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CIO Leadership Series: Leslie Hearn, TDS Telecom

Madison, Wis. - Leslie Hearn's first rule for the execution of information technology projects is "no geek speak."

While some techno jargon is unavoidable, the value of plain-spoken communication is immense, said Hearn, vice president and CIO for TDS Telecom.

Leslie Hearn
"Great IT projects ......

Full article >>> rease the percentage of time in which they are truly serving the customer. The project is challenging because the company has many procedures built up over existing applications, and while it can be arduous to work in all these applications, that's what employees know.

"At worst, there are times when we have a seven-minute call, and a rep might have to go to four applications," she said. ......

Full article >>> e customer. I've got some great ideas on how we want to present this application.'"

According to Hearn, one of the developers' "Eureka" moments came when they watched the reps in action and noticed how they used a notepad to write things down. Even though they have all these network systems in front of them, they still write down things they see on the screen. "They [developers] would say......

Full article >>> ansactions with it. This is a key part of the change management process, and it occurs before the system is finalized.

Hearn prefers to build and demonstrate the business value of smaller projects rather than take on too much at one time. With an incremental roadmap, she believes there is a better chance to positively impact users, and less of a chance to unravel a project with complexit......

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'"/> By Joe Vanden Plas 06/21/06

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