Trifork Blog

Posts Tagged ‘Relationship’

JTeam Search Symposium – Session Topics

November 11th, 2009 by

Tomorrow, JTeam is hosting the second edition of our Search Symposium. The following two session (see read more / below) will be presented and will serve as input for the discussion afterward. If you are working in the search domain and would like to join us, sign up by sending an email to:
Hope to see you all there!

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Evolution of a support process (part 2)

October 1st, 2009 by

This blog entry is part 2 out of the series, where I discuss the process to structure support and maintenance work, at JTeam.

In the previous part (part 1) of this series, I’ve discussed our first setup for a support structure in our company. As I said, this setup is not used anymore due to several reasons. In this blog post, I’ll clarify these reasons and take you in on our second setup of the support structure.
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Evolution of a support process (Part 1)

September 23rd, 2009 by

This blog entry discusses the internal process at JTeam to structure our support and maintenance work, and at the same time exceeding the client’s expectations.

As you might know, if you are a regular reader of this blog, JTeam is a software development company. We develop enterprise applications for our customers. See for example our blog post about the Paazl project for a description of one of our projects. After implementation, these applications often will be maintained and developed further by the customer’s own development team or is being outsourced. There are however some projects which stay at JTeam. We keep on maintaining the project and implement new features.

These kind of projects require a different type of development and management process than the other projects. Especially the support work for these projects (i.e. bugfixing) is something that involves a whole different approach.

Here at JTeam we’re constantly looking for ways to improve our development and management processes. This is why we wanted to create a better way to handle these support issues.

This blog entry discusses this process. It will feature multiple parts, so you can follow our strategies and conclusions. Maybe it will help you to find the perfect process for your own business.

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Join the traditional JTeam Summer BBQ

July 22nd, 2009 by

Yes, it is Summer again.  Less traffic jams, more smiling people and relaxing times in the office, life can be nice! And to make it even better, we’ve decided to throw in our traditional summer BBQ.

When: Tuesday August 18th, starting from 16:00 to 20:00

Where: JTeam HQ, Frederiksplein 1, 1017 XK Amsterdam

We like to keep in informal, so no dresscode or whatsoever. The only thing required is to sign up by sending an email to bbq at jteam dot nl.  Please let me remind you that parking near JTeam is terrible and expensive. So act wise and use public transportation.

Love to see you at our BBQ and having some food, drinks and cool conversations with us!
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Why JTeam makes the difference

April 6th, 2009 by

As some of you might now I’ve been interested in leadership principles some years now. Last summer I’ve decided to actually do something with it and signed up for the Servant Leadership Academy.

Every five to six weeks I spent two days with my class and listen to great inspirators.  These inspirators can be of any type; successful entrepreneurs, board members of great companies, authors of leadership books, trainers & coaches, CEO’s of international companies and even people with a sport career. They all shared us their experiences with leadership in general. All of them agree that the traditional ‘power’ model doesn’t hold very long; new leaders listen to their employees and possess empathic powers. It is all about servant leadership; leaders that lead by serving others.

Last module I was grasped by a phenomenon named ‘hostmanship’. To put it blunt; hostmanship is the missing link between employees and clients. For companies to be more successful it is crucial that all employees of a company, including the receptionists and board level members,  deliver the same service.  Success is anchored within the relation between an organization (i.e. the employees) and its clients; not within the products. This I have to agree. Traditional software project companies all deliver more or less the same product; i.e. software projects. What makes them different is their relation with the client. It is the client that decides to return to you and ask you to do more business with him.

I always thought that our employees should service the client the way they would like to be serviced themselves. This proves to be wrong, since people differ and your preferred service level doesn’t always match the one of your client. You should service the client the way it wants to be serviced itself. Yeah, pretty straightforward but oh so true. You should adopt yourself to the mindset and wishes of your client and base your service on this; even if it is not your style. This doesn’t necessarily aligns with the ‘customer is king’ paradigm. Your employees won’t deliver the service requested by your client if they don’t want too or don’t believe in it. And since they interact with your client, i.e. they represent your organization, this usually results in a client lost. So basically, it all boils down in the interpretation skills of your employees. Can they figure out what kind of client they’re dealing with? Can they adopt their service according to the unspoken wishes of this client? These kind of questions form the base of hostmanship. Your employees should let your client feel welcome.

Another valid question is how to relate hostmanship to your mission; something i’m currently working on. Fact is, although our product is better the ones of our competitors, our client(s) are not always are of this. What makes JTeam different? What do our clients experience when working with JTeam? What is our added value on top of our products? As should be clear it has something to do with hostmanship; our relation with the client and the service level of our employees.  The exact definition of our implementation will eventually make the difference.