Written by: Sean Fitzgerald Pres. IT-NetLogistics

I believe service is about Attitude, Expertise, Execution and Delivery. I have already written about Attitude and Expertise in parts 1 and 2 and this article is about execution. It makes sense that one could have a great attitude and also have a high level of expertise yet struggle when it comes to execution.  Execution, in my estimation is the implementation of the battle plan. In the IT service business execution has many components that have to be dealt with in order to deliver quality service and reasonable rates.   In the IT service business delays cost money for both the client and the IT service provider. With large projects such as a new “IT product deployment or Rollout” involving hundreds if not thousands of locations delays of any type can become extremely costly. Even when a delay is not attributable to the service provider it can certainly have an effect on the profitability of that provider, as well as an increase in costs to the client. In instances where these project delays are not the fault of the service provider and the client authorizes additional billing, I suggest it is not enough to cover the delta of what the provider would have earned had the project gone as scheduled. Simply put, everyone is losing when the project goes sideways. I believe that execution is the art of getting it done despite the problems that arise. Almost all battle plans are changed or modified during execution.  Preparing the playing field is an integral a part in delivering a successful project.  All facets of the project must be considered and understood, even when a task may not be under your control. What good does it do if you are ready to roll but the equipment manufacturer for one reason or another didn’t ship the equipment? Even though the equipment delivery may be out of your control, and perhaps is being handled by the client, it can be a costly point of failure. I would suggest the service provider make every effort to understand these processes and how they are planned, as they can certainly have a negative effect on the projects integrity.   I have always tried to have our team directly involved with the client during project planning meetings.  Our company has completed thousands of IT projects and certainly we have information worth sharing during project planning exercises.  We have seen the pitfalls, we have been through them, and we are happy to work with our clients to insure they have the best chance of success with any of their IT projects. Execution is as much about preparation as it is about anything else. The more prepared you are the better you will execute. Regardless whether something is or is not part of your responsibility, take the time to understand its process and share your prior experiences with the client. After all, the client has not completed hundreds or thousands of these projects you have, so as an “IT Service Provider” bring your expertise to the table. Assist your client with the project planning requirements whenever possible, as this will go a long way in insuring your project is delivered on time and within budget. –

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