Abstract
Two years ago, the customer services group within the PCC Information Technology Services department was in a shambles. The staff were overworked, morale was at an all time low, and the customers were seldom happy with the ITS department. A new manager was hired who had a strong vision of what should be. The vision that was achieved was of a high performance, self-directed, customer focused client services team. Today the staff is energized and the customers are our partners. It didn't require lots of money, smoke or mirrors. It did require a commitment to change and a redirection of attention from the department to the customer. This paper explores what the authors found to be the key success factors for this challenging project.