Alice Lawson / Chief Operating Officer
Perspectives from a life in leadership.
The latest essay
IT services companies set billable utilisation as if it were a financial ratio. For field engineers and on-call staff it is also a decision about how tired people will be when they drive, climb and change production systems at night.
Read the essayIT services companies set billable utilisation as if it were a financial ratio. For field engineers and on-call staff it is also a decision about how tired people will be when they drive, climb and change production systems at night.
Australian clients often blame poor offshore service on distance, accent or time zone. In my experience the faults are designed in: what offshore teams are measured on, what they are permitted to fix and where privileged access sits.
Government service contracts are won on price and compliance and lost, years later, on staffing. A supplier's board should approve the roster, the clearances and the transition plan before it debates the margin.