Enterprise IT – Just A Utility?

This is an interesting take on the concept of cloud computing & how it might evolve into an utilitarian service in the future.

PS: I first heard this presentation as a podcast & then saw it on YouTube with the slides – I suggest you pay more attention to the talk rather than the slides.

Being in the industry, its not very difficult to imagine the enterprise IT landscape to be scattered with XXAS offerings (SAAS, PAAS, etc.). In such a future, pretty much any IT requirement that is not a source of competitive advantage would be consumed as a service. 

The recent acquisitions of service providers by product companies (HP / EDS, Dell / Perot, etc.) are movements in the market that lend credibility to this trend (innovation –> product –> services).

Just like a manufacturing organization consumes electricity from the grid, a green car manufacturer might soon be consuming CRM services from utility behemoth Accenture (or Infosys or IBM or TCS). Internally, Accenture could be using products from Oracle (or IBM or SAP) to build its grid (infrastructure) – but the green car manufacturer need not be aware of what products are used in services he consumes.

Interesting crystal balling.

The views expressed on this blog are my own and do not necessarily reflect the views of Oracle.

Customer Service Champs

I finally got up to reading the BusinessWeek 2010 listing of customer service champs. LLBean (retailer), USAA (financial services & insurance), Apple (cool gadgets), Four Seasons (hotels) & Publix (retailer) share the spoils at the top of the table. 

Some snippets that caught my fancy amongst the leading customer service champs are :

  • Four Seasons Hotel – to beat the recession blues, Four Seasons got human resource managers to take on additional responsibility of manning spa desk. Both roles are about keeping customers happy – one is internal while the other is external.
  • Lexus – not only allows its customers to book service schedule online, but also allows them to pick the service representative they trust. 
  • Jaguar – is at #16 position. Apparently the exemplary customer service (especially during the sales cycle) remains the same even after the Tata take over.
  • American Express – New training programs rolled out in 2009 switched from 70% technical know-how to 70% soft-skills teaching to help agents better relate to customers.
  • Dell – is braving its way through social media (has had its share of customer ranting on Dell customer blogs)  & making the best of getting closer to customers. From a social media perspective, this is working as per plan – Dell is creating & sponsoring a platform for its customers to vent.
  • Southwest – has a “senior manager of proactive customer service”!

GDP – Just a Number!

“For too long we seem to have surrendered personal excellence and community value in the mere accumulation of material things. Our gross national product now is over 800 billion dollars a year, but that gross national product, if we judge the United States of America by that, that gross national product counts air pollution, and cigarette advertising, and ambulances to clear our highways of carnage. It counts special locks for our doors and the jails for people who break them. It counts the destruction of the redwoods and the loss of our natural wonder in chaotic squall. It counts Napalm, and it counts nuclear warheads, and armored cars for the police to fight the riots in our city. It counts Whitman’s rifles and Speck’s Knifes and the television programs which glorify violence in order to sell toys to our children.

Yet, the gross national product does not allow for the health of our children, the quality of their education, or the joy of their play; it does not include the beauty of our poetry or the strength of our marriages, the intelligence of our public debate or the integrity of our public officials. It measures neither our wit nor our courage, neither our wisdom nor our learning, neither our compassion nor our devotion to our country. It measures everything, in short, except that which makes life worth while. And it can tell us everything about America except why we are proud that we are Americans.”

(Quoted by Robert Kennedy in 1960)

– Posted using BlogPress from my iPhone

How I Make Peace

This is how I made peace with my work day today …


… and get ready for the kids to get back from skating classes.

What is your favorite way to unwind off work?