Internal Support Roles And Responsibilities - Part 1

Submitted by mauzenne on Fri, 02/17/2012 - 21:47.
in

We believe this podcast, while a Career Tools cast, is of particular interest to our Manager Tools listeners as well. So, we're providing this as an additional cast for our Manager Tools listeners and Individual Licensees – Our guidance how to obtain the requirements you need when working as an internal support provider.

The relationship between internal support providers and their customers has to be one of the most frustrating in the corporate world. The provider NEEDS x and y and z before he can solve the customer’s problem. The customer just wants a thing, that does ‘you know’, and just works. Both are hampered by corporate policies and processes.

There are ways of making this relationship go more smoothly. But as an internal support provider you will need to change your perspective in order to make this work. You might find this hard to hear, to take and to make the changes we recommend. We’re dedicating this cast to the Atlanta January 2012 conference attendees who found it hard to hear, but thanked us for telling them anyway. We hope you’ll feel the same way.


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dtphoto's picture
Submitted by dtphoto on Sat, 02/18/2012 - 00:16.

Guilty! ...and repenting

Perfect timing on sharing this!

My team is growing and we're revising the Requirements Documents because those in other departments don't seem to want to complete them for us to hand off to the programmers. Now it's easier to understand why, and we'll be making changes immediately.

Thank you.

thebeezer's picture
Submitted by thebeezer on Sat, 02/18/2012 - 14:45.

LOVED seeing this topic show up...

I've seen this dysfunction up close. It's gotten to the point that I cringe when I hear the word "requirements". The focus has to be on outcomes for the customer, not requirements for the service provider.  

MarkMT's picture
Submitted by MarkMT on Wed, 02/22/2012 - 03:26.

Great Cast

Thanks for the terrific cast.   But it was hard for me to concentrate because I kept hearing choirs of angels singing "Hallelujah!"   :)

stevenbrooke's picture
Submitted by stevenbrooke on Thu, 02/23/2012 - 16:03.

Finance Perspective - Great cast

I run the finance support group at our company, I always thought this way but still a tough pill to swallow at times. 

It has been tempting to fight against the feeling in an organization "a problem with dollar signs that is Finance's problem to fix".  "I don't do numbers".

I would always cave in and take these problems on, but still thinking it was their problem I was fixing.

Liberating to look at this differently, I should be embracing the opportunity to jump in and help.  Ensuring that those in sales, marketing, or IT can focus on their specialized tasks (which obviously is spending money, ha ha) while me and my team handle the details and workout the problems.

Good stuff, keep it up guys and I would welcome another similar cast in the future.