Daily Travails

I occasionally follow the blog, Signal vs. Noise, by 37Signals. There was an interesting post this afternoon by Jason Fried. Check it out here…

Tags: No Comments.

With my recent job change to VP of IT, I needed to get our corporate projects as well as my personal projects in line. I’ve been a follower of the David Allen GTD philosophy, and have implemented it to varying degrees of success. However, the one thing that I have gleaned from the process is that you can only really focus on the next action. In addition, the key is having things simply listed, noted, messaged, etc.

We started the evaluation process looking at dotProject, Project.net, and Basecamp from 37Signals. We settled on 37Signals for our solution, and I have to say I’m loving it. The interface is so clean and simple. There are no questions about where to find things, and the IT team is embracing the simplicity. I am a certified Project Manager (PMP) and i have to say Basecamp is far simpler to use and implement than any other solution I’ve used in the past.

To pull in my personal projects, I’ve started using Backpack…also from 37Signals. It is a personal Intranet/File Storage/”Backpack” for all my stuff. The pages are email enabled, so that I can send content directly to them. I can drag things around. Use Writeboards, lists, notes, etc. I really enjoy the system and I am improving my use daily.

Check these out. 37Signals has their act together.Technorati Tags: software, project, basecamp, 37signals

Tags: No Comments.

Tags: No Comments.

You know, I hadn’t really thought of it this way. The NY Times writes up what RIM is doing to try to fight back against Steve Jobs, Apple, and the iPhone. I hadn’t really thought if things this way. I’ve always been, what I would consider, a technology power user. I’ve owned a blackberry and loved the way it “just worked” for email. However, I can relate to the fact that I wanted more from the device and service. Since working for Helio, and having a device that has multimedia, internet, and integrated messaging, I can see why I would want those features now. I’ve got an ipod touch and love it. I would probably love an iPhone as well. Just look at the satisfaction numbers at the end of the article related to the Blackberry and iPhone.

Tags: No Comments.

I came across this article today as I was reading through some news. It’s a discussion of the wireless industry and what is the next big thing. Working in the wireless industry it is interesting to see this. Working for Helio has really opened my eyes to the many opportunities that exist in this industry. We in the US haven’t yet embraced all the data option on our devices, and the fact that we carry our phones with us everywhere, so why shouldn’t they do more.
Anyway, take a look. It is an interesting read…

Tags: No Comments.

So I’ve decided to split things up a bit.  I’ve got my own “nameplate” site up and running now…sort of.  Anyway, I’m going to start splitting up my posts. We’ll see how well that works out.  However, I want to begin to have this blog be more business/solution oriented.  I’ll maintain the more personal stuff on the other site, www.bjvanderlinden.com.  I don’t write a ton now, so it will be interesting to see what I can push myself to do.  However, I think it good that I split things up a bit.

I’ve been in this operations management class in my MBA program.  The focus has been on Continuous Process Imprevement (CIP) programs such as Six Sigma, the Toyota Production System, Lean, etc.  Going into the class I wasn’t sure how this would apply to the business world that I live in…mainly IT and services.  However, I have really been intrigued.  The idea of mistake-proofing a process such that there are no defects is very interesting. Changing the mindset of people from thinking that you can’t avoid all mistakes because we are human, to thinking what can we do to keep errors/mistakes from happening makes me really focus on the call center world that is in my DNA.

When you work in a call center, goals and targets are set and everyone works to achieve them.  However, I don’t think the focus is ever on taking small steps, or countermeasures as they are called in TPS, to fix an initial problem and then keep digging.  People and management get stuck in the same rut and then can’t figure out why they can’t reduce average handle time, or improve Customer Satisfaction.

That’s really what’s been on my mind for the past few weeks.  I think there is a huge opportunity in this area, so I’m going to explore it a bit more and may write about some of my findings.  We’ll seee…

Tags:   Business · CIP · lean · TPSNo Comments.

Well, I’ve spent the last few hours attempting to clean things up a bit on this blog.  I’m going to try and pay more attention to this blog as I truly believe it can, and should, become part of my identity…at least my online identity.  This new theme is cleaner than the previous and seems to fit my personality a bit better.  It was created by Chris Pearson.  He has created a few themes for Wordpress, which is what I use to run this blog.

Anyway, I hope to be able to make time in my day to put a few words down regarding the things that I am looking at, discussing, invesitigating, and researching.

Tags:   Blog · Personal · Theme · WordpressNo Comments.

There is a major project underway within my world of telephony to move off of Sprint provided TDM voice circuits to a Level3 SIP enabled solution.  Theoretically, this will allow more control/options in our telephony world.  I manage multiple call centers and we utilize the a managed call routing solution to “intelligently” choose where to route calls.  SIP enabled circuits will allow us to eventually combine both voice and data circuits, as with SIP all the voice is actually data.  Anyway…I’m not going to get into all the details of my call routing.

This past week I was talking with a friend of mine regarding some telephony work, and he brought up Asterisk.  Asterisk is an open source PBX.  I’d heard of it before, but never looked too hard into it.  Anyway, he has set up Asterisk at home as his personal PBX.  He has ordered a SIP enabled connection to his home along with a DID.  He is able to route calls to different extensions he has built off it.  In fact, he has family overseas and has set them up with an extension off his PBX and they are able to talk as if it were a local call.

But more than this use of the PBX, he has used his development skills to build out a Windows API that ties into the PBX.  He uses it to do home automation functions, as well as recording voicemail and sending it to email.  While what he is doing isn’t necessarily new, it is really interesting work to be done at home.  What I find most intriguing is the suggestion as to what could be done.  Skype, Vonage, and other types of VoIP services are used at home very regularly.  But this obviously takes things a leap forward.

The other piece to this equation is what Asterisk could do for small, medium, and even large business.  An investment in an Avaya PBX or other similar piece of equipment can range up to $1 or $2 million dollars for a large capacity solution.  While I don’t think you will see Asterisk replace Avaya, Nortel, etc.. in the near future.  There are a number of companies using Asterisk for second tier solutions.  How soon will it move to tier 1?

Tags: No Comments.

So I haven’t posted since Nov of 2007.  That just blows my mind.  I’ve really got to buckle down and write at least once a week.  It gives me an outlet and forces me to think of things.  So here is the quick catch up and stuff that I’m working on currently.

Things are still rocking at Helio.  We’re going through a lot of the typical start up stuff.  There have been some re-orgs, some people laid off, and a restructuring of our sales methods.  However, I’ve seen this before.  I believe we’re at that point where one of three things will happen within the next 6 to 9 months.  1) We’re going to make it on our own and figure out the current challenges keeping us from getting profitable. 2) We’re going to be purchased by another company and made into a division. 3) We’re going to go out of business and I’ll lose my job.  While I want to see us be successful, and that is what I’m working toward, I’m not afraid of the third option.

Next, I’m still working on my MBA.  I complete the accounting class in the Fall and just completed a corporate finance class this spring.  Got an A- in each class, which is good.  I’m starting up an operational management course in a couple of weeks.  The MBA isn’t as bad as I thought it might be.  Being able to take one course at a time makes a big difference.  Also, I’ve developed relationships with a few people in the class and we bounce ideas off each other which seems to help get my head around concepts that may be difficult.

Family is doing really well.  We’re heading back east in May to visit the in-laws.  That will be good.  We haven’t been out there as a family for a few years.  Jennifer and the boys have gone a couple of times, but I haven’t been able to pull away.  So it will be good for all of us to go, visit, and re-establish relationships.

Lastly, on a technology note, Helio implemented a new CRM system for the call centers last October.  It is RightNow technologies.  I can’t recommend the system or the company enough.  They have been tremendous to work with, but their product is awesome.  As with any software system, it does have it’s little quirks.  However, the system allows a speed to market that I haven’t seen before, and allows customizations and reporting that previously had taken weeks or months to get.  I would highly recommend the solution to anyone out there looking to launch a Hosted CRM solution.

Tags: No Comments.

Earlier this summer I was informed that the executive MBA program I had been trying to get into would finally be starting up in the fall.  A couple of years ago I had decided that getting my MBA would be beneficial to my career, but also to meet my personal goals.  However, many of the Exec MBA programs cost far more than I wanted to spend (even with tuition reimbursement), and the standard night MBA programs would have required me to be away from my family far more than I really wanted to be.  This new program is pretty sweet, in that it meets my financial goals and allows me to go to school about every other weekend.  Anyway…

I’m sitting in class right now, and am suffering.  Of course, as part of an MBA, I need to take an accounting course.  Well, that is the course I’m in now.  I’m frustrated, bored, and irritated, because I don’t like accounting.  Further, this instructor assumes that everyone in the class has an accounting or finance degree and works in that field.  I’ve found myself struggling to keep up at times, having to work an extra amount just to stay on top of the work load.  Plus, it seems as though this professor has been far too long removed from reality.  But then again, I feel that way with most professors.  I’m probably in the wrong there. 

Anyway, I wanted to yell “help” to anyone standing at the top of the rabbit hole and let you know I’m down here, and hopefully will find my way out soon.

Powered by ScribeFire.

Tags: No Comments.