Process Performance Management ◾ 209
8.22.3 Daily Consultation with Internal Customer Users
As an independent observer, a facilitator, and a catalyst, the IT resource must be provided with
a forum to present opportunities to their internal customer. Frequently, this becomes a “sales
meeting” where the role of the IT resource is to sell his or her “customer” (users they support) on
the productivity improvement opportunities. During these daily debrief time slots, the IT team
member spends time brieng his or her internal customer users. is is the time when the internal
customer users can provide critical comments from “their” perspective.
is is the time when cost of change can be explored, alternatives pursued, and action plans
developed. e ...