Measuring & Managing Internal Customer Views (ICV) for Corporate IT
Aligning IT services supplied through a Corporate IT Function with internal customers’ needs and expectations need not be difficult or expensive.
Many Corporate IT Functions regularly conduct surveys of the views
of their Internal customers, but few realise the full value of such
surveys to benchmark results against their historic findings and even
fewer conduct surveys for comparison with other organisations. Not
doing this misses many valuable opportunities to improve costs,
performance and relationships.
Organisations within The Corporate IT Forum recognised this gap and wanted a service specifically to address the need to collate and act on the collective internal customers’ view - not just to improve year on year efficiencies but to know their processes are in line with best practice as defined by peer and aspirational organisations.
ICV is a service for helping IT make customer driven changes in a cost neutral way. With each iteration of ICV the customer highlights which components are more or less important in a complex service environment. ICV lets the customer indicate what could or should be changed and by how much.
Measuring and Benchmarking the Internal Customers Views with the CPI ICV Service provides:
- Compatibility with existing survey processes
- Comparison with peer group recognised best practice for managing relationships with internal customers
Direct interaction with other participating organisations to bottom out actions, plans and responses
ICV is a service for making customer driven changes - often cost
neutral by balancing off over-service in one area, with under-service
in another.
A full Internal Customer Views Service Cycle
- Select participating groups
- Compile and execute surveys
- Analyse results
- Compare results with historic findings
- Compare results with external benchmarks
- Identify and agree priority changes
- Work with external peers and internal customers to validate action plan
- Implement a continuous performance improvement plan
Measuring & Benchmarking Internal Customer Views of IT services provides unique insight into continuous performance improvement
- A cost effective route to objective understanding of IT’s perceived benefit to the business
- An essential element of good governance and IT alignment with the business
- Facilitated workshops with peer organisations plus brokered discussions lead to improved standards
- Introduce changes based on peer group, cross-organisation debate
- Use as often as necessary
- Your organisation will fully own process, results and actions
- Backed by the CPI philosophy for training & support at every stage
CPI ICV was initiated by some of the UK’s largest organisations, to
deliver the important ongoing comparisons they required if they were to
deliver quality IT services within a best practice environment. The
resultant service is simple to operate and subscribers retain ownership
of surveys and analysis.