Ugly duckling becomes a swan (hor ellipsis): How an organization becomes customer focused through listening

摘要

The story we're about to tell is true and the names have not been changed to protect the innocent because BCS Richland, Inc. (BCSR), a subsidiary of the Boeing Company, is proud of its metamorphosis from the ugly duckling of computer support to the shining swan-like star of the Help Desk industry. The transformation occurred in the midst of an all but antiquated computer technology environment, rapid technology changes, low employee morale, and high amount of customer frustration. BCSR, located at the Hanford site in the southeastern corner of Washington State, provides information resource management and computer support to the Department of Energy (DOE) complex located at the site. The primary mission of DOE is environmental restoration and waste clean-up. End User Support (EUS), an organization within BCSR, is tasked with all aspects of microcomputer support, both hardware and software. EUS efficiently and effectively supports approximately 12,000 computer users across the entire 560 square mile site. With a small staff of 50 consultants and technicians, EUS provides support to a diverse customer base that includes engineers and scientists, as well as financial personnel, managers, and clerical support. But it wasn't always this way. BCSR management recognized it and empowered the EUS staff to make the necessary changes. Here's how they did it.