The Easy Part is Done

The Automation Support Center has won governance for a new national help desk.

It’s a fantastic development.  I have not been around a group of people who earned an acheivement more than this group.  The management and technicians are professionals and dedicated to providing outstanding customer service.

The model for the help desk is somewhat analogous to a brain: two operational sites with one site [again US YEAH!] acting in the governance/support role.  The real fun starts when we tackle the reporting and metrics.  I look forward to developing a discipline where management shifts the reporting and managerial focus away from performance reporting and towrds process reporting.  We collect massive amounts of data but very few people understand what it contains which leads to huge blind spots in our organizational intelligence.

It’s my intent to help draw the information out and move on a number of tracks, including root cause analysis, continuous process improvement and scientific management.

Assuming Ron Paul doesn’t shut us down, of course.