Developing strategies and approaches to change this culture is key to moving our organizations to a Service Management model. It all starts with taking the time to plan, analyze and implement processes. Not easy but the end results are far more effective than ad hoc solutions created in a time of crisis. We don’t need another Hero!
Career Path for Client Services Roles There are four job descriptions in the client services career path for our IT department. The entry level position is Student Worker. This role supports the staff on the IT Service Desk and allows us to extend our hours of service to the University. The next level is Client… Read more »
There are two job descriptions in the project management career path for our IT department.
Career Path for Administration Roles There are two job descriptions in the administrative career path for our IT department. The entry level position is Administrative Assistant. This role supports the Director of Information Technology with basic administrative functions. The next and final level is Technical Services Coordinator. This role continues to provide all the basic… Read more »
Dr W. Edwards Deming’s work on quality control provided guidance for management and team development. We reviewed Dr W. Edwards Deming’s work on quality control in Japan in one of my project management courses. Deming is best known for his focus on quality and improvement. Many of us are familiar with Deming’s Cycle for Improvement: (PDCA)… Read more »
This post describes our journey to building standardized IT career paths. When I joined the American University of Sharjah in September 2012, I booked one to one meetings with all my staff. One of the predominant themes from our talks was the lack of clarity on what their respective career paths looked like. In… Read more »
What does Excellent look like? I have been doing performance appraisals over the past few weeks for my IT team at the American University of Sharjah. In the past, there was no guidance or standards for how to evaluate our team members’ performance consistently. Previous appraisals were done more to make people feel… Read more »
I got a great question from Bill Cooke about my Technology Governance in a Simple Model post. He brought up questions about how a CIO supports innovation and opportunistic activities. Here is my response to Bill: Bill, Thanks for taking time to read my post and to provide your feedback. You make a good point… Read more »
Here is a compilation of some quotes on leadership that I like. It is far from being extensive … enjoy! “Real leaders know the difference between leading and commanding. Leading results in people wanting to follow your commands. Commanding results in people having to follow your leadership. Which of those two are most likely to… Read more »
I introduced an approach to project portfolio managment (PPM) to my IT team at the American University of Sharjah. After 9 months here, I have a real sense that we were doing too many projects for the resources that we had available. The result of trying to do too much was that our planning… Read more »