The Epistemist

…on the knowledge journey

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Entries Tagged as 'support'

Clay Christensen on Creating a Culture

September 11th, 2010 · No Comments · leadership, support

In a recent HBR issue, Christensen made a point about organizational culture that really resonated with me: “The theory arrays these tools along two dimensions—the extent to which members of the organization agree on what they want from their participation in the enterprise, and the extent to which they agree on what actions will produce […]

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Presenting at Technology Services World

May 9th, 2010 · No Comments · support

David Kay and I presented at Technology Services World conference last week.  The topic of our presentation was “Creating Strategic Alignment Across a Large, Complex Organization” – covering the process we went through to bring multiple business areas at Intuit together to create a comprehensive Knowledge Management Framework. This was a very interesting journey, and […]

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Issues vs. Incidents

May 28th, 2009 · 1 Comment · support

In designing technical  support processes, it is critically important to understand the difference between issues and incidents. There is a subtle but clear difference,  but the teams often mix the two together, causing churn and wasted resources. An incident is a problem report from an end-user; it generally describes the specific symptoms being experienced that […]

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Critical Battery on Kindle 2: Hard Reset

April 18th, 2009 · 48 Comments · support, tools

My Kindle 2 has run out of power and had a splash screen with this bone-chilling message: Critical Battery Your battery is empty. To continue using your Kindle, connect it to a power source. It may take a few minutes of charging before your Kindle starts. It was bone-chilling because I was at the airport […]

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What business are we in?

January 15th, 2009 · No Comments · support

My boss said that he had been thinking about this question a lot lately – “What business are we in?” This is a seemingly simple question but getting the answer right can make or break a business. Theodore Levitt in his classic 1960 HBR article Marketing Myopia has several great examples: •    The railways almost […]

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Great Support Experience

December 5th, 2008 · No Comments · support

Association of Support Professionals has recently published a report on creating a great customer experience, and my essay was included in this publication – check it out here.

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