Life Of Surprises

If you do the Twitter thing, follow me at @HousingITguy
or LinkedIn here https://uk.linkedin.com/in/tonysmiththathousingitguy


Last week I was chatting with a trusted good friend, someone who I know to always do their best, to go that extra mile, for people they work with and around them. We were talking about how much effort a lot of people put into their jobs these days and if they actually go the extra mile.

We both talked about how we generally approach work and projects, agreeing that we pretty much have a mantra, of trying to go that extra mile. We both agreed that we thought that this was the best professional policy and maybe would enable us to be appreciated ahead of others. Certainly, we both have no doubt progressed in our careers, by taking that approach.

Chatting on, it was clear that few things surprised us both, at work or often in general life. Ask yourself, when were you last surprised with any product or service? We both agreed, slightly depressingly, we generally expected it was far more likely to be disappointed, than be surprised. A pretty depressing state of affairs.

How often have you considered of others, “You had one job – and you fecked it up”?

Is it so difficult to get the day job right?

For instance, if suppliers promise a patch or an upgrade for the end of a particular week, why is it mostly late, (often by weeks or months)? If people promise to be back in touch, what’s the chance of actually seeing them back in touch? When sales contacts are getting back with prices and info, why are they not so eager to be back in a few days, not weeks or months and why are we attracted to those ‘other’ suppliers, who seem more hungry for our custom?

Well, who wouldn’t be attracted to the suppliers, partners or people who surprise us?

What are we doing to surprise others and ourselves? Are we working hard enough? If we work harder, will that enhance our lives, as well as our colleagues, staff, friends and family? How often have we answered someones question and then added, "Oh and by the way, you will probably need or need to know this"? That's the type of thing that I find surprises my clients and people I work with. It surprises me also. Give it a thought today, in all your dealings with others.

Be aware of yourself, the promises you make and the effect you have on others. Once you crack that, you will be better at your job, better at life and have a better experience in the world. Guess what, you will surprise more people then in life and daily, yourself!

Related Post: Pick your fave personal digital assistant... 

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Prefab Sprout – Life Of Surprises.
(c) Tony Smith, Acutance Consulting www.acutanceconsulting.co.uk 07854-655009


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Tube-Snake Boogie

If you do the Twitter thing, follow me at @hotpixUK
or LinkedIn here uk.linkedin.com/pub/tony-smith-bsc-hons-acih/a/979/351/

It's fascinating talking to users sometimes around processes they are meant to follow, but don't, because they perceive that they don't have the available admin' resource to follow/populate a system the way it was designed. Generally that's how managers have guided the design of it too.

Here's an example for you, that might strike a chord about things that happen in your organisation. Policy dictates that all work must be ordered up-front when required. That might be a purchase order in the finance system or in housing client repairs. It should be there when the contractor finally invoices, so there is something to auto-match up that document to. I guess auditors out there all go crazy for that stuff too, and quite rightly. Doing it that way stops fraud, or at least makes it many degrees harder. Most clients I work for demand I email PDF invoices to a portal and they always quote a PO reference, date, contact etc, that authorises the work I do.

Recently in one organisation, a certain team have decided that they will not issue works orders and instead its far simpler for a third party contractor to contact another contractor, with an address (might even include a postcode if you are lucky), to initiate a few hundred pounds work. Eventually an invoice appears with no PO reference. Guess what, those efficient finance team members spend some time checking, adding the invoice to suspense, then they put the document on hold.

That certain team then get tasked to query it. It gets looked in to and once they realise what's happened, they raise the works order (they should have in the first place). That certain team can then tell finance to have another go, they have another go and it gets passed. This can introduce a few days or weeks into the mix, even longer if the monthly BACS pre-list deadline is missed. The honest supplier who carried out the work sees the effect in their cashflow.

Now, let's not even think about the fraud potential here. Just thinking about the extra waste created, it's obvious that much more admin' is involved here for 'that certain team' as well as finance, due to not following the lean process. 

Think of admin' required, as being the toothpaste in a tube. If you do most of the admin' early in the process, it's like pushing the toothpaste to the front of the tube and using it early. If you squeeze it to the rear, you end up using it later instead. If the later, extra effort (toothpaste) is used for all that query time. IE if you are not following a well thought out process properly, more admin' (or toothpaste) will be needed, not less.

Why not just manage users to do it in the right order, at the right time to expend minimum effort? If senior managers helped their staff get on board with this too, how much time would we save? In some organisations we might even save whole members of staff. Worth a thought eh? How do you squeeze the tube in your organisation?

Related Post: Are we really leveraging the benefits of workflow for efficient systems?

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You can link with me on LinkedIn here - http://uk.linkedin.com/in/tonysmiththathousingitguy It would be great to connect !

ZZ Top - Tube Snake Boogie.
(c) Tony Smith, Acutance Consulting www.acutanceconsulting.co.uk 07854-655009

PS As usual, if there are subjects you might like me to tackle on this blog, or you could benefit from any of our services please get in touch and let me know!

You can access a quick list of blog posts here
Could we help you or your organisation? Our contact details are here , get in touch we will be pleased to chat about your problems or issue.
File Under: 360,1stTouch,4Js. , 07854655009 , ," """" ",,#UKHousing,#HousingDAY, #HomesForBritain, #Shout,1st Touch,3squared,Accuserv,Acutence,Aareon,Academy,ActiveH,Alignment,ALMO,Anite,Apex,ArchHouse,Archouse,asbestos,Asprey e-state pro,Asset Management,Aurora,Average IT Costs,App,Associates,ACL,Abritas,AMS,AX,aspireview, BO,BPR,Browser Applications,Business Objects,Business Planning, Business Process Review,Business social networking, Blockwise, Block wise,BI,BancTec,BluTek,Bluebox, Castle,CBL,Cedar Open Accounts,Cx,Change,Cheaper Housing IT,Chics, CHR,Citrix,Civica,Clearview,CMS , CCS IT Keystone CCSIT, Contractor Systems,CORE,CorVu,Cost Reductions,Covalent,CRM,Crystal Reports,CTI,CTX,Customer Relationship Management,Cashflow, COA,Coactiva,Codeman,Comino,Competitive Dialogue process,complex IT procurements,Component Accounting, Community Reward Services, Consilium, Consolidation, Consultancy,Consultant,Contact Manager,Context,CIH,Chartered Institute Of Housing,Cadcorp,Cerrus Saturn,convergeOne,CACI,CPL, CRS Director, Deeplake,Development Systems,Accuserve,Document Management,Documotive,datasystems , Microsoft dynamics GP 2013, DynamicAI, Dynamic AI, ECMK,EDRMS,England, English,EnterpriseBI,ERP Systems,ERP,Elmhurst,Estatecraft,EDM,ESRI,Exponential-e, Finance, Financial Systems, Financials, Factorwise,Facebook ,Fusion, Getting best from,gotonysmith, Grasp,Grip,GeoSolveIT,GIS,GGP, HouSys,Housing software,HG,Housemark survey,Housing Blueprint,Housemark, HRA, Housing Options, Housing Group,hotpixuk, HousingIT,hotpix,Hardware,Hitex,Housing Contact Company, Impact Response,implementations,In House,In4,InMotion, InMotion2014, InMotion2015, InMotion2016 , Exhibition, conference, Infoflow,Information Technology,Informix,inHouse,in-house workforce, Innovation,Inside Housing,Internet Portal,Internetalia, Invu,Ireland,Irish,Inphase , IT Budget,IT Training,iWorld, Innovation Group Apex,ITIL, In4Systems Promaster,IT,Insight, Keylogic,Keystone,Kirona,Kypera,Keyfax, Ledgers,Linkedin,Locality,Liquid Voice, MD ,Mr Void , MrVoid, Measuring Change,Mebus,Miracle,MISCS, mobile functionality,Monopoly board images and pictures, Montal,MS Dynamics,MS Dynamics CRM2011,Miracle Software,Management Reporting,MI,M3,MIS,MIS-AMS,Mobysoft, Northgate Codeman,Neighbourhoods and Communities, Northgate,Notice,NROSH,NINTEX , NINTEX workflow,Nintexworkflow, OA,OGC Buying Solutions,Ohms,OJEU Limits,OmFax,Omniledger,Open source software,open tender,OpenHousing,Opti-Time,Oracle,Orchard,Outsource and outsourcing,OpenContractor,ORS,OneServe, PIMMS Data Systems, Paloma,performance management systems,PfH, Pick,PIMMS,pimms4communities, Planned maintenance,People Value,Plus, Peoplevalue, PM,Progress,Promaster,Proval,Pyramid,PRINCE2,prince,Pamwin,PlanForm, Propoints, Pro-Points QL,QLX,Quiss,Qlikview, Registered Providers,Registered Social Landlord,Rent Increase Freezes,Repairfinder,Reporting,Reports,ROCC , Rocket,RPs,RSL,Reality,ReAct,reidmark,RM865, Saffron,SAP,Scots, Scottish,Scenario, Scotland,SDM,sector,TonySmithHou,Server Virtualisation,servicing, Servitor,Sharepoint,Simdel,Simdell,Slash and Burn,Social Media,Software,SQL Open Housing,SQL Reporting Services,SQL reporting services,SQL Server,Star rating,Stores and Stock,Strategic Asset Management,Sunguard ,Surveys,Sx3,System alignment, TonySmithHousing, Systemwise,SM,Sequoa,Serros,SP,Scout,score,Swordfish,Serengeti,SOTI,southview,Sunguard,Service Charges,Spotlight Service, Spotlightservice, SunAccounts Template,Task,Terminal Services, tonys , tonysm , tonysmi , tonysmith, tonysmitht, gotonysmith, tableau Business Dashboards, tonysmithth, tonysmiththa, tonysmiththat, tonysmiththath, tonysmiththatho, tonysmiththathou, tonysmiththathous, tonysmiththathousi, tonysmiththathousin, tonysmiththathousing, tonysmiththathousingg, tonysmiththathousinguy, sharepoint, share point Three Star,Today,Total repairs,Tribal,Twitter,U2, tonysmith , tonysmiththat , thathousing , thathousingIT , thathousingITguy ,TED,Tagish Casework,TP Tracker,Telecetera,Tagra,Trace, Totalmobile, Total Mobile, UniClass Enterprise,Unidata,Universal Housing,Universalcredit, universal credit, universal credits,UC,Universe,Unrest, UK, United Kingdom ,Ukhousing,UK Housing, Van Stock,Voice and data,Vantage Sentinel,Version One,Visualmetrics,Voluntas, Wales,Welsh,Windows Server,Workflow and tasking,Wheatley, Xmbrace,XML ,XenApp,Xen App .

Owner

If you do the Twitter thing, follow me at @hotpixUK
or LinkedIn here http://uk.linkedin.com/in/tonysmiththathousingitguy

I was chatting to an IT manager at a conference recently and she was lamenting on ‘how difficult it was to get end users to take responsibility for their own projects and applications’. I see this a lot and there’s a few reasons for this difficulty I feel.

Often it comes down broadly to culture, personalities or management.

Culture may have dictated that in the past, finance or IT ‘owned’ system applications, a feature from the 1980’s & 90’s. Maybe that culture should be revisited now that applications are more friendly and GUI’s are much better. Indeed, we have moved a lot from the 25x80 character MSDOS / text based applications we used to have in the past.

By personalities I mean really good and maybe really poor staff. What do I mean by that? Well a charismatic IT manager (& there are a few believe me), may have taken charge and interest in end user applications and provided excellent service from IT. Alternatively, an uninterested user or manager could have refused to take ownership and by default IT have to be the owners.

Sometimes management dictate that anything with a plug on it, including the kitchen kettle is the responsibility of IT. This excludes interested users taking ownership or even being allowed to move in that direction. Under this regime

Of those scenarios, I bet you recognise your organisation in there. Current thinking is that end users could and should own more of their own application software, as they know their areas far better than ICT ever could. Now practically that's not everyone. Identifying and nurturing champions who know their job and are positive about IT, is more an art than a science. However these staff are gold-dust. Ensure they are involved in new projects and all business change activity.

Also to gain ownership, when its user group time, try sending the users, (not the IT team). They can make friends and get involved with improvements etc. The clue is in the name for that one!

Related Post: How do you rate getting staff mobile, for efficiency?

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You can link with me on LinkedIn here - http://uk.linkedin.com/in/tonysmiththathousingitguy It would be great to connect !

Yes - Owner of a lonely heart.
(c) Tony Smith, Acutance Consulting www.acutanceconsulting.co.uk 07854-655009

PS As usual, if there are subjects you might like me to tackle on this blog, or you could benefit from any of our services please get in touch and let me know!

You can access a quick list of blog posts here
Could we help you or your organisation? Our contact details are here , get in touch we will be pleased to chat about your problems or issue.
File Under: 360,1stTouch,4Js. , 07854655009 , ," """" ",,#UKHousing,1st Touch,3squared, Acutence,Aareon,Academy,ActiveH,Alignment,ALMO,Anite,Apex,ArchHouse,Archouse,asbestos,Asprey e-state pro,Asset Management,Aurora,Average IT Costs,App,Associates,ACL,Abritas,AMS,AX,aspireview, BO,BPR,Browser Applications,Business Objects,Business Process Review,Business social networking, Blockwise, Block wise,BI,BancTec,BluTek,Bluebox, Castle,CBL,Cedar Open Accounts,Cx,Change,Cheaper Housing IT,Chics, CHR,Citrix,Civica,Clearview,CMS , CCS IT Keystone CCSIT, Contractor Systems,CORE,CorVu,Cost Reductions,Covalent,CRM,Crystal Reports,CTI,CTX,Customer Relationship Management,Cashflow, COA,Coactiva,Codeman,Comino,Competitive Dialogue process,complex IT procurements,Component Accounting,Consilium,Consolidation,Consultancy,Consultant,Contact Manager,Context,CIH,Chartered Institute Of Housing,Cadcorp,Cerrus Saturn,convergeOne,CACI,CPL Director, Deeplake,Development Systems,Document Management,Documotive,datasystems , Microsoft dynamics GP 2013 ECMK,EDRMS,England, English,EnterpriseBI,ERP Systems,ERP,Elmhurst,Estatecraft,EDM,ESRI,Exponential-e, Finance,Financial Systems,Financials, Factorwise,Facebook ,Fusion, Getting best from,gotonysmith, Grasp,Grip,GeoSolveIT,GIS,GGP, HouSys,Housing software,HG,Housemark survey,Housing Blueprint,Housing Group,hotpixuk, HousingIT,hotpix,Hardware,Hitex,Housing Contact Company, Impact Response,implementations,In House,In4,InMotion, InMotion2014, InMotion2015, InMotion2016 , Exhibition, conference, Infoflow,Information Technology,Informix,inHouse,in-house workforce, Innovation,Inside Housing,Internet Portal,Invu,Ireland,Irish,IT Budget,IT Training,iWorld, Innovation Group Apex,ITIL, In4Systems Promaster,IT,Insight, Keylogic,Keystone,Kirona,Kypera,Keyfax, Ledgers,Linkedin,Locality,Liquid Voice, MD ,Mr Void , MrVoid, Measuring Change,Mebus,Miracle,MISCS, mobile functionality,Monopoly board images and pictures, Montal,MS Dynamics,MS Dynamics CRM2011,Miracle Software,Management Reporting,MI,M3,MIS,MIS-AMS,Mobysoft, Northgate Codeman,Neighbourhoods and Communities, Northgate,Notice,NROSH,NINTEX , NINTEX workflow,Nintexworkflow, OA,OGC Buying Solutions,Ohms,OJEU Limits,OmFax,Omniledger,Open source software,open tender,OpenHousing,Opti-Time,Oracle,Orchard,Outsource and outsourcing,OpenContractor,ORS,OneServe, PIMMS Data Systems, Paloma,performance management systems,PfH,Pick,PIMMS,pimms4communities,Planned maintenance,People Value,Plus,Peoplevalue,PM,Progress,Promaster,Proval,Pyramid,PRINCE2,prince,Pamwin, QL,QLX,Quiss,Qlikview, Registered Providers,Registered Social Landlord,Rent Increase Freezes,Repairfinder,Reporting,Reports,ROCC , Rocket,RPs,RSL,Reality,ReAct,reidmark,RM865, Saffron,SAP,Scots, Scottish,Scotland,SDM,sector,TonySmithHou,Server Virtualisation,servicing, Servitor,Sharepoint,Simdel,Simdell,Slash and Burn,Social Media,Software,SQL Open Housing,SQL Reporting Services,SQL reporting services,SQL Server,Star rating,Stores and Stock,Strategic Asset Management,Sunguard ,Surveys,Sx3,System alignment,TonySmithHousing, Systemwise,SM,Sequoa,Serros,SP,Scout,score,Swordfish,Serengeti,SOTI,southview,Sunguard,Service Charges,Spotlight Service, Spotlightservice, Template,Task,Terminal Services, tonys , tonysm , tonysmi , tonysmith, tonysmitht, gotonysmith, tonysmithth, tonysmiththa, tonysmiththat, tonysmiththath, tonysmiththatho, tonysmiththathou, tonysmiththathous, tonysmiththathousi, tonysmiththathousin, tonysmiththathousing, tonysmiththathousingg, tonysmiththathousinguy, sharepoint, share point Three Star,Today,Total repairs,Tribal,Twitter,U2, tonysmith , tonysmiththat , thathousing , thathousingIT , thathousingITguy ,TED,Tagish Casework,TP Tracker,Telecetera,Tagra,Trace, UniClass Enterprise,Unidata,Universal Housing,Universalcredit, universal credit, universal credits,UC,Universe,Unrest, UK, United Kingdom ,Ukhousing,UK Housing, Van Stock,Voice and data,Vantage Sentinel,Version One,Visualmetrics,Voluntas, Wales,Welsh,Windows Server,Workflow and tasking,Wheatley, Xmbrace,XML ,XenApp,Xen App .