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A Step-by-Step Guide to Creating a Service Culture in the IS Department
Keisley Harris, March 2003, Pages: 142
A guide for information systems managers to help them create a strong service ethos in their departments.
The technology is changing ever more quickly. Keeping up with it is clearly a complex problem. Yet most IS departments seem to manage.
Getting on with the business ... that's another matter. Most IS departments don't manage this. The IS/business relationship is an almost universal problem. There are reasons why this is so, and these are explored within, but the point is that it is an unusual IS department that can take comfort from its customers' perceptions of the service it provides.
So service is an issue, and a big issue for many IS departments. That is why this guide has been written. It describes the process in step-by-step detail. The intention is to allow those who would wish to use the process in their own departments, and without external assistance, to do so. For those who recognise that cultural change is difficult and so would like some external assistance, the guide will allow them to assess fully just what is involved, and to make informed decisions on what they do for themselves and on what aspects they get help.
Most IS departments seek to get close to the business. They look to establish the kind of effective partnership that leads to full exploitation of IS by the business. However, if there are problems in the relationship and in the perceptions that the business has of the IS function, then there will be barriers to achieving partnership.
This guide is all about removing those barriers by creating a strong service ethos in the IS department - one that will lead to higher levels of customer satisfaction and to better relationships between IS and the business.
Creating a service culture is not easy. However, the guide sets out in full detail a proven process for achieving success.
The guide describes in detail each of the eight steps in the consultancy process in helping IS departments to create a service culture.
The material for each step includes:
- A detailed description of what has to be done at that step
- A checklist of key points
- Detailed examples, exercises, questionnaires, agendas for workshops/meetings, facilitator's guidance notes, and similar
The aim throughout is to ensure that proven tools and techniques are available to the reader in concrete terms.
The benefits of this guide include:
Success in creating a strong service culture in the IS department produces positive perceptions by the business of the contribution being made by the IS function. This permits a closer working relationship and ultimately leads to maximum business benefit from the use of IS.
The guide helps IS managers to bring this about through detailed 'how to' advice, all of which is based on tried-and-tested experience.
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