With broad experience in channel management and strategies, ISMO certifies its channel partners to designsolutions that provide optimal service and support to companies and organizations with mission-critical and business-critical IT infrastructures, while increasing channel partner revenue and profitability. The ISMOempowers its certified partners to build long-term customer relationships by owning contracts tailored to meet requirements down to the equipment level, while the value of ISMO’s multiplatform expertise and geographical reach helps these partners build a credible service-oriented brand under their own name. ISMO’s expert trainers motivate a certified partner’s sales staff by providing training that details the benefits and simplicity of offering branded services for generating new revenue streams.
ISMO. A sensible choice for today’s channel challenges.
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THE CASE OF THE BROKEN WASHROOM DOORS
In “The Best of Peter Drucker on Management”, Peter Drucker tells a story which he calls ‘the mystery of the broken washroom door”.
The newly appointed controller of a railroad in the Northwest noticed that unusually large sums were spent each year for replacement of broken doors in passenger stations. On investigation, he found that washroom doors in small stations were supposed to be kept locked, with the key obtainable from the ticket agent. But, the agent was issued only one key per door – an economy measure decreed many years ago by the then company president.
As a result, when a customer walked off without returning the key – as happened all the time – the agent was left with a locked door and no way to open it. However, getting a new key made – at a cost of twenty cents — was classified as a “capital expenditure”, and agents could make capital expenditures only with the approval of the Superintendent of Passenger Service at headquarters, and this took some six months. But the agent could authorize “emergency repairs”, and pay for the out of cash account. A broken washroom door was clear emergency – and every station had an axe!
“This may see the height of absurdity”, Drucker comments. But he points out that every business has its “broken washroom doors”, its misdirection’s, its policies, procedures and methods that emphasize and reward wrong behavior and penalize on inhibit correct behavior. And the results can be more serious than an annual bill for washroom doors.