How to be a great CIO (IX): Focus on the smiles, not the trains

<p>Service Management guru Ian Clayton posted a great paper from one of his customers, about why Outside-In thinking is paramount to avoid frustrating everybody and yourself, as the article wisely says:</p>
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<p><em>&#8220;For most organizations, it is a natural tendency to look inward at what they do. They are focused (sometimes totally) on how the work is designed and accomplished, and performance measures are geared toward achieving internal goals. (&#8230;) </em></p>
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<p><em>Failure to please the customer leads to, well, failure.&#8221; </em></p>
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<p>The article is short, download it from <a title="Systems or Smiles - What Business Are You In?" href="http://www.servicemanagement101.com/files/lockheed-lean-for-services-whi... and while you are at it, subscribe to Ian Clayton&#8217;s <a title="Ian Clayton's Service Management blog" href="http://www.servicemanagement101.com/index.php/easyblog">blog</a>.</p><br />Filed under: <a href='https://thevisibilityblog.com/category/cio/'>CIO</a>, <a href='https://thevisibilityblog.com/category/ciso-cso/'>CISO / CSO</a>, <a href='https://thevisibilityblog.com/category/corporate-visibility/'>Corporate Visibility</a>, <a href='https://thevisibilityblog.com/category/it/'>IT</a>, <a href='https://thevisibilityblog.com/category/it-visibility/'>IT Visibility</a>, <a href='https://thevisibilityblog.com/category/monitoring/'>Monitoring</a>, <a href='https://thevisibilityblog.com/category/visibility/'>Visibility</a> <a rel="nofollow" href="http://feeds.wordpress.com/1.0/gocomments/visibilityblogdotcom.wordpress... alt="" border="0" src="http://feeds.wordpress.com/1.0/comments/visibilityblogdotcom.wordpress.c... /></a> <img alt="" border="0" src="https://pixel.wp.com/b.gif?host=thevisibilityblog.com&#038;blog=24135054... width="1" height="1" />

Blog_URL: 
https://thevisibilityblog.com/2013/06/01/how-to-be-a-great-cio-ix-focus-on-the-smiles-not-the-trains/
Blog Date: 
Sábado, Junio 1, 2013
Blog GUID: 
http://thevisibilityblog.com/?p=814

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