for the military) has taken the number two spot, mainly because of the use of technology within it’s “brick-and-mortar-less” operations and their iPhone app. Just think, when you are in Iraq, how are you going to get to your nearest branch? What about mailing in a check? That’s where technology comes into play.

When Staff Sergeant Corey Mason wants to deposit a check, he doesn’t use an ATM, a teller at a branch, or even a stamped envelope and deposit slip. Rather, the 37-year-old GPS systems specialist takes a picture of the check with his iPhone, uses an app to send it to his bank, and within minutes the money shows up in his account. // via USAA’s Battle Plan - BusinessWeek.

In reading the business week article about USAA, it’s remarkable how their revolutionary technology has increased customer satisfaction, and created life long relationships and brand loyalty.

It’s not just the people piece any more, it’s the technology behind their customer interactions. What I find even more surprising, is that they are able to quantify their return-on-investment in technology with top-notch customer service ratings and rankings in these types of surveys. So very difficult to make a business case for these technologies, but with the right filter, it can mean the difference between a world-class and mediocre firm.

Take Note

It is remarkable how technology has influenced customer service in today’s marketplace and world-class brands like Apple and USAA are at the forefront of this phenomenon. This is certainly not an easy feat these days, but is something that other service brands should take note of and strive for in order to survive the onslaught of Consumer 2.0.

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Full Disclosure: I am an employee of Apple. I am not commenting on the company other than to report a positive Business week article. Any opinion above is my own, and that not of my employer.


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Lately, I’ve been thinking about “passion,” what drives people and what leads them to be successful. Everyone says that you must do something that you care deeply about, otherwise there’s no chance in being happy. Does that translate to success? I think there’s more to that equation, and it typically involves hard work, perseverance, and attention to results. The last of which I find to be the most important piece.

Lightbulb.

This past weekend I was in DC for work and leisure, and I had the pleasure of meeting a director of a local DC organization whom I found to be incredibly driven and passionate about public health and policy. When he spoke of his passion, it was evident that this man will do wonders to change the world. He has a vision, purpose, and a dozen letters that come after his name. But, regardless of that, his vision drives him to get down and dirty and work hard at achieving his goals.

It’s awe inspiring when I have the privilege to talk to people about their passions. I know that when individuals follow their hearts, and when I hear that they back that up with pure unadulterated hard work and dedication to driving results AND holding themselves accountable to their mission, that they ultimately achieve their goals.

Technology.

What I also gained from this conversation was that I tend to think of things in terms of problem solving. When a system is broken, whether the way patient care is managed, how that information is stored, how that leads to policy issues, late and inaccurate data reporting, and healthcare overload.

Thinking about how technology can be used is innate within me. The way patient care is accomplished, and how a broken system can be restored has to happen with technology. Patients are really clients and clients are managed with CRM software–but how well do hospitals understand CRM? Which interactions do they log? How do they follow up and track progress?

I was excited that my training and background can someday enable me to help out in an area that my new friend was so passionate about.  I will someday be working on engagements that will allow me to influence these very real, and serious issues affecting the private and public sector, and that is exhilarating to me.

My major lesson learned was that having a vision, having a purpose, and being results oriented will allow one person to change the world.

My passion.

Deep down, I know what I am passionate about. I know what I am interested in, but I don’t think I’ve ever fully written down, in list form, what drives me. What is it that I want to accomplish? And how do I plan to get there? What in my professional life makes me happy, and how can I use this passion to accomplish great things for the companies I want to consult with?

  1. I am driven by technology. More specifically, I am driven by “Green Tech” because that is the future of business.
  2. I am driven by innovation, through process or machine.
  3. I am driven by sustainability. Investing now, will save time and money for cities, states, nations, and global enterprises.
  4. I am driven by ingenuity and problem solving. I thrive in fast paced environments that are dynamic and challenging.
  5. I am driven by delivering on results, and setting and exceeding ambitious goals.
  6. And I am ultimately passionate about people. Diverse people with incredible ideas and stories. People that want to change the world.

And this means?

I believe that technology is an important strategic level goal that most companies need to invest in. I believe that even at a local DC health organization, technology plays a major role in quality of care, and these tenants are scalable from fortune 100 to start ups. Technology allows the management of information, and we are in an age where information is key to where we want to go next as a civilization. The future of this industry is in the proper implementation of systems that will support and drive enterprises to the next level.

Green tech and sustainability are key to the future of business. It makes sense to have tech policies in place that can ensure high rates of return, and cost reductions. An eWeek article recently stated “This may be a bit surprising to some corporate executives: IBM figures that for every dollar saved in energy drawn from the wall, a company saves $6 to $8 in operational costs as a result.”

How do you save energy? You implement technology that can modernize the lighting systems. You recover heat from huge data centers to help heat and cool entire complexes. You look to innovation to change business processes and ensure adequate focus is on future change. You solve complex problems, and tackle exceptional issues with smart people, and you hold yourself and your team accountable to delivering results.

The company today will not last in a marketplace of tomorrow. And the thought of being involved in solving those problems within the private sector, well, that drives me also.

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I’m a bit surprised that this is just beginning to be a trend… but nevertheless…

A recent survey of business leaders, conducted by the Economist Intelligence Unit and commissioned by Accenture, revealed what those IT and business leaders are discussing in their closed-door budget meetings. The results hint at one thing when it comes to IT: strategy.

via BlueLock - IT to go “strategic” in 2010.

In fact, when discussing technology and the role of IT in an organization, strategic partnerships with the other functional areas should be a primary goal, as technology can directly influence behavior in the organization and more importantly revenue streams.

For example, technical oversight via systems processes can ensure proper and legal behaviors of the staff, integration between business models can influence collaboration and timeliness, and an IS&T strategy can ensure that the functional roles and tactical behaviors of employees are focused on clear value added jobs and responsibilities.

IS&T can also affect customer behavior and employee attitudes towards customers when they have a clear view into each interaction between the firm and those respective customers through proper CRM implementation and how the customer has responded through business intelligence and analytics.

Proper implementation and strategy of information technology and systems is one of the primary strategic goals that any global Fortune 100/500  firm can implement in order to ensure sustained competitive advantage, even if they are focused in other areas for profit.

One reason why this may not have been a trend until recently, is I that it can be incredibly difficult to identify the causal relationship of IT to behavior in an organization and most if not all will be anecdotal. That can cause problems for many ‘quants’ out there.

I would guess — while I believe these systems can and do impact tangible returns like an increase in revenue and a decrease in expenses — there is really no way that you can eliminate (at least in a real business climate) the variables that affect behavior.  But with enough anecdotal evidence, you can piece together a proper idea of the effects of information technology on said business climate.

If we look at a case in which an industry that is primarily driven by other means, such as the Banking sector, one can’t imagine an environment where technology wasn’t a strategic asset. Banks certainly can’t focus on their trading and asset management without a proper IT strategy, and it needs to go to the heart of the organization so that it influences individual behaviors and roles. Otherwise, focusing on any other opportunity or strength is in vain, and the firm is destined to fail regardless. This can be related to any number of industries including the energy sector.

And when they fail at IS&T it can be disastrous for the firm, and should be noted when determining any future strategy.

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Calculating Consumer Happiness at Any Price

13 December 2009 Economy

If technology and systems didn’t come so naturally, I really believe that I would have become an economist. I just find it fascinating. The “business information systems” major was such a perfect fit for my abilities, that I didn’t really think twice about selecting it when I was choosing my major at Lehigh. But, as I […]

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Technology, Society, and a Smarter Planet

12 October 2009 Education

Over the past weekend, I was having lunch with a dear friend at a cafe in Hollywood, and we were joined by her non-profit business partner and another member of their US based team trying to accomplish a very awesome and noble feat, opening a school for an under served and poor town in rural Mexico.
Technology: […]

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The Switch to Open Source Software in Enterprise Applications

23 September 2009 Cloud Computing

The current landscape of the enterprise information systems sector is one with a vast selection of software vendors armed with a seemingly endless number of proprietary software applications. In the typical business model, the users of these applications are charged large sums of money for licenses to run the programs, and at times, even larger […]

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Open source cloud computing the wave of the future?

20 September 2009 Uncategorized

Ultimately, we believe that advancement in cloud computing technology will be driven by open source initiatives where large communities of engineers can collaborate and develop new code for the new applications and demands posed by the cloud model,” says Shelton Shugar, SVP Cloud Computing at Yahoo!

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I.B.M. Profit Exceeds Wall Street Forecasts

18 July 2009 Economy

International Business Machines has long been viewed as a barometer for corporate technology spending. And its second-quarter results, announced after the close of the market on Thursday, provided another encouraging sign for the technology sector. Yet I.B.M.’s performance, analysts say, is probably an indication that the company’s strategic steps in recent years are paying off, […]

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KPMG Weighs in on Green Technology (Sept 2008)

18 July 2009 Alternative Energy

In a survey released in September 2008 by KPMG, the audit, tax and advisory firm, two-thirds of those polled said that green technology investment is sustainable. Almost all said they expected venture capital for start-ups producing these technologies to continue to increase in 2009. Half predicted an increase of 20 percent or more over 2008 […]

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