Quality Management System Retreat December 11-12, 2001 South Shore
Harbor Developed and Facilitated by Ron Asbury
Leaders’ Responsibilities in Improvement Efforts — (Five Strategies of
Leadership)
In your own words, what does this strategy mean?
Give a specific example of someone you interact with in this
organization using this strategy.
Explain why this strategy is important to the Information Technology
Division.
What might happen if individuals don’t apply this strategy?
State at least one personal benefit you can gain from applying this
strategy.
Team #1
— Manage
cross-functional business processes
Need to learn to work together as a group. Share ownership and have a
higher level of internal interaction. SLA’s. E-mail services.
ITAC. All of us utilize their services. Network Planning and Design
Group works closely with Sam Longoria to do upgrades, then he needs support
from TSS.
Scope and complexity of the service are way beyond one group.
Service breaks down.
Raises awareness, budget situations and disconnects can be
avoided.
Team #2
— Involve people
People are the organization and they shape the future and must be
involved.
No IT service is delivered without the individual or collective effort
of the people in IT.
Silos form; morale diminishes; quality goes down; lose the benefit of
the individual’s knowledge.
Improves a positive working environment; creates a successful
organization.
Team #3
— Manage relationships
To take an open respectful, honest goal directed, active approach
towards dealing with people.
Each department’s business entity works with their unit’s technical
teams to get help.
Success is dependant on people; relationships are about people.
Communication; breakdown; sub-optimization; chaos-lack of achieving
goals.
Reduce stress; increase harmony, meet goals efficiently and
effectively.
Team #4
— Know your customers
What are their needs/wants/expectations; basis for relationship; guide —
advise
PeopleSoft — interacting with Administration/Finance — Staff- Human
Resources — Academic Support
Why we exist — linked directly to mission/goals of UH
Failure to provide core mission (line of sight) — service
affecting/dissatisfied customers/crisis/chaos — loss of business; would
negatively impact enterprise i.e. Allison
Self satisfaction/achievement of personal/professional goals —
network/infrastructure
Team #5
— Link present to future
You can’t know where you’re going if you don’t know where you are.
Process of upgrading classroom technology involved an assessment of
current resources, including classroom technology, wiring and equipment.
Budget availability and staff skills and training availability were also
considered. A plan for classroom upgrades was formulated and funds
requested, vendors selected and staff and end users were trained. As the
rollout of the project continues, assessment is on-going so existing
technology can be compared with end user needs. Plans for future upgrades
are based on the same criteria of existing resources, including budgets,
staffing, training and infrastructure.
This strategy is important to IT because technology changes every 3
years, making on-going upgrades the norm.
Failure to appropriately link present to future in IT will result in
inconsistent technology use, inappropriate upgrades, and eventual
obsolescence.
A key benefit to correctly linking present to the future is improved
customer service through a better understanding of how to provide technology
resources.
