Comments on: When Does Process Kill Service? http://changeforge.com/2009/01/22/when-does-process-kill-service/ where business and technology collide... Wed, 17 Mar 2010 05:36:14 -0600 http://wordpress.org/?v=2.8.6 hourly 1 By: Sharon http://changeforge.com/2009/01/22/when-does-process-kill-service/comment-page-1/#comment-4452 Sharon Sun, 25 Jan 2009 22:47:12 +0000 http://www.changeforge.com/?p=887#comment-4452 Ken, That is my dance! I expect to be hired for my skills; new market, skills that are not understood by my company; measurement via copier placements only, I am still finding my way. I appreicate your blog more than you will ever know, as my knowledge base is not challenged in my new world and I really NEED it. Ken, That is my dance! I expect to be hired for my skills; new market, skills that are not understood by my company; measurement via copier placements only, I am still finding my way. I appreicate your blog more than you will ever know, as my knowledge base is not challenged in my new world and I really NEED it.

]]> By: Sharon http://changeforge.com/2009/01/22/when-does-process-kill-service/comment-page-1/#comment-771 Sharon Sun, 25 Jan 2009 20:47:12 +0000 http://www.changeforge.com/?p=887#comment-771 Ken, That is my dance! I expect to be hired for my skills; new market, skills that are not understood by my company; measurement via copier placements only, I am still finding my way. I appreicate your blog more than you will ever know, as my knowledge base is not challenged in my new world and I really NEED it. Ken, That is my dance! I expect to be hired for my skills; new market, skills that are not understood by my company; measurement via copier placements only, I am still finding my way. I appreicate your blog more than you will ever know, as my knowledge base is not challenged in my new world and I really NEED it.

]]> By: ChangeForge | Ken Stewart http://changeforge.com/2009/01/22/when-does-process-kill-service/comment-page-1/#comment-757 ChangeForge | Ken Stewart Sat, 24 Jan 2009 15:18:13 +0000 http://www.changeforge.com/?p=887#comment-757 Ken, one definition of bureaucracy is: administration characterized by excessive red tape and routine. The one I think I enjoy is the primary (according to <a href="http://Dictionary.com" rel="nofollow">Dictionary.com</a>) and that is: government by many bureaus, administrators, and petty officials.<br><br>'Petty' - that really sums up bureaucracy! Process can be a grand thing when their is both form and function. Process can help maintain sanity where fire-fighting was prevalent and sustain institution when turn-over is present.<br><br>I liken Bureaucracy to cancer. It serves no real purpose other than self-perpetuation and to exercise control where none is needed. It treats its members like children with no decision making ability and does not foster creativity.<br><br>As you can see I am very passionate about this.<br><br>I would say that if you are having some troubles with the voicethread solution though - you may very well be experience just what one might in an environment where red tape prevents you from forward movement ;-)<br><br>It sounds as if they need to clean up their user interface. I did take a gander around and I think the idea is marvelous! I only spent 2 minutes on the site though - so maybe I didn't get deep enough to see the seedy underbelly ;-) Ken, one definition of bureaucracy is: administration characterized by excessive red tape and routine. The one I think I enjoy is the primary (according to Dictionary.com) and that is: government by many bureaus, administrators, and petty officials.

'Petty' – that really sums up bureaucracy! Process can be a grand thing when their is both form and function. Process can help maintain sanity where fire-fighting was prevalent and sustain institution when turn-over is present.

I liken Bureaucracy to cancer. It serves no real purpose other than self-perpetuation and to exercise control where none is needed. It treats its members like children with no decision making ability and does not foster creativity.

As you can see I am very passionate about this.

I would say that if you are having some troubles with the voicethread solution though – you may very well be experience just what one might in an environment where red tape prevents you from forward movement ;-)

It sounds as if they need to clean up their user interface. I did take a gander around and I think the idea is marvelous! I only spent 2 minutes on the site though – so maybe I didn't get deep enough to see the seedy underbelly ;-)

]]> By: ChangeForge | Ken Stewart http://changeforge.com/2009/01/22/when-does-process-kill-service/comment-page-1/#comment-756 ChangeForge | Ken Stewart Sat, 24 Jan 2009 15:10:56 +0000 http://www.changeforge.com/?p=887#comment-756 Strong, my feeling on this is that companies often find ways to justify their process thinking they are better than the competitor down the street, so to speak - or thinking they are doing at least as good as their competition.<br><br>It is a dangerous game to play, but very few companies really take it to the next level. Very few indeed. Strong, my feeling on this is that companies often find ways to justify their process thinking they are better than the competitor down the street, so to speak – or thinking they are doing at least as good as their competition.

It is a dangerous game to play, but very few companies really take it to the next level. Very few indeed.

]]> By: ChangeForge | Ken Stewart http://changeforge.com/2009/01/22/when-does-process-kill-service/comment-page-1/#comment-755 ChangeForge | Ken Stewart Sat, 24 Jan 2009 15:08:40 +0000 http://www.changeforge.com/?p=887#comment-755 Sharon, I think high-capacity producers are much more apt to get frustrated. I know I do. I think, however, than many customers use their voting power to decide just what is important to them. However, I also wonder if many people are beginning to expect everything for nothing ;-) Sharon, I think high-capacity producers are much more apt to get frustrated. I know I do. I think, however, than many customers use their voting power to decide just what is important to them. However, I also wonder if many people are beginning to expect everything for nothing ;-)

]]> By: Sharon http://changeforge.com/2009/01/22/when-does-process-kill-service/comment-page-1/#comment-754 Sharon Sat, 24 Jan 2009 13:13:54 +0000 http://www.changeforge.com/?p=887#comment-754 Customer service; do we fight for what we deserve? Are we willing to pay more for the appropriate support and customer service? I for one stand on solid ground here; I will pay more to the organization with the customer service I expect. I will not work with organizations who fall short of that. The one exception, my own company! I do however attempt to change the processes which obviously frustrate our customers hopefully my clients are more patient than I. Customer service; do we fight for what we deserve? Are we willing to pay more for the appropriate support and customer service? I for one stand on solid ground here; I will pay more to the organization with the customer service I expect. I will not work with organizations who fall short of that. The one exception, my own company! I do however attempt to change the processes which obviously frustrate our customers hopefully my clients are more patient than I.

]]> By: Strong One http://changeforge.com/2009/01/22/when-does-process-kill-service/comment-page-1/#comment-752 Strong One Fri, 23 Jan 2009 21:19:16 +0000 http://www.changeforge.com/?p=887#comment-752 Oh, the irony. I had to make one of those phone calls just the other day. <br>I think to battle this 'phenomena' I think 'corporate america' should have to call in and suffer through those automated phone answering services as part of THEIR workday.<br>Then we'll see how long it takes before the automated menu gets fast - tracked.<br>It makes you wonder... have they EVER listened to the very type of customer service that they are providing??!!<br><br>Grr. Oh, the irony. I had to make one of those phone calls just the other day.
I think to battle this 'phenomena' I think 'corporate america' should have to call in and suffer through those automated phone answering services as part of THEIR workday.
Then we'll see how long it takes before the automated menu gets fast – tracked.
It makes you wonder… have they EVER listened to the very type of customer service that they are providing??!!

Grr.

]]> By: ChangeForge | Ken Stewart http://changeforge.com/2009/01/22/when-does-process-kill-service/comment-page-1/#comment-751 ChangeForge | Ken Stewart Fri, 23 Jan 2009 20:29:57 +0000 http://www.changeforge.com/?p=887#comment-751 Ontario, this is classic! I love the response. Well said. Ontario, this is classic! I love the response. Well said.

]]> By: kallan http://changeforge.com/2009/01/22/when-does-process-kill-service/comment-page-1/#comment-746 kallan Fri, 23 Jan 2009 08:21:46 +0000 http://www.changeforge.com/?p=887#comment-746 Tēnā koe Ken<br><br>Bureaucracy is process. It's all process - cyclical process. I've seen it all before. AaaaaaaaaaaaaaaaH!<br><br>I've just been looking at <b>Voicethread</b>. A blogging colleague suggested I should check it out. After fiddling with the information pages trying to work out what it can offer me, I took a break (as I do) only to be confronted with your story of corporate bureaucracy. I though, "this is like déjà vu! <b>AaaaaaaaaaaaaaH!</b>"<br><br>It is déjà vu!<br><br>Is it me? Our is it bureaucracy in a web2.0 app? Check it out.<br><b><a href="http://voicethread.com/" rel="nofollow">http://voicethread.com/</a></b><br><br>Catchya later Tēnā koe Ken

Bureaucracy is process. It's all process – cyclical process. I've seen it all before. AaaaaaaaaaaaaaaaH!

I've just been looking at Voicethread. A blogging colleague suggested I should check it out. After fiddling with the information pages trying to work out what it can offer me, I took a break (as I do) only to be confronted with your story of corporate bureaucracy. I though, “this is like déjà vu! AaaaaaaaaaaaaaH!“

It is déjà vu!

Is it me? Our is it bureaucracy in a web2.0 app? Check it out.
http://voicethread.com/

Catchya later

]]> By: ontarioemperor http://changeforge.com/2009/01/22/when-does-process-kill-service/comment-page-1/#comment-743 ontarioemperor Fri, 23 Jan 2009 04:37:06 +0000 http://www.changeforge.com/?p=887#comment-743 If I had to choose whether "building walls between you and your customers" or "companies that erect walls which prevent customer-focused individuals from serving their customers" is the greater evil, I'd say that the first item is worse than the second. <br><br>I get paid a nice salary to deal with my company's bureaucracy. <br><br>In most cases, the customer has to pay the company to deal with the company's bureaucracy. If I had to choose whether “building walls between you and your customers” or “companies that erect walls which prevent customer-focused individuals from serving their customers” is the greater evil, I'd say that the first item is worse than the second.

I get paid a nice salary to deal with my company's bureaucracy.

In most cases, the customer has to pay the company to deal with the company's bureaucracy.

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