16 YEARS WITH PASSION FOR NERDS - and customer satisfaction and systematic work

grethe.Viksaas@basefarm.com@GViksaasSeptember 2016

«NERD»?

My definition:A nerd is a person with deep knowledge,

passionate about finding the best solutions.

A no-show-off-kind-of-person

A person you can trust!

«SEMI-»STATISTICS

CW: In 2015, female representation of students with informatics as the first choice was 17.4 percent

Deliotte: < 25 % women in the IT industry at the end of 2016

Basefarm % female employees % female managersIn total 17 % 30 %Norway 15 % 29 %Sweden 22 % 36 %Holland 15 % 17 %

Me guessing: Even fewer at the computer operations studies

QUESTIONS• Why is it so?

• Does it matter?

• What can we do about it?

I’ll leave this for now…………, and just tell my story……….

MY STORY

• The development – starting with an internal Basefarm film

• We have succeeded – WHY?−Great people−Happy customers−Systematic work

• Takeaways

THE DEVELOPMENT

• From 8 “nerds” to 400

• From 1 to 3 countries

• From 0,- to 650 MNOK in revenue

• …. 3 shifts in ownership (so far…)

2000 2016

GREAT PEOPLE!

GREAT PEOPLE ARE MOTIVATED BY….• The opportunity to do a great job

• Working with other great people

• Personal development

• Working for a company they can be proud of−with a management they can trust

• And have fun at work

….. the same as drives a company’s success

Nerds in disguise

SOME BASEFARM PRINCIPLES• Intro course for all new employees

• Skilled seniors working closely with exciting customers−Empowerment through «small Basefarms»

• Great people in 1st line !−Solving a broad part of our cases−Developing a unique skill set−Our primary recruitement base

• Ask and act!−Remove obstacles to doing a good job

AMONG TOP 10 IN GPW

10

CULTURE IS KING!OUR VALUES:

HAPPY CUSTOMERS

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COMPETENCY CLOSE TO THE CUSTOMERS

Customer teams – «mini-Basefarms» caring for «their» customers:

ASK AND ACT!Support survey

In-depth survey

Service Improvement plans

NICE AWARD THIS SPRING:

SYSTEMATIC WORK

NEVER ENDING CIRCLE

Plan – do – check – act - plan – do – check – act -…….

Build experiences into processes and systems

(Systemize the nerd’s skills…)

EVEN HEROES HAVE BAD DAYS

EMBRACE THE MISTAKES!

Give me a fruitful error any time,

full of seeds,

bursting with its own corrections. Vilfredo Pareto

SUMMARY

MUTUAL DRIVERS

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Great employees

Happy customers

Profitability

Systematic work

(And some hard work….)

TAKE-AWAYS

• Make sure you have the right people on board!

• Know who you’re there for!

• Systematic work always works!

• Don’t forget to have fun!

THANK YOU!