Exploring an IT Operating Model for Enterprise 2.0

Posted on January 27, 2010 by Vaughan Merlyn

First, in the interests of full disclosure, the title for this blog was inspired the excellent blog, Wierarchy, and its latest post on Exploring the HR Management Framework for Enterprise 2.0. Note, I have changed the title from “an” to “the”  as I feel there are multiple possible management frameworks for IT, and from “Management [...]

Filed under: IT Management, Key Frameworks, Next Generation Enterprise, Next Generation IT, social networking, Web 2.0 | Tagged: , , , , , , | 2 Comments »

Are You Falling Into the Customer Satisfaction Trap?

Posted on January 25, 2010 by Vaughan Merlyn

Customer Satisfaction is a slippery and potentially dangerously misleading concept!  I was reminded of this when reading an article entitled “Satisfaction vs. Loyalty” by William J. Cusick in the excellent publication, The Conference Board Review.  Cusick argues that customers who complete satisfaction surveys typically respond “satisfied” or “mostly satisfied” regardless of how they really feel.  [...]

Filed under: Customer experience | Tagged: , , , , , | 7 Comments »

Apple Gets It Right – Again!

Posted on January 11, 2010 by Vaughan Merlyn

I’ve been a long term Windows PC user, from time to time using Macs for various reasons.  I bought my wife an iMac a couple of years ago, and “borrow” her machine when I want to do video editing or any of the music work I need to do as part of my hobby – [...]

Filed under: General | Tagged: , , , | 5 Comments »

The Challenge of Sustainable Software

Posted on January 5, 2010 by Vaughan Merlyn

Just about everyone has become attuned over the last few years to the concept of sustainability.  Except, it seems, when it comes to software practices.  In most IT environments, by far the largest chunk of costs associated with a given piece of software, surface after it is initially delivered.  That is true of purchased packages, [...]

Filed under: IT Maturity | Tagged: , , , , , , , , , | 2 Comments »

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