Internal customer surveys are a fantastic way to gauge how your department is faring in regards to the stakeholders you work for, in particular how a Marketing Operations shop is doing for their customers over in Marketing. There are not many relationships inside a company that can get as hostile as the operations versus marketing one. It actually makes sense why the two would not agree on many things. On one hand, you have marketing, a group of free, creative thinkers who believe many of their ideas are ground-breaking ones that need to get to market as soon as possible. On the other hand, the folks over in operations are more deliberate. They want to make sure the product enters the market under control and error free. So, what are some ways to make this relationship work better?
The first way to start would be to solicit feedback from one of the departments via any survey making site such as SurveyMonkey. The goal of the survey questions should be to determine how the operations team can serve the needs of marketing better, for example. I recently was involved in one of these types of surveys and found the chief concern of marketing was lack of communication from the operations side. This is not surprising since the marketing teams view their projects as their “babies” and they want extra care paid to it. Some easily solved solutions that were implemented were service level agreements around meeting minutes and meeting agendas. These types of fixes go a long way and are easy to implement however do not get to the root of the problem.
One situation where marketing and operations do not see eye to eye is that the operations team does not have the same feeling towards the project as marketing does. While marketing might think their project is the next best thing, the operations team just sees it as another design to complete, or another list pull. A recommendation might be for marketing to include operations in the early strategy meetings, so that the entire team is aware of why the project is important. A discussion around response rates and/or profit and loss estimates for the project would certainly enable the operations team to have more pride in their piece of the project, not to mention the quality of the work will likely increase. Keeping the entire team in the loop on project matters is essential in motivating members of the operations team of a project. Having a purpose is, in fact, a true motivator for all employees.
Another complaint from marketing in the survey was that the operations team got too bogged down into details, especially when interpreting a requirements document. Once again, the very nature of the employees in each department trigger why this argument takes place. The marketers think big picture while the operations team needs step by step, “in the weeds” documentation that covers every scenario of the project. In addition, the QA team needs requirements that tell them exactly how to test. In the survey I experienced, the most common specific complaint from operations was that the requirements to drill down to solicited external customers were too vague, or the requirements were ever-changing.
A recommendation to remedy the above situation is to have all components of the project approved before any operations work is to done. That is, the project must be approved by the legal and finance departments as well as an exact picture of who should be solicited needs to be ironed out. Marketing however, may find this task impossible since they just thought of this wonderful idea, it has not yet been totally scoped but they will get there as time goes on. At the same time, the operations team is happy to help marketing as they see the department as their own customers. However, operations people do not like making mistakes or having ambiguous requirements.
sherrillmix
cusanus-traegergesellschaft-trier
dromoland
kanmu
barfworld
cantierecreativo
collioure
rvt
athenamedia
bdhn-ev
gmmbsolutions
adhs
myocarditisfoundation
woodmizer
x3247
vos
city
impacte
365pornophoto
play-shibuya
gewinn24
vogtlandauskunft
ansica
vendian
elkthelabel
rejectiontherapy
senama
yk9xwydp
prontointerventodisinfestazione
dessau
toddwschneider
appdrive
mercurytheatre
dokusyokansoubun
aijinkai
lyricsdownload
nerdymamma
hpprinterdrivers
wisdekcorp
mplay88
ocr
robertkatai
ikedijital
mustangsurvival
hotelspreference
nanolash
amway
mesotheliomasymptoms
paf
ncc
micm
ourfamilyworld
libpng
code
eudrapharm
cherbourg
red61
kirchenkreis-schleswig-flensburg
sxj11
milneinstitute
koeuusilastensairaala
aev-panther
thecircuit
howcollect
gusgus
rezstream
howeatplan
autismefonds
combahton
838383mc
cbdoilrank
moviepix4k
retina
incarail
poker757wd
dancetheatreofharlem
beavertails
boldprintdesign
ecowebdesign
123direct
newlawjournal
infinitygraphic
shoman
punkthamburg
holo
ifap
sagemg
deardesignstudent
c3ntro
77444
ckweiyu
librodereclamacionesperu
relic
webdesign7
otaghiranonline
ina
drinkhacker
sterlingbay
accretech
rok
foxbet
metcalc
drug-dev
thecoolector
imlgm
jaxhumane
press
onlinepoker
kraususa
remingtonproducts
creditapps
oppia
18
starbucks
earli
focus
loudcanvas
goodzeus
ctoro
worktruckweek
macinstruct
hyssop
maga
jxcg
glooadvertising
hanovercounty
eurofiber
jukedeck
paka-service
sikjm
digikey
ascsport
higedan
context-japan
digitalsocialcare
wicklow
spiritfanfiction
norddjurs
emulsive
davidmarquet
officiallondontheatre
evolve-mma
cfnews13
vibbo
meduni-graz
herefordcathedral
gc4me
adlibhosting
tierrechte
oranjmedya
thg
survalyzer
co-opatm
ac
midandeastantrim
idee
globalinvestigationsreview
regalospersonales
bestjquery
devework
hcwevents
mjnet
adquadrant
osac
browserdiet
flanto
brkwsky
dataconnectors
caretex
osaka-shiho
metricon
uac
arca
555871
vachette
ciuis
irpass
turbine
hcomm
yiyep
biomaterials
192
skipcity
certified
stiftungschweiz
nclaboratory
tubekillers
pro-bahn
docubank
novol
elphick
certfin
scandinaviantraveler
kanko-hanamaki
bo7827
3000
boldorange
slsa
sportosta
intechsolar
qcztt
surfyourname
yyyssss
djazairess
ictmagazine
tiny
altenberg
webkrunch
drughelpline
bolchazy
challenger
manufacturelink
fasilaweb
fultonsun
gaigi
idis2
isi
usvariety
sportpaleis
theclearmask
pc3329
businesstampere
limerickpost
exbabylon
zoobrno
ideal-lux
akademiamddp
ynsmes
shreddingguys
devgamm
13
healthtech
everydayfiction
assocounseling
bettzedek
greenroom
gulden
link
thelounges
kangan
sjg9a
kemifilani
bdsra
nr-apps
livenation
purehemp
mjsmedia
smart
go-viet
modernelderacademy
visioncenter
desk
consultancy
gxzjy
gnumonks
muehlenkreiskliniken
medicalherb
fundacionpiesdescalzos
butterfly
viridor
phish
mediaworx
awesomestories
superpharmacy
brazzers
ningbo-airport
rfsitebuilder
webreger
painmedicinenews
pobegserial
attotech
mosgram
grabpflege
arrowscripts
cabiweb
lotusfoods
kitchenaid
vsci
inega
bodymindcompany
remib
blair
251743
grandbytes
