Recruiting staff from vendors? You sure about that? #btot

An interesting couple of tweets from an ex-colleague @9600

Why do $BIGCORPs make senior hires of people previously at a major vendor critical to their operating cost base? Insanity!

I suspect he’s talking about the sales at Nokia…

he then adds

It’s highly likely they’ll have a strong vested interest in $VENDOR (stock) and are almost certainly at least wedded to their tech.

It’s an interesting point, and many of my colleagues will have noticed managers coming in from outside industry; making wide changes and leaving (cf. seagull management). If this happens with these sort of hires, you can then get stuck with $VENDOR solutions, while those who brought them in depart…

How NatWest’s IT meltdown developed – validation and outsourcing? #btot

Recently worked on a project where a validation phase was supposed to prevent such issues. However since this was outsourced to highly expensive ‘validation specialists’ they didn’t actually know enough to find any problems that the developers didn’t catch. Added hugely to the cost and nothing to the quality of the deliverables. Outsourcing it vastly appealing to the bean-counters but when things go wrong they can go wrong on a greater scale.

a very interesting comment

Why are Telecoms so bad at Customer Experience? #btot

The company had a series of values the first of which said ‘We put the Customer first’. The reality was far from this. Customers came a distance second to what was good for the organization. Cost cutting, internal politics, profits and the need for positive analyst briefing always outweighed the Customer. Senior managers said they were interested in the Customer but their actions showed they weren’t. Two occasions spring to mind. The first was when my colleagues suggested we stopped measuring Customer Satisfaction as they never paid any attention to the results! The second occurred on the last day at the company. I attended a budget meeting. We were reviewing where we were spending money for our 55,000 engineers. I always remember observing at the end of the meeting that not one initiative was focussed on improving the Customer Experience. All new initiatives were focussed on cost reduction. The reality was the Customer was not in their blood. It was not part of the culture.

where’s your focus on the customer? Thanks to @martinfaux for this