Follow these 10 steps to better manage your service delivery and ensure business continuity and corporate growth
ABOUT FIVE YEARS AGO, one of our senior engineers decided to leave our company for “greener pastures.” This engineer had been with us for over five years and handled the maintenance of a few key accounts. During the last week of our employee’s tenure with us, we sat down with that person to review the status of accounts, documentation, and any other details we needed to know. A few notes were shared, and passwords confirmed in our database. We thought we had what we needed. However, when we went on-site to transition the accounts under that engineer’s purview, we were blindsided by what we uncovered: incomplete projects, server rooms in substandard condition, and minimal documentation (the information apparently left with the employee instead of transferred to our database).
Does this story ring a bell for you? In the past couple of months, I’ve heard at least a handful of stories from business owners in a lurch because “trusted” employees not only left the organization but left the owner with a mess to clean up, just like we experienced several years ago.