Even in IT, Customer Service Matters

After reading this article (Apple Cust. Serv.), I thought it interesting that a company who is always on the cutting edge of technology also has such a lead in customer service. This proves taht even in an industry where many are worried about the finished product and how they are being more innovative than their competitors, it still pays to devote time and resources to something as "ancient" as customer service.

Another thing is that even though most depend on outside retailers and web orders to move product, Apple has decided that internal retail stores are a viable option. Though it has cost a considerable amount, Apple uses these stores to give the company a young, hip face.

Lastly, it's interesting to note that Steve Jobs has the final say in the direction Apple is heading. They seem to be doing well in my eyes, so why is it that Mrs. Fields' model couldn't work?

Boxing Me In

After reading MSNBC, I started thinking about issues with "intelligent" technology. Though it might make some business processes easier, not everyone is on board with the idea completely. Predictive text on my Iphone has caused me more aggrevation than it's worth. Also, I"m not sure that I want the routes I take, the times I'm away from my house, and other personal information to be on a database somewhere.

People also need to be encouraged to think for themselves now more than ever. The "dumbing down" of society in the last couple of decades has reduced many to mindless sheep, who will do whatever their favorite news channel or website tells them to.

Make IT work for you

As with anything else, finding a way to make IT fit into your company is key. Business is not an exact science. Certainly we can use other similar companies as a model, but making the "right" decision may take some trial and error.

I think information should be centralized, however, all levels of an organization should have access to this information. If competent people are hired, decisions could be made at all levels with more freedom and confidence than could be achieved through rigid business processes and a hierarchical chain of information transfer.

In regards to the STS, certainly in most cases tasks will not be changed. The needs of an industry remain the same, with gradual changes being the norm. Technology comes and goes, so it is the people and organizational structure that must be flexible to allow the newest technology to maximize benefits.