Cabinet Office will get 10 million pounds advance and three additional annual payments of 9,4 million pounds. In return, Capita will own 51% of a new Joint Venture (JV) organization. Government Office keeps 49%.
Basic IT Service Management knowledge points in ITIL and ISO/IEC20000.
What grades do you use in customer satisfaction surveys? How are grades influenced by the culture of the country? What to do if you perform surveys in different countries with different background?
I have been discussing customer satisfaction here a few times. Related to that, let me share a brief anecdote with you:
We implemented a new Service Desk SW on a customer's site. They are a managed services company providing support all over the world, 24x7. After the resolution of every ticket, contact person on a ticket receives a mail notification with a link to a short web-based survey.
There were just a few questions regarding speed of resolution, communication, competence of support people and overall satisfaction with the ticket resolution.
Grades were 1-5, with the above explanation that 1=poor and 5=excellent.
We received quite a bunch of survey results at the beginning, which was the intention. Here and there, a low score was received, but we were not alarmed, you can't please everyone. Service Manager was in charge to treat all grades below 3 as a customer complaint and to follow up with customers to raise their satisfaction.
Then one day we received two very bad results, averaging below 2. Both from the same market. Alert! We are doing something wrong.
So Service Manager sent apologetic mail with a inquiry what went wrong and how can we improve, blah...
The answer came quickly, from both customers, saying they are sorry, but they thought 1 is better and 5 is poor.
Was something wrong with the survey code? Customers sent us their screenshots, everything is fine, the explanation at the form header clearly stated "1=poor and 5=excellent". Both customers were from Germany. On a request to explain how they misunderstood this clear instruction, they said: "German school grading system is 1 to 5, a one being the best grade (Sehr gut), and five the worst - insufficient (Nicht genügend)". So they didn't bother looking at explanations, they automatically presumed that this survey from another country complies to their long-term grading experience in German scholar system. Can't blame them.
Therefore we looked arround, what are grading standards in school systems around the world?
USA and influenced states use ABCDEF grades. Europe differs very much depending on history, somewhere 1 is bad, under the German skirt it is excellent (Chezh republic and Slovakia also).
Eastern European countries, Asia and Oceania use either Russian 1-5 system or percentage system 0-100%.
Surprisingly lot of you people asked for my refreshed ITIL 2011 edition mind map.
Since you have seen pictures of it in my previous posts, you know I have it ;) I've put it here for free download.
|ITIL 2011 Mind Map|
For the last few months I have been working on an implementation of ISO/IEC 20000 with one of my customers. Quite a challenge, and it was a success! Before we started, I have created a simple MindMap with notes about requirements. So I decided to share it with you for free.
These are just short notes about structure and requirements, just to give you a quick picture on what to expect.
Of course, if you decide to hop on certification train, I recommend buying a full set of ISO/IEC20000 documentation, at least the requirements and guidance on the application of SMS which are published in 2011/12 edition.
You can download my MindMap for free here.
If you don't have a MindJet MindManager, you can have a look in flash here (it will ask you for a viewer installation). Hope you enjoy it!
Have a nice day.
|ISO/IEC 20000-1:2011 Mind Map|
With newly refreshed ISO/IEC 20000 alignment to ISO 9001 and ISO/IEC 27001, I thought it would be nice to have a set of more detailed information about relations between these three, all in one place.
|How ISO 9001, 27001 and 20000 overlap|
|ISO 9001 - ISO/IEC 27001 - ISO/IEC 20000 Mapping|
As we all probably know, in February this year a new edition of ISO/IEC 20000-2 (Guidance on the application of service management systems) was published, following the last year's (April 15.) new edition of ISO/IEC 20000-1. Now that we have Requirements and Code of practice, we can talk more on what's new and how it fits in what we already have.
I would like to shortly outline main new moments that happened to ISO20k during last year.
First, as expected, standard is more mature and seasoned. After 5-6 years in production, bottlenecks and most of logic-defying points are corrected.
There are more requests (256 "SHALLs" vs. previous 170) but they are more reasonable, understandable and even somewhat less demanding then before.
Language is "internationalized", in a way that you don't have to be born in UK to understand most of it.
Also, terminology and content is made more compatible with ISO 9001 and ISO/IEC 27001 since these standards are likely to coexist in Service Support organizations.
|ISO/IEC 20000 Process Schema|
|ISO/IEC 20000 with number of SHALLs for every clause|
|ITIL Continual Service Improvement Mind Map|
|CSI Seven-Step Improvement Process diagram|
|ITIL Service Operation Mind Map|
|ITIL V2011 Service Transition Mind Map|