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Digital Trust and IT Security
Digital transformation has been the buzzword of the past few years. The pandemic crisis around the globe gave a sudden boost to doing business online. Many companies moved very fast towards automation and digital transformation. This sudden transformation created many concerns, but considering the situation, it became the need of the hour.
Understanding the unavoidable circumstances, customers started to accept online business willingly, and some, by force (maybe since they got no other options), and this became a norm around the globe and the
corporates started highlighting Digital Trust.
In this fast-paced journey of moving towards doing business online, are we addressing things right? Are we giving the right experience to the customers? Are we gaining the confidence of the customers in creating trust in converting the experience to a fully-fledged transformation? Or are these being pushed toward the customers by using their inability to switch options? Organizations, which have failed to secure trust and confidence in the day-to-day operational context, how can they gain digital trust?
Creating digital trust is not only about IT security implementation & practices (which are not visible to the customers). Digital trust is cultivated, using many other aspects where IT security becomes only one component of the whole trust-building process. These include the service culture and mindset cultivated in the organization, the way the customer is treated and handled at different touch points, delivering what is
communicated or committed without compromising it to customers, supporting them in their difficult times without excuses for delivery of services, smooth transactions in all circumstances, handling or usage of personal data, quality, and consistency of service, response time, management commitment, etc, in giving that experience to the customers along with the implementation of the appropriate and reliable technological solutions for a better service experience. In addition, there are many other practices and techniques that should be considered in making this better, such as IT Service Management, Site Reliability Engineering, Governance, Business Relationship Management, Zero Trust, Personal Data Protection, etc, along with journey mapping, design thinking, competency mapping, etc, to name a few.
Digital trust focuses on gaining customer trust and confidence. Digital Trust does not get cultivated by implementing IT security practices alone, it has many other factors that contributes to it, where IT security is only one of the factors. Digital Trust is the holistic experience customers get in their engagement journey (with the digital applications and services they interact with) and the confidence they gain in (the holistic system) building that trust.
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Garbage in garbage out is this term rightly interpreted? (Process.. part2)
Garbage in garbage out is a term commonly used to state wrong input produces wrong output in the industry.
IS THIS CORRECT...?
Actually garbage in garbage out is a term supposed to be used to state that THERE IS NO PROCESS, not to state wrong input will give wrong output.
If there is a process, wrong input will not go in, it will be identified at the entry point or filtered or not accepted by the process, since processes will have validation, verification, rules, policies, work instructions etc.
The input is transformed into an output through the process. So either garbage cannot go in or if its accepted it cannot come out as the same (same garbage), it should come out as something else (may be refined garbage or some different output, getting the same garbage as input is only possible if the process is missing or it has not done a transformation).
Therefore, using garbage in garbage out to state, wrong input will produce wrong output is completely incorrect. It is a term meant to be used to state that THERE IS NO PROCESS …!
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Evolution of social media
According to records the evolution of social media and their progress are as follows:
Released dates
1. Instagram - Oct 6th 2010
2. Facebook - Jan 2004
3. Google AdSense - June 18th 2003
4. YouTube - April 23rd 2005
5. Twitter - March 2006
6. LinkedIn - 2003
7. Pinterest - Jan 2010
When it became popular
1. Instagram - 2010
2. Facebook - 2009
3. Google AdSense – no clear indication
4. YouTube May - 2005
5. Twitter March - 2007
6. LinkedIn - 2006
7. Pinterest - 2011
When businesses started using it for advertising
1. Instagram - November 2013
2. Facebook - November 6th 2007
3. Google AdSense – no clear indication
4. YouTube - 2006
5. Twitter - April 2010
6. LinkedIn - 2005
7. Pinterest - 2014
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Blog Content
Blog Content - not in the order of posting
Garbage in garbage out is this term rightly interpreted? (Process.. part2)
Evolution of social media
What is the Importance of certifications in the global market?
Process & Capabilities
Customer Service, Quality & Pricing
Customer service and transforming digitally
Customer Service & expectations
Strategy - long term: are we getting it right?
Position, Politics, Leadership and Culture
Position, Authority and Power..
Vigilant and Contingency
Corporate Trust
Digital Trust and IT Security
Perception
Assessments & Decisions
Knowledge & Wisdom
Learning and Change
Multi-disciplinary knowledge
Ethical hacking not for underage..!
The power of thoughts
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What is the Importance of certifications in the global market?
There are many universities and education institutions in the world offering many different degrees. Millions of people graduate from these intuitions with various qualifications. Unfortunately, all these qualifications do not get evaluated, delivered or assessed the same, even if the title of these qualifications are the same, due to many factors.
Except for the famous universities, many other universities go unnoticed even though the content of those programs are good, since there are millions of universities and institutions are in existence, understanding or knowing these universities and their program coverage is impossible.
But a person who understands and has a sound knowledge of the technical and academic capability will be able to assess the suitability of these qualifications for the specific requirements. But this is a rare possibility.
This confusion of thousands of degrees offered by different institutions and their standards and credibility place corporate organizations in serious difficulty.
This is where the global certifications play a role. These are certifications which are developed, administrated and monitored by a common body globally or by professional institutions or organizations globally, and the qualification or certification sets a common expectation, standard and capability criteria for the qualified. As a result these certifications stands high, since they set a common minimum standard for all those qualified.
As a result of its global presence and credibility, mostly these qualifications are well known in the industry and standout as credible criteria for filtering or hiring. This places the candidates with these qualifications to carry a passport to the job market around the globe.
Most importantly these certifications are updated frequently to reflect the updates required in the industry (which is an important requirement in Business and IT), and most of the top end certifications require experience to write the exam, as a pre-requirement or as knowledge and expertise.
At the same time, the certifications have different categories and levels, along with diversified positioning. Most of these certifications are categorized as product based and NON-product (non-vendor) based certifications. In addition, some exams are assessed based on MCQs, and some based on objective based case study or scenarios.
Again there are many certifications offered by many organizations at various levels. Other than the famous global certifications, there will be confusions in understanding the credibility and the level it is pitched, unless you have a very good knowledge and understanding of these certifications.
Therefore, one must choose the right certification to suit his carrier growth target, experience and knowledge, in gaining the maximum advantage out of these certifications.
Certifications play a significant role in gaining recognition in the global market, regardless of what you carry as other qualifications and experience, in the primary filtering process or in recognizing someone.
What are the different AREAs the vendor neutral certifications cover?
As per date there many areas covered, such as,
Business
Risk management, change management, service management, relationship management, marketing, digital marketing, Project management, Program management, Portfolio management, Business analysis, Standards & practices etc.
Information Technology
AI and related areas, Data Science and related areas, Block chain, Security, Governance, IT auditing, IT service management, Enterprise architecture, Agile practices, IT regulations, bills & law, IT Standards, Digital transformation, Software testing etc.
These are some common areas only, but there are many specific areas available too. Also note there are product based (or vendor based) certifications available for most of the above stated areas too. Reach me out if you need to know more..
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Customer Service, Quality & Pricing
How would you expect the service cost to go down, when the capabilities contributing to the service cost keep going up?
(the capabilities contributing are skilled resources, products and services used by the service provider from internally or externally and many other factors)
While product cost going up is justified, service cost going up is questioned all the time, and bargained for low cost. Which only pushes the service providers to sacrifice quality to meet price competition.
At the same time, the expectation of the cost reduction on services are of no surprise for those organizations that do not meet the service quality expectations and give no regards to customer experience, or considering customer as the main focus.
This should be avoided by providing quality service to customers and coming up with proper SLAs without hidden conditions. Creating customer trust is an important factor in building a solid loyal customer base. This automatically happens when you provide consistency in the quality of service provided.
The customer contribution also plays a role in this, but for that to happen you need to build awareness and create maturity regarding your product and services. In the mean time you may also come across customers who are only focused on pricing, they are dealt differently using various strategies based on organizational focus and the markets they are in.
Normally customers are happy to pay when service quality is good, but the service should be focused on customers, not around organization’s profit / benefits only.
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Perception
Perception is based on expectations. Expectations are based on exposure and experience (which is also influenced by knowledge and wisdom).
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Customer service and transforming digitally
Technology can give you many flexible ways to reach the customers. But customers should feel, that they are being reached.
This happens only when you reach/touch their hearts, with true service and commitment. Satisfaction in service is a feeling of the heart.
Digitalisation or transforming digitally will not necessarily do this, unless organizations transform their service culture, in delivering real value to their customers and with committed customer service. Which is evident in the way they do service provisioning !
Value is always customer’s perspective, not service provider’s !
The biggest barrier in realizing digital transformation is, ignoring the true committed customer service with an end to end service culture, and value creation for customers.
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Strategy - long term: are we getting it right?
Strategy is a long-standing buzz word everyone uses in different contexts. It is also used to absorb many things, which is untold and to escape or hide behind.
Regardless of all big definitions given in books, if you look at this word, what does it really mean?
I would say STRATEGY means in simple, the APPROACH. Please note this word came from the war/battle environment.
Strategy is not a fixed plan !
Strategy keeps changing or should be changed based on the ground situation/context, if you have to succeed in your objectives, which can be for survival or to thrive.
Having said this, when we talk about strategy in the business context, it is interpreted differently most of the time by most people. They pitch strategy for long term! Eg 5years or 2years. Which is not true in all contexts. Strategy would have been for long term in the industrial era or years ago, when the reaction from the market is not instantaneous, but in the current business era, this is not practical.
if you consider business strategy which is for long term, the practicality of this is in question, when your strategy does not 100% depend on you or on your Organization.
You could accept this, if and only if the market (your customers, your competitors, and the market environment) that you are in is not going to react, or every attribute contributing to this is in your control.
Is this practical? NO, they will react (unless they are gone for a long sleep)
If they react, what will happen to your strategy? Are you not supposed to counter that, with a new or modified strategy?
Therefore, strategy will keep changing according to how your market environment, customer trends and competitors’ competitive strategies.
So, cant the strategy survive longer? Yes, it can, but depends on many factors. The possibility of a strategy surviving more longer term is where, it has considered all possible scenarios and their countermeasures that could occur, including the potential/possible reactions from its competitors and customers. This comes by having good understanding of your customers and market, your own capabilities, and your competitors’ capabilities. In addition to the, proactive monitoring of the market trends and competitors moves.
If strategy is so dynamic, then what are we confused with? Are we referring to road map? Yes, road map is long term, (for eg: it can be even for 5 years or 10 years) based on what you want to achieve, this can be for years, but how you achieve each milestone points in the road map can have different approach/strategy based on that context. Each strategy can have multiple plans in achieving it.
Plan is a devise method to achieve the objectives.
Strategy is an approach you take in any form to achieve your objectives based on the context.
We live in a world of discontinuity, in this context “We have a strategy” will not work. We need to keep changing the strategy to reach/achieve our goals based on the changing context of the environment.
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Process & Capabilities
Feb 5, 2021
Often clients ask to suggest one framework or methodology that they can follow, which will fit all their needs...!
Unfortunately, if there is one, which fit all purpose or most of it, then we will not have a need for multiple frameworks and methodologies.
Also people tend to think implementing process can improve performance of the organization magically..! and once done, this will take care of your organization for ever..!
Organization’s performance depends on many factors, including people, process and technology.
Process alone will not do the justice for the expectation, it needs the right people (capabilities) to execute, and the right technology to gain benefits out of it, along with the right culture and many other factors to support.
In addition, the processes need to be improved based on the changing requirements, the current state of the organization, and the feedback gained.
There is no best practice which stay as a best practice for ever... unless challenged and improved.
Also choosing the wrong practices will not do any justice. The right practices need to be selected, in right combination to make a success, this decision/direction needs to come from diversity of exposure /expertise of Global Best Practices and Frameworks. (single specialization or low level understanding may not give the right bigger picture or proper solution).
This can only be a success, provided that the organization has the right capabilities to execute…!
Why Global Best Practices emphasized more? (May 17, 2021)
A person working in an organization for a long time in process role, will have a very good knowledge of the organizational processes, but there is no guarantee that the organization has followed the best practice in the industry, or that can fit for another organization.
This is where global best practices come in to play, they are best practices / experience captured from many organizations around the globe, tested and proven in multiple industries before put into books or promoted, and in addition they are feed backed in terms of performance and relevance..!
Therefore the global best practices and frameworks are always the best guide for consideration.
Also note this consideration should come from a background of good exposure and expertise of global best practices, frameworks, methodologies and standards supported by good business understanding.
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The power of thoughts
The farmer may sleep.. but the seeds that he sowed will NOT sleep...!
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Position, Politics, Leadership and Culture
The position may give you the formal credibility and recognition, but the real credibility and recognition is earned...!
Which is gained based on what you do to justify the position obtained.
Therefore, when you chase for positions, make sure you really work for it or develop the capabilities required for it, to really justify that position. If not, the position loses its credibility and legacy.
When, people who do not have the capability and credibility holds positions, they sustain it by playing politics (in corporate / organizational environment), which sets the wrong culture and promotes bad practices.
Therefore, organizations need to identify the right candidate to the right position. (provided the organizations have the ability, to do the correct assessment to identify the right candidate, which is not only with right experience, but also with the right exposure).
Capability miss match in positions create status-quo challenges to all others with the right capability.
Also, the position being held, and holder is watched by the stakeholders of the position holder, regarding your capability, credibility, and the justification you do for the position. Though they may NOT express their thoughts and observations to you, they still tend to see you like a joker at times.
The right candidate to the right position with the capability, knowledge and wisdom creates legacy to the position.!
Also developing the capabilities to meet the expectations of the position, justifies the position being held and sets a good example (good practices) to the society at large.
Power struggles are common in organizations, it can be welcomed if it creates healthy competitions or antifragility in organizations, if these struggles create politics due to lack of capability and/or credibility, then they promote wrong culture and practices, which puts the organization and its credibility at stake. Therefore, it should be stopped immediately.
The observers who keep silent regarding this, or the concerned people who take no actions on this or those who do not react to these practices (may be due to ulterior motives, benefits, or lack of ability to comment), do not have any difference from the people who play politics. Only difference is that they are not performing but contributing silently to create bad culture and practices.
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Vigilant and Contingency
Being vigilant and having contingency mindset do not mean negativity; it is a way of assuring positive results.
If the recipient do not have the same level of experience & exposure (refer Difference between Experience & Exposure (linkedin.com)) to realize it, still it can give an impression of negativity since they have not gone through the mill to realize it or they do not carry the same level of wisdom as yours… but still, it can be taken as a learning experience to be vigilant..
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Corporate Trust
Corporate's try to grow on stature, rather than growing through customer trust...?
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Knowledge & Wisdom
Knowledge gives power Wisdom gives courage..
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Multi disciplinary knowledge
Multi disciplinary knowledge and expertise are the demands of the future. Like PhD for specialisation there should be a higher qualification to address multi disciplinary knowledge . Have the universities considered this..?
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