Where PS Leaders Connect    
Home | About | Resources | Contact Us
Job Board
Sr. Technical Support Manager, Websense - San Diego, CA
Implementation Consultant - Retail - Kronos, MA & CA
>>More jobs
Voice of Village
>>All Articles
>>Read More
Events


image

>>Details & Register
>>All Events
Upcoming Webinars
Boston, April 6, 2010
Chicago, April 28, 2010

>>Learn More
Research
>>Learn More
Recommended Reading
- Tom Peters
- Paul Greenberg

>>More Books
PSVillager Blogs
>>More Blogs
Voice of the Village PSVillager Spotlight PSVillagers
image
VP of Services, Fliqz
Honda Civic affectionately named Willy because the license plate was WIL999
Commis in Oakland, CA

It is run by a former sous-chef, so you get all the experience and talent without all the pomp and circumstance.
What are three things most people don't know about you?

1. Even though I appear to be all business at work, I cry at Hallmark commercials at home. 

2. In the early 60s, I had the opportunity to live in Taiwan with my family.  This means that I learned Taiwanese at such an early age, I have been told I don’t speak with an American accent.

3. When I was in high school I dreamed of having a family with 13 kids.

What's been your greatest adventure in life?

Exploring the world is my adventure.  I have lived on 4 different continents.  My vacation times revolve around expanding my exploration.  My most recent trek was to Africa on a photo safari and I haven’t yet made it to Australia, so that’s on my list.

What's your best childhood memory?

I have very fond memories of getting the entire neighborhood of kids together in the backyard and turning on the Partridge Family albums and lip syncing to the songs.

If you could have a conversation with a person of your choice, past, present or future, who would that person be and why?

I would love the opportunity to speak to a child of mine when they surpass 100 years of age.  I would be interested in knowing how they viewed the technology of my era and the dramatic advancements in the timeframe of their life.

What's the hardest thing you've ever done in your life?

I am torn between starting a professional services organization from scratch in a foreign country or the backpack trip I took in the High Sierra’s this last summer at 11,000 feet altitude.

Tell us about your favorite hobby.

I love macro photography.  I can often be found on my stomach taking pictures of mushrooms or insects or other small artifacts. I have gone crazy since the advent of digital and was an early adopter of some of the earliest digital cameras.  Digital has provided me with the freedom to take thousands of pictures with remorse and I love the freedom and creativity it allows. 

What are you currently reading? What is your favorite book?

I always have at least two books going at the same time.  I tend towards Dave Baldacci and Michael Connelley for my personal entertainment.  There is a group of friends that formed a book club more than 10 years ago and we read a book a month.  We are very low key as you don’t need to read the book in order to come to the dinner.  And most of the time, we only discuss the book for 10 minutes.  From that list of books, my favorites are Beneath the Marble Sky, a love story by Jon Shors about the building of the Taj Mahal and Luncheon of the Boating Party by Susan Vreeland, which is a novel about the back stories of the figures in Renoirs painting of the same name.

Is there a particular place or thing you want to see?

I would like to walk along the Great Wall of China.

If you could give $10,000 to a charity, what would that charity be and why?

Big Brothers/Big Sisters because they provide mentors for boys and girls.

If you weren't on the professional services career track, what would you be doing?

My dream job would be to run a small bed and breakfast in the Napa Valley.

What is the path that led you to Professional Services/Consulting?

I spent a couple years as a programmer but realized I liked working with people more than computers so I gravitated towards professional services.  I have always been a good teacher so it was natural for me to take on roles that helped facilitate customers achieving their goals.

What advice would you give to a recent graduate who just took a job in professional services?

When you first starting working in professional services, take all the unique customer situations offered.  By experiencing this diversity in customer scenarios, the learning you gain will enrich your contribution to your customers later in your career.

Become a PSVillager
JOIN
Sponsors
>>Learn More
News
PSVillage Hosts Executive Breakfast Series on
Cloud Computing and Compensation Trends
Compuware Launches New Initiative to Help Technology Firms Improve Operational Visibility and Control
Ironworks Consulting Selects Tenrox On-Demand Software to Streamline its Project and Resource Management Processes
Tenrox Project Workforce User Base Surpasses 100,000 Users Worldwide
>>More News
Discussion Forum
Seeking Opinion on When to Bill and When Not to Bill?

We are a professional services organization within a software product
company.  Our products are all large scale applications in the electronic
payments field.  Every implementation is heavily customized to suit the
business needs of the client.  We are having internal discussions on
what activities should or should not be billed to the customer; mostly
surrounding project management but the discussion extends to all PS
staff as well. 

For example, our delivery methodology specifies that we have weekly
meetings with our senior management to review the status of projects. 
Project Managers prepare for and conduct a portion of the senior
review.  Should that PM time be logged against the customer project
and billed to the customer? 

Another example:  PMs spend time preparing invoices, addressing
billing questions, entering/checking/verifying/editing data in our
Oracle financial and project accounting systems.  Do other companies
bill the customer for this administrative time logged by PMs? 

Another example:  Since our applications are customized for every
implementation, there are inevitably software bugs.  Those software
bugs lead to internal review meetings, delays in delivery, and rework.
Although we would not bill for rework, should the time the PM spends
coordinating all the internal activities be charged to the customer? 

One last example:  our delivery methodology calls out specific
activities & deliverables such as Quality Gates, Quality Audits, Post
Mortem analysis, Executive Review sessions with customer execs,
weekly status reports and many more.  Where do other companies
draw the line between when an activity is billed to a customer because
it is part of the customer project, and when the activity is not billed
because it is an internal action that the company elects to perform that
is only tangentially part of the customer project?

This may seem like a simple question but it is really quite complicated. 
We are finding that making the transition from a pure software vendor
(our old model) to a services company (the new model) is not that
easy.  Maybe you have experienced the same thing. 

People are lining up on both sides of the aisle.  On one side are the
people who think we should bill every hour of time that we think about,
do something about, talk about or work on a project.  On the other side
are those who think that some of the things we do are driven by our
own internal desire for process, methodology and data, and, if an
activity is internally driven, we should not bill the customer as it is a
‘cost of doing business’. 

I’d be interested in any opinions or examples you have on the topic.

Thanks.

>>More