Rewarding customer satisfaction

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Rewarding customer satisfaction

The finalists in the Business Analyst and IT Service Manager of the Year categories of the BCS IT Professional Awards

Continuing our series of articles profiling the finalists in the BCS IT Professional Awards, this week we feature the shortlists for the IT Service Manager of the Year sponsored by The Marval Group and the Business Analyst of the Year.

The finalists for the Marval IT Service Manager of the Year award are:

Ann Davies, Zurich Financial Services

Brendan McDermott, Liverpool Direct

Graham Downes, Royal Bank of Scotland Group

Roger Bannister, Retail Assist.

Providing ongoing service management, whether in-house or outsourced is an important and often stressful task. The award aims to recognise a service manager or leader who has been able to demonstrate consistently high levels of service delivery through well-motivated and highly competent staff. Evidence of swift reaction to challenges and innovation was also important, as was the measurement of results and customer satisfaction.

"IT service management is an important, and often underrated, activity to ensure that the business achieves the desired benefits from its operational IT. The panel sought evidence that candidates were able to react swiftly and pragmatically to incidents and challenges, implement a process-driven approach, while delivering high levels of customer satisfaction - all of which are essential qualities in a service manager," said Maggie Kneller, chairman of the judging panel.

The finalists for Business Analyst of the Year Award are:

Alex Black, Royal Bank of Scotland Group

Mark Jessop, McDonald's Restaurants

Ian Milburn, Royal Bank of Scotland Group.

Finalists had to show that they had identified the system requirements and demonstrated solutions that made a positive impact on performance, such as growth, cost saving, accessibility and improved functionality. The judges were also keen to see innovation and problem solving ability.

The winners of all of the individual categories in the BCS IT Professional Awards will be announced alongside the technology and business achievement awards. These will be presented before an audience of more than 700 IT professionals and VIP guests on Wednesday 24 September at the Hilton Park Lane Hotel in London.

For more information about the awards, contact Nisha Mukhey

020-7234 8711

Nisha.Mukhey@quest-media.com

www.bcs.org/awards/professional/

What the judges said about the finalists for the IT Service Manager of the Year award

Ann Davies, Zurich Financial Services

As an IT service manager supporting 16,000 internal customers, Ann Davies focuses on the quality of relationships with her customers and has developed a successful "working in partnership" model. Davies is dedicated to constantly improving service and the customer experience of dealing with the IT division.

Graham Downes, Royal Bank of Scotland

As the Royal Bank of Scotland's integration of NatWest reached its peak, Graham Downes led a series of 12 projects assuring operational readiness of the new environment. Downes successfully delivered an ITIL-based approach across key service management and operational management disciplines, ensuring that the group could run, support and deliver service on the new target applications and infrastructure to its 18 million customers.

Alex Black,  Royal Bank of Scotland 

Alex Black worked on the NatWest/ Royal Bank of Scotland merger in the loan migration area. His niche was the fixed-rate loan market, which accounted for 800,000 loans and £5bn in business. Problems delayed work by six months and increased costs substantially. Black's solution was to split loan balances so that the migration was successfully handled on the migration weekend.

Mark Jessop,  McDonald's  

Mark Jessop worked to sell more burgers through his Euromission and Plan to Win campaigns. The challenge was to implement centralised reporting of customer feedback and outlet responses. The number of reports was reduced from seven to three. His latest McDrive project is a suite of reports which to date has saved £1.3m and has been extended to 12 countries.

Roger Bannister, Retail Assist

At Retail Assist, Roger Bannister managed the successful integration of a pan-European support contract for Burberry and enabled the provision of out-of-hours support for 2,100 Thresher Group stores. A recent client satisfaction survey proved the success of Bannister's robust service model - 96% of clients polled had a good overall impression of support provided by the helpdesk.

Brendan McDermott, Liverpool Direct

Brendan McDermott has been the key driver in changing IT services at Liverpool City Council, ensuring that the IT portfolio reached Beacon status earlier this year. McDermott's approach was underpinned with a performance framework that he created, which addressed both people issues and result-based objectives.

Ian Milburn,  Royal Bank of Scotland 

Ian Milburn worked on the NatWest/Royal Bank of Scotland integration project for two years. His area of expertise was voucher processing clearing systems within and between banks. These varied greatly and were designed to avoid fraud. His work earned him a team excellence award and two personal excellence awards.


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This was first published in August 2003

 

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