Friday, August 07, 2009

How to deliver services badly

I think I've come up with a recipe that will guarantee bad services within an enterprise.

They key is to remove executives from direct use of a service or from direct contact with users. This is typically done by the use of admins (who are direct users for executives) and by an insulating layer of management.

This is hard to do when services are managed locally. In this case the service will report into someone who cannot easily attain isolation.

So, in practice, the delivery of a really bad services requires centralizing or outsourcing service delivery. This makes the essential executive isolation much easier to achieve.

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