1 / 7

April 15, 2011 | Friday | 10-11am | 1414 Mass Ave 561

IT Services Transition Client Services WG Meeting. April 15, 2011 | Friday | 10-11am | 1414 Mass Ave 561. Steering Committee Feedback General Program Status Update Process Design Updated Timeline Template Review Process List Next Steps. Agenda.

hyman
Download Presentation

April 15, 2011 | Friday | 10-11am | 1414 Mass Ave 561

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. IT Services TransitionClient Services WG Meeting April 15, 2011 | Friday | 10-11am | 1414 Mass Ave 561

  2. Steering Committee Feedback General Program Status Update Process Design Updated Timeline Template Review Process List Next Steps Agenda

  3. Steering Committee Feedback MB: “As a low tech individual it was great to see your approach to assisting customers and the single point of contact you all reinforced throughout the conversation.  The opportunity to leverage various administrative efforts going on across the organizations (ex. LEADS training portal, new staff orientation and on-boarding efforts) with elements of your service offerings will greatly benefit all customers/constituents.” “Well done team!” “Music to my ears” LK: “Your innovative thinking and commitment to making a difference for users were strongly evident…and your enthusiasm is contagious!” Great job on “unburdening the customer” AM: “This makes it easier” (in reference to the entire catalog from CS)  You really got the concept of having new models to deliver service.

  4. Town Halls Agenda: Leadership Visions; Staff Transition Process; Guidance for Upcoming Staff Survey (now to be launched during the week after the Town Halls) 4/18 Monday: Town Hall 1 of 2, 3-4:30pm @ 24 Oxford St. 4/22 Friday: Town Hall 2 of 2, 9-10:30am @ HBS Spangler Hall 4/25-4/29 Skills Survey General Program Status Update

  5. Timeline slightly extended Work on documenting existing processes until about 4/27, everything is pushed by about 4 days Process Design Narratives (.doc) (See separate doc) Avoid a blow-by-blow laundry list of detailed tasks Stay at the higher level activity level Elegance should prevail - if folks craft the activity just right using the right verbs and such, that activity will capture the perfect level of detail and will imply other natural sub-activities, but avoid going into unnecessary detail… Teams should stay focused on the goal of capturing the current state – why are we even doing this? Not so much to design the “perfect” future state, but to… Increase everyone’s understanding of how things are done today… So that we can prepare and execute the critical change management activities around ‘socialization,’ training, communications needed for what is changing on our ‘Day 1’ Process Design

  6. Current Process List (Not complete)

  7. Today Small sub-team will complete several sample process documents Change Management: Patch Updates/Software Releases Service Request: Get a Computer Next Week Additional work will be completed on sample processes above Review with Program Management on 4/19 then distributed to entire Client Service group as reference draft Team leads to assist in identifying key processes to document and assign to individuals for working sessions Notes on Working Sessions Plan on completing the documentation in the working session with an assigned note taker / facilitator Katie & Jason available to assist As time allows, consider reviewing existing documentation where available and populating in advance of session instead of starting from scratch Next Steps

More Related