To enable improvement, it is important for every organization, IT departments included, to receive continuous feedback from their customers. Negative signals can indicate problems that can sometimes be tackled immediately (operational loop) while sometimes it is necessary to reorganize processes or adjust training courses (tactical-strategic loop). Often organizations have already set up this negative feedback loop. But there is always room for improvement in this area.
Ideally, an organization will have set up a feedback loop that captures both dissatisfaction and enthusiasm. As a result, the organization receives a healthy mix of critical and positive reactions. The chance of achieving flow is much greater when the enthusiastic reactions are also captured and fed back to the operational level. By analyzing why high marks are scored in some areas, you can also learn why things are going better than expected. Perhaps specific employees are doing something special here or processes have been arranged in a convenient way. It is therefore possible that this type of insight can be applied to other areas as well.