From The Inside Out: Building A Customer-Centric Infrastructure

Whether or not IT Infrastructure and Operations (I&O) leaders believe they are well-positioned to support customer growth, the business does. Their expectations are high, and they firmly believe that technology's ability to serve and support customers is most valuable, even more so than cost savings. To deliver on these ambitions, I&O leaders must follow suit and build a customer-obsessed organization that takes an outside-in view from the customer's perspective — not inside-out from the data center.

While this transformation will be anything but easy, there are invaluable lessons to be learned from those who have already taken on the challenge of rebooting their people, process, and technology to become more customer-centric. Lessons from companies like Fidelity, where Wilson D’Souza, Senior VP of End User Computing, and George Brady, Executive VP of Distributing Hosting For Fidelity Technology Group, have applied these “rebooting” principles to improve associate experience. In preparation for their upcoming keynote at next week’s Infrastructure & Operations Forum, I recently spoke with Wilson and George about the importance of building customer-centric infrastructure:

Why is the concept of "customer-centricity" so important to Fidelity's business?

Serving our customers has been at the core of Fidelity’s business since our founding 65 years ago.  Our goal is to provide the best customer experience and outcomes in our industry. We believe that customer experience results achieved are a function of the technology environment we provide our associates.

-George Brady, Executive Vice President of Distributed Hosting, Fidelity Investments

How is Fidelity making its IT infrastructure and operations more customer-centric?

I'll boil it down to three steps that we will unpack in more detail in our keynote address:

1.       We have a core set of customer strategies and design principles that guide our work across Infrastructure & Operations.

2.       We’ve established listening posts for customer feedback. These listening posts inform our priorities and activities.

3.       We apply incremental improvements (an Agile approach) to our infrastructure services based on this continual feedback loop.

In the keynote, we will highlight the work we are doing to improve our IT services for associates and to re-engineering our Data Center services with the emergence of Cloud capabilities.

-Wilson D’Souza, Senior Vice President, End User Computing, Fidelity Investments

I hope you can join George, Wilson, and Forrester’s Infrastructure & Operations team in Miami.

Comments

Excess capacity into the machinery industry is a major problem

According to the China Construction Machinery Business survey, 26 of the main manufacturers of excavators in China sold 8868 units in September, 23.86% down. Excavator cumulative increase since February of this year climbed to the highest point, it has been declining for several months. China Construction Machinery Industry Association has predicted the next five years, the construction machinery industry is expected to be 17% annual growth. But now the growth target is being challenged. Growth in the second quarter of this year began the rapid decline in construction machinery industry had still not out of the signs down, the industry growth is still in the 'bottom.' Affected after construction machinery enterprises are expanding production capacity is becoming excess capacity.

Excavator sales decline in a row is typical of China's construction machinery industry reflected. According to industry experts say, since the second quarter this year, sales of construction machinery industry continued to decline, this phenomenon has not been checked in the third quarter. Zoomlion Chairman Zhan Chun new that the growth rate of decline in construction machinery industry, there have been signs of late last year, the first quarter of this year, industry unexpectedly explosive growth has actually overdrawn market demand, sales of construction machinery starting from the second quarter, a marked decline in . Railway construction slowdown, real estate is the construction machinery industry sales for the decline. Data show that the Ministry of Railways to complete the first nine months of capital construction investment 346.879 billion yuan, down 19.3%. National Railway in the third quarter ended investment for years the Great Leap Forward.

Data also shows that the first three quarters this year, China's fixed asset investment up 24.9% nominal growth (after deducting price factors, the actual increase of 16.9%), down 0.7 percentage points over the first half, shrinking demand for construction machinery industry downstream. Industry sales is to continue to decline or rebound in the fourth quarter? At the recent 2011 Global Construction Machinery Industry 50 Conference and Summit, insiders believe that the fourth quarter of this year may have tail phenomenon. However, many industry experts believe that the macroeconomic policies remain unchanged, the construction machinery industry will be difficult to return to the past growth rate. Institute of Finance, the State Council Development Research Center, Xia Bin, director on the warning, do not use the past to simulate the growth rate is derived future growth, construction machinery industry is facing the future development of more uncertainty.

In the industry under the background of slowing demand, the domestic construction machinery industry excess capacity problem increasingly prominent. And 'excess capacity' has become the focus of engineering machinery industry conference topics. ZhanChunXin the truth, construction machinery industry excess capacity are triggering industry malignant competition. Xugong group President and general manager of the rabbit liugong zeng pins identity construction machinery has appeared excess capacity. However, they think, industry excess capacity is the low end products of the excess, in high-end products field still have space. Four trillion yuan investment by pulling, engineering machinery industry become fast development, the related businesses expand the capacity to increase investment. A shares the main engineering machinery listed companies have or are almost through shares expand the capacity of financing. International experts will China enterprise overcapacity called it 'assembly excess capacity'. In order to deal with excess capacity bring industry competition, some large engineering machinery enterprise is calling on industry management department to make the industry standard, to regulate the market competition.

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The mutual benefits for combination crusher and road constructio

In the process of the high speed road construction, the vast dinas raw materials are essentially required. That only relying on outsourcing can not fundamentally solve the problem of the need, so it is necessary to seek the self-made manner. Thus, the need for compound crusher to provide sufficient dinas raw materials for the high speed road construction. So compound crusher is essential, compound crusher is widely used for medium and fine crushing of the hard and high hard materials in many kinds of ores, cement and other industries. And the compound crusher has been widely used for crushing the mechanism construction sands and stones, and it has the higher efficiency and yeild.

Compound crusher has a greater crushing ratio, the size of the discharging materials can be adjusted arbitrarily without the effect of the plate hammer, liner wear, and without screen settings. It is not easy blocking when crushing materials with high water content, large amount of mud. The compound crusher uses the elastic regulating mechanism, entering unbroken material can be automatically discharged, which protect the crusher from damaging. The structure of the compound crusher rotor is unique, the rotor body is almost has no wear when crushing materials. The back chamber body is installed with a screw rod or a hydraulic opening mechanism, you can easily replace the wearing parts without using the main equipment.

Materials falls into the high-speed rotation impeller from the upper vertical combination crusher, at the function of the centrifugal force, the materials will be crushed by impacting with the other part materials by forming umbrella shunt. Materials are crushed after several the process. The process is the process of compound crusher crushing sand and stones aggregate for high-speed road processing, which proves that the compound crusher is a fundamental crushing equipment of high-speed road.

Our purpose is to promote the territory development through the development of highway using our crushers, ball mills, machines and at the same time promote local economic development. So the manufacturing high performance compound crusher is the historical mission of every crushing machinery manufacturer. And it is the struggling goal of us Hongxing day and night. Prepared for dedicating to the modernization for China.

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Customer Obsessed organization initiative

I deeply enjoyed you incite on remarks regarding a customer obsessed initiative for you clients. The idea of listening post i see is a very increment part to the learning behavior to make change. I am very curious on the agile approach to your infrastructure services based on this continual feedback loop steps and how a company can implement them? Thank you kindly Corey J. Tronchin http://coreybiggs.wordpress.com

Great blog.

Great blog.