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Indicates a new White Paper
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Exploring Differences Between Businesses and Universities |
| by Mark Fitzgerald |
| There are many things
that make life a university unique and distinctive. There is an
atmosphere than is rarely found outside the hallowed halls of learning.
Universities are brought together with businesses on a regular basis,
but few businesses understand what makes universities unique. |
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Three-Dimensional Knowledge Management |
| by Mark Fitzgerald |
| What is knowledge
and how do we manage it? In a technical environment, knowledge management
is often looked at as simply a knowledge base -- a location for
storing information on how to fix a particular problem. Knowledge
management needs to be much more than the ability to fix problems.
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The Art of Call Center Leadership: Your Action Attraction |
| by Dave Timmons |
| Decide, Follow or
Get Out of the Way “Nothing is more difficult, and therefore more
precious, than to be able to decide.” —NAPOLEON I As call center
managers, you make countless decisions every week. Some are quick
and easy. Others take time. |
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Client-driven Portfolio Management |
| by Dean Meyer |
“Whew, that was
a close call!”
“But you won, Bob. You got them to approve our budget with funding
for the ERP project still in... well, most of it, anyway. Now we
can replace all those legacy systems which are barely teetering
along, free up resources from maintenance, and do more fun stuff.”
“Fun stuff???” |
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Managing Expectations |
| by Dean Meyer |
“Honey, come here.
Sit down. We gotta’ talk.”
“What did I do now?”
“You’ve been home for two hours. And you’ve done nothing but knock
around the house like a billiard ball. You rushed through your
dinner like a robot. You’ve hardly heard a word I’ve said. What’s
going on?” |
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The Annual Set-up |
| by Dean Meyer |
“Happy New Year!
You lose!”
“Whaddaya mean, I lose!? Okay, I’m the CIO, so I’m used to everybody
being upset with me all the time. But I haven’t had time to
do anything wrong yet! Like you said, it’s a new year.” |
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On the Defensive |
| by Dean Meyer |
| “Howard, it’s
your turn. Let’s take a look at your budget. I’m not going
to focus on the three big projects that have already been
approved by the Board. Let’s just talk about the rest of your
budget.” |
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The Proactive Help Desk: Top CIO Strategies to Deliver Quality
Support |
| by Mark Scapicchio, IT industry journalist
and writer |
Consider the
following remark, made by a CIO of a nationally known food
company.
"According to my help desk case log, my call volumes are manageable,
and we’re closing cases faster than ever. I don’t need to
know anything else to know that we’re ahead of the problem,
that our help desk is doing its job and our users are more
satisfied than ever." |
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Will Sarbanes-Oxley Kill Innovation? |
| by Jim Carroll, FCA |
If there's
one issue on every association's agenda in 2004, it has
to be governance.
One way or another, your members are clamoring for information
on the topic, whether that includes hearing from governance
experts at your annual conference, articles and coverage
in your publications, or special meetings focused strictly
on the unique and challenging governance issues of the time. |
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Managing IT Evolution in the Mid-size Business |
| by Samantha Howland, Visalign |
| The rapid
evolution of business and technology means that companies
often fall behind in the race to maintain and upgrade
infrastructure - the physical support network of hardware
and software. While IT leaders are highly sensitized to
shortfalls and gaps in the physical infrastructure, it
is also critical to tend to the people involved in implementing
technology. |
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Understanding Microsoft's Integrated Innovation |
| by Russ West and John Murray, Visalign |
| We have
all seen or heard the term “the Stack”, but what exactly
is it and what does it mean to partners and clients? As
services companies, integrators, software vendors and
solution partners in the Microsoft ecosystem, we can all
compete better by understanding what the Stack represents,
its value to our customers and us, and how to position
the Stack with our customers as a competitive response
to Market demand. This understanding will create opportunities
to deliver greater value, increase revenue and build more
strategic relationships. |
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The Proactive Help Desk: Top CIO Strategies to Deliver
Quality Support |
| by Mark Scapicchio, for Reflectent Software |
| “According
to my help desk case log, my call volumes are manageable,
and we’re closing cases faster than ever. I don’t need
to know anything else to know that we’re ahead of the
problem, that our help desk is doing its job and our users
are more satisfied than ever.” |
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Creating the Service Mindset |
| by Joanne Smikle |
| A personal
call so that I could be checked in for my flight, I remembered
why I seldom fly this airline (which shall remain nameless)
and so often fly Southwest instead. While I may hate Southwest’s
cattle call boarding system, I sure love the company’s
commitment (in word and deed) to service. No, no, no,
this is not a commercial for Southwest Airlines. It is,
however, an examination of the Service Mindset. |
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