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激发组织和领导者的最佳潜能

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读者评论(选):林露  

2010-01-21 17:19:32|  分类: 《私家教练》读者 |  标签: |举报 |字号 订阅

  下载LOFTER 我的照片书  |

Cindy,

Your first book is excellent. I am very proud of you.

I think I can learn a lot from your book.

Sorry that I can not express in Chinese well now. What a shame.

Following are my comments based on my experience in an outsourcing /Service provider business.  Outsourcing is becoming a way of surviving for all companies in a fierce competitive environment across United States.

I think there are 3 very important things for an outsourcing business:

1. How to win trust from customer initially and eventually win a contract

l  Fluent English is critical to build communication channel and trust.

l  Strong technical presentation in an artistic way

l  Highly efficient management and IT infrastructure.

l  Understanding the culture difference

You covered this part very well. Chapter 1,2,3 are all about above topics

BTW, 2 years ago, when you and John came to talk to my company, Data Intensity, our CEO told me he is very impressed with your management and IT infrastructure. Your presentation is quite good. But he and other Senior management thought your company does not posses the strong expertise in Oracle eBusiness Suite administration.

2. How to provide excellent (semi-perfect) services or deliver the project on time

l  Highly trained technical team.

Ø  This is the most important key to succeed.

Ø  Excellency and Efficiency all come from expertise and experience.

l  Efficient project management that communicates with customer in details.

Ø  This is the 2nd most important key to succeed.

l  Hardworking ethics and Professionalism

l  Documentation

l  Periodic project/service review.

Ø  In service area, a well documented procedures needs to be maintained,  constantly reviewed and revised to avoid mistakes and improve the service

l  Managing customer expectation.

You covered most of above topics in Chapter 3 and 4.

My believing:

The key to provide excellent or near excellent service is a highly trained technical team who follow the right procedures.

3. How to make customer rely on you and bring in more contracts

This is to achieve a perfect state of outsource.

It started to happen to my company Data Intensity.

Many of our customers are relying on our variety of services now. These customers usually begin with a small contract on database administration service. As we continuously improving our services, we also started expanding our services coverage; Our bundled services now including Functional Helpdesk (Application Development) contracts, SQL Server contracts, Unix Server service contracts and Unix server hosting. Basically we provided a cost cutting means for a small to medium company’s IT department services. It is very attractive to our customers. Once they are on a bundled services contract, it is very difficult for them to leave us. Thus they become relying on our company. These customers also advertise for us , thus bring more customers to us.

The key to achieve this state:

l  Continue to improve services.

Ø  You have to win customer’s trust.

Ø  You have to make them believe you are the best.

l  Continue to improve the quality of technical team

Ø  Deepen and widen the team expertise. This is the prerequisite for improving services stated above

Ø  Maintain talent pool and prevent talented assets turn-out. (not easy though). I stay in Data Intensity for 7 years now. I love what I am doing, the pay is good. I got the respect I wanted. This makes me stay. I believe many of our very brilliant DBAs stay for long time in our company for the same reasons. We bounded together for the same passion for excellence. As you said in your book, it is an art, it is a passion.

l  Continue expanding business to cover more business areas.

Ø  Services Outsourcing is a very competitive business. The more variety of services you have, the more expertise you posses, the less likely chances to be defeat by competitor

Thank you for sharing this excellent book.

 

 林露 Senior Oracle Application DBA, DataIntensity, Inc., Boston, USA

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