16 YEARS WITH PASSION FOR NERDS - and customer satisfaction and systematic work
[email protected]@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
12
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
21
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!
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