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 imp
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, Da
2. How to provide excellent (semi-perfect) services or deliver the project on time
l Highly trained technical team.
Ø This is the most imp
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 imp
l Hardworking ethics and Professionalism
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.
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 Da
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. On
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 Da
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