People are the Most Important in the People, Process, Technology Triad
Animesh Mukherjee
Experienced in large-scale hybrid IT operations with emphasis on cloud, cost, cyber and ITSM.
“Your bag has arrived, I had it delivered to your room!”, she shouted as she watched me approach her concierge desk. Grinning from ear to ear and almost jumping up and down like a 5-year-old, Shirley seemed to be happier than I that my suitcase had finally been delivered by the airline. It was day three of a week-long vacation in St Lucia and my wife and I had been using whatever we had in the hand luggage and some hastily purchased clothes and toiletries while waiting for the bag to catch up with us. Shirley had been pursuing them everyday on the phone, tracking the bag from San Francisco to JFK and finally getting it delivered to the resort.
Her joy at finally making her guest happy after doggedly following up with airline showed how she took empathy with her customer to the next level: it was as if it was her bag that was lost, not mine. She literally put herself in my shoes, my thoughts and my feelings, and did everything she could to fix the problem.
I contrast this with a recent experience I had with booking and then re-scheduling a trip with an airline that has a duopoly of flights to India from the USA due to COVID. I probably interacted with 15 or 20 different agents on the phone or through email and found that they fell into two groups. Very few of them were actually able to help me get the work done right away, but they were able to do what others said that the rules didn’t allow them to do! Most, who belonged to the other group, would collect my details, understand what I was requesting and then say that this work required another team and I would receive a call-back in less than four hours to get it done. That never happened (except once when they called me in the middle of the night), and I would have to call again to pursue the matter.
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Thinking about all the interactions I realize that it all depended on the attitude of the individual I was talking to. If they were truly interested in solving my problem, they would try. In fact, having that mindset meant they would have learnt all the aspects of their job, even the tasks that most of the others said they couldn’t do or needed another department to help.
All the value stream mapping, the process analysis, data mining and other tools that we build, every tool that we have in our arsenal, all come to naught unless we have really motivated people with the attitude that Shirley displayed. People are the most important part of the people, process technology triad.?
Project Manager (PMP) with extensive experience working with people and technology to achieve goals and solve problems.
3 年Great story. It's all in the individual, the person who answers the phone, responds to a query, greets you at a store, etc., that one person makes all the difference in the end result and your impression of their company.
Very true. People (Personas, stakeholders) are the most important part of people, process, and technology triad. Empowering them to take decision is the core for customer success.