Customer Service Thinking

My definition of good customer service is pretty simple:  deliver what you promise.  Period.  You can over-deliver and still make me happy.  But other than that, it's pretty simple.  Tell me what you promise you'll do.  If I sign up for the service, then delivery that service:  on-time, at the price you promised, and make it as easy for me as you promised.  That's it.

Earlier this week, I encountered back-to-back customer service failures with (more...)

Tools vs Products

I have a garage full of neat tools.  Drill press, miter saw, band saw, table saw, power sander, Dremel, several Milwaukee power drills and portable hand saws, gauges, clamps, vise grips...yeah, the works. But I've learned something over the years; other than other people with a shared interest in nifty tools, nobody cares about the tools I have.  What they care about is the speed, quality and cost involved in making things with those (more...)

Knowing Your Cloud From Your SaaS

I have recently spent far too much time in far too many conversations in which the terms "cloud" and "SaaS" are used interchangeably.  Let's be clear:  the two terms are not interchangeable as they describe very different concepts.

Cloud.  There are many definitions out there.  Marketers and sales people.  Engineers.  Industry analysts. The National Institute of Standard and Technology.  Frankly, most of those definitions are either wrong, or they're technically accurate while thoroughly useless. (more...)

What Is This COE Thing?

Since joining Oracle, I've heard this same question repeatedly:  "This Oracle HCM Cloud Center Of Excellence team you've joined...what do they do?"  So I thought I'd attempt to answer that question here in the hopes that people may get some benefit from it.

Be aware that you can search the web and find many definitions regarding a Center of Excellence is and what it does.  Forget that stuff, most of it does not (more...)

Pareto Rocks!

I'm a big fan of Vifredo Pareto's work.  He observed the world around him and developed some very simple concepts to explain what he observed.  Pareto was ahead of his time.

Some of Dr. Pareto's work is based on the Pareto Principle:  the idea that 80% of effects come from 20% of causes.  In the real world, we continually see examples of the Pareto Principle.

I've been conducting one of my informal surveys (more...)