NBJ talks with Colin Braithwaite

Address: 717 Airpark Center Drive

Phone: 615-308-6960

Web site: www.pomeroy.com

Education: Bachelor's from Bridgewater State College, MBA from Babson College

Residence: Franklin

Time in current position: 2 years

How does your business make money? By solving customer problems. The more problems we solve, the more profitable we will be. The marketplace is pretty brutal. If we don't solve problems, customers will vote with their wallets and look for alternate solution providers.

What trends are shaping your industry? The IT industry is finally maturing. Historically, people have thought of IT as different. This can be partially attributed to many people not understanding technology and relying upon their own in-house subject matter experts. In some cases, this has worked well. In others, well ...

It is now obvious that IT is a business tool and business rules apply to it as well. If IT can act as an enabler, improve productivity, drive costs down, deliver dollars to the bottom line and meet ROI requirements, then it is a no-brainer. Otherwise, one needs to really think hard about justifying the expenditure.

Main business goals for the coming three years: Improve our service ratios, increase sales, continue to offer a low-cost delivery model and expand our team's skill sets.

What would people be surprised to learn about your industry? IT people are not as smart as many people think. There are certainly a lot of smart people in this industry. All too often, IT people will try to intimidate non-technical people with their technical acumen, knowing that most people won't question or challenge them. Don't be afraid to ask, "Why?" And then ask, "Why?" again. Or say, "Help me understand." IT people put their pants on one leg at a time.

Essential business philosophy: We have to try to do the right thing every time. Invariably, sometimes we won't. When that happens, we need to be able to make the appropriate adjustments quickly.

Best way to keep competitive edge: Find the best people, hire them, motivate them, provide them with the right training and tools, provide them with a vision and get out of their way.

Yardstick of success: Customers who keep coming back.

Most respected competitor: As a large integrator, we have many competitors who do many things very well. The IT industry is a tangled web where customers are suppliers and competitors in different market niches. Some companies that I admire include GE, Dell, Oracle, DALCO and IBM. I do not necessarily like some of the personalities that are associated with these organizations, but their track records are pretty darn good.

Word that best describes you: Depends on whom you talk to - "husband," "father," "son," "tenacious" or "persistent."

Goal yet to be achieved: I am slowly working on writing a book, and I am looking forward to playing golf at Augusta National one of these days.

Best decision: Marrying my wife.

Worst decision: About 10 years ago, I was asked to testify in favor of a large railroad merger. At the time, both organizations' service levels were less than optimal. I felt they would be able to leverage assets and infrastructure and improve service levels. I was wrong. I still find it hard to believe how badly and how quickly service deteriorated. Eventually, they were able to rebound, but for those of you who were adversely affected by rail gridlock in the Southwest and the Gulf Coast, I'm sorry.

Toughest decision: Taking my first transfer and moving away from family.

Like best about job: Interacting with customers, learning about their business challenges and issues, and then crafting and implementing solutions to help them accomplish their business goals.

Like least about job: Paper work, especially expense reports!

Professional pet peeve: When people don't return phone calls in a timely manner.

Most important lesson learned: Do something. Business is moving at a frantic pace. We will never have perfect information; with the information at hand, we need to make the best possible decision. If it turns out to be wrong, let's make another decision - quickly. As long as we are learning, we will make progress.

Who is your mentor and why? I really have two, Richard Renaud and Tom Wentz. Renaud was my fifth-grade teacher. He was the first teacher who challenged me. Wentz owns a consulting company in Columbus, Ohio. He helped me see that the world was changing and I'd better update my tool kit or that I would end up on the sidelines. He was right.