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Steve Willems Vice President IT Solutions Group – Be The Match Adjunct Program Instructor. Five Principles of World Class IT. Recruit, train, and retain World Class IT employees. Build and maintain a robust infrastructure. Manage projects and portfolios effectively.

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steve willems vice president it solutions group be the match adjunct program instructor
Steve Willems

Vice President IT Solutions Group – Be The Match

Adjunct Program Instructor

five principles of world class it
Five Principles of World Class IT
  • Recruit, train, and retain World Class IT employees.
  • Build and maintain a robust infrastructure.
  • Manage projects and portfolios effectively.
  • Ensure partnerships within the IT department and with the business.
  • Develop collaborative relationships with external partners.
five principles of world class it1
Five Principles of World Class IT
  • Recruit, train, and retain World Class IT employees.
    • Inventory Existing Skills
      • What technical skills do you have?
      • What non-technical skills are needed? (page 20)
five principles of world class it2
Five Principles of World Class IT
  • Recruit, train, and retain World Class IT employees.
    • Plan Your Workforce
      • What technical skills do you need now and in the future?
      • How will you solve the gap?
five principles of world class it3
Five Principles of World Class IT
  • Recruit, train, and retain World Class IT employees.
    • Clarify Titles, Roles and Responsibilities
      • What are the differences between levels?
      • What is my career path?
five principles of world class it4
Five Principles of World Class IT
  • Recruit, train, and retain World Class IT employees.
    • Evaluate Meaningfully
      • What are your goals currently and in one, three and five years?
      • What are your greatest strengths?
      • What are your greatest weaknesses?
      • What skills do you hope to acquire?
five principles of world class it5
Five Principles of World Class IT
  • Recruit, train, and retain World Class IT employees.
    • Recognize and Compensate High Performance
      • Salary
      • Bonus payment
      • Recognition in front of peers
      • Increased responsibility
      • Assignment of company-critical tasks
      • Motivation Survey
five principles of world class it6
Five Principles of World Class IT
  • Recruit, train, and retain World Class IT employees.

Please rank the following from 1 to 10, in the order of importance to you. One being most important

___ Clear, Positive Communications

___ Development Opportunities

___ Rewards and Recognition

___ Positive Co-Worker Relations

___ Fair Treatment

___ Effective Management

___ Challenging Work

___ Flexible Work-Family Policies

___ Job Security

___ A Voice in the Job Process

five principles of world class it7
Five Principles of World Class IT
  • Recruit, train, and retain World Class IT employees.
    • Help Plan Employee Careers
      • Technical / Management Career Tracks
      • Mentor / Coaching Opportunities
five principles of world class it8
Five Principles of World Class IT
  • Recruit, train, and retain World Class IT employees.
    • Assess IT Culture
      • …the set of beliefs, values, and norms, together with symbols that represents the unique character of an organization, and provides the context for action in it and by it.
      • Read it AND See it
five principles of world class it9
Five Principles of World Class IT
  • Recruit, train, and retain World Class IT employees.
    • Train
      • Provide marketable skills
five principles of world class it10
Five Principles of World Class IT
  • Recruit, train, and retain World Class IT employees.
    • Retain the People You Want
      • GE – Top 20%, High-Performing 70%, Bottom 10%
      • Nine Box
      • What’s the consequence of not dealing with low performers?
five principles of world class it11
Five Principles of World Class IT
  • Recruit, train, and retain World Class IT employees.
    • Recruit the People You Need
      • New skills
      • New experiences
      • New ideas
five principles of world class it12
Five Principles of World Class IT
  • Recruit, train, and retain World Class IT employees.
    • Connecting IT’s People Work with Its Greater Company Role
      • Partnership with HR
      • Line of Sight
five principles of world class it13
Five Principles of World Class IT
  • Build and Maintain a Robust IT Infrastructure
    • Create an Infrastructure Roadmap
five principles of world class it14
Five Principles of World Class IT
  • Build and Maintain a Robust IT Infrastructure
    • Maximize Systems’ Up-Time
      • What gets measured improves
      • False perceptions might actually exist
      • Information Technology Infrastructure Library (ITIL)
        • Find the root cause
        • No repeat “problems”
five principles of world class it15
Five Principles of World Class IT
  • Build and Maintain a Robust IT Infrastructure
    • Maintain Your Infrastructure
      • Age, Availability of Supporting Skills, Reliability, Alternatives, Interdependency, Cost to Replace, Risk to Keep, Timeline to Replace
five principles of world class it16
Five Principles of World Class IT
  • Build and Maintain a Robust IT Infrastructure
    • Plan Infrastructure Retirement
      • Life Cycle Management
five principles of world class it17
Five Principles of World Class IT
  • Build and Maintain a Robust IT Infrastructure
    • Security
      • Threats – Natural disaster, Network Attacks, Viruses, MalWare, Fraud, Competitor espionage, Portability of data
      • Numerous Mandates – SAS70, SOX, PCI, HIPAA, HITECH
five principles of world class it18
Five Principles of World Class IT
  • Build and Maintain a Robust IT Infrastructure
    • Development and Test Disaster Recovery and Business Continuity Plans
      • RPO / RTO
      • Critical Systems
      • Critical Processes
      • Communication
five principles of world class it19
Five Principles of World Class IT
  • Build and Maintain a Robust IT Infrastructure
    • Improve Your Service Desk
      • The Face of IT
      • Proper tiering/triage of requests
      • Categorize Requests
      • Service Level Agreements
      • Use Metrics to “fix” perception
      • Allow Self-Help
five principles of world class it20
Five Principles of World Class IT
  • Manage Projects and Portfolios Effectively
    • Generate Ideas
      • Not only senior managers have ideas
      • Ideas aren’t thought of once a year
five principles of world class it21
Five Principles of World Class IT
  • Manage Projects and Portfolios Effectively
    • Prioritize
      • Strategic Fit
      • Cost benefit analysis
      • Project interdependency
      • Qualitative benefit versus qualitative change (benefit the customer versus the company)
      • Risk analysis
five principles of world class it22
Five Principles of World Class IT
  • Manage Projects and Portfolios Effectively
    • Budget
      • Top down
      • First to the Trough
      • Emerging projects year round
five principles of world class it23
Five Principles of World Class IT
  • Manage Projects and Portfolios Effectively
    • Manage Portfolios
      • PMO
      • Dashboards
      • Status Meetings
      • Stage Gate
five principles of world class it24
Five Principles of World Class IT
  • Manage Projects and Portfolios Effectively
    • Manage and Execute Projects
      • Methodology Toolkit
        • Small
        • Medium
        • Large
five principles of world class it25
Five Principles of World Class IT
  • Manage Projects and Portfolios Effectively
    • Ensure Quality
      • Formalized test plans
      • Clearly defined processes and gates
      • Involve QA early
      • Document requirements
      • Developers should not test their code
      • Testing takes time – don’t squeeze it
      • Track defects
five principles of world class it26
Five Principles of World Class IT
  • Manage Projects and Portfolios Effectively
    • Review and Report Performance
      • Milestone and Time driven
      • Have proposed benefits been realized?
five principles of world class it27
Five Principles of World Class IT
  • Manage Projects and Portfolios Effectively
    • Analyze After the Project is Done
      • Post project analysis
      • Lessons learned
five principles of world class it28
Five Principles of World Class IT
  • Ensure Partnerships within the IT Department and with the Business
    • What about Finance Alignment?
    • Communicate Well with the Business (at every level)
five principles of world class it29
Five Principles of World Class IT
  • Ensure Partnerships within the IT Department and with the Business
    • Align IT with the Business’s Strategy
    • Line of Sight
five principles of world class it30
Five Principles of World Class IT
  • Ensure Partnerships within the IT Department and with the Business
    • Innovate
      • Strategic innovation is likely to be driven by the business BUT innovative solutions should be the domain of the IT department
five principles of world class it31
Five Principles of World Class IT
  • Ensure Partnerships within the IT Department and with the Business
    • Create an IT Strategy
    • Planning Drivers
five principles of world class it32
Five Principles of World Class IT
  • Develop a Collaborative Relationship with External Partners
    • Consider Outsourcing
      • Application Development / Maintenance
      • Website or e-commerce systems
      • Disaster recovery services
      • Data center operations
      • Data / Voice network operations
      • Database administration
      • Help desk
      • IT security
      • Desktop Support
five principles of world class it33
Five Principles of World Class IT
  • Develop a Collaborative Relationship with External Partners
    • Consider Not Outsourcing
      • Business analysis
      • Enterprise architecture
      • Project management
      • Portfolio management
      • Release management
      • Vendor management
five principles of world class it34
Five Principles of World Class IT
  • Develop a Collaborative Relationship with External Partners
    • Segment Vendors – (Not just to Outsource)
      • Relationships lead to trust, trust leads to sales
    • Manage Vendors
      • Make it a win/win
five principles of world class it35
Five Principles of World Class IT
  • Recruit, train, and retain World Class IT employees.
  • Build and maintain a robust infrastructure.
  • Manage projects and portfolios effectively.
  • Ensure partnerships within the IT department and with the business.
  • Develop collaborative relationships with external partners.
information technology strategic plan
Information Technology Strategic Plan

Leadership

Management

Administrative

information technology strategic plan1
Information Technology Strategic Plan
  • Excellent leaders create excellent organizations. They understand that people will meet the expectations of their leader – low or high. These leaders provide a vision that excites the team to action and gives them clear objectives.
information technology strategic plan2
Information Technology Strategic Plan
  • Excellent leaders minimally manage and they don’t administer at all! Leaders know that if they assume a management role rather than an executive role then the people who work for them will expect to be managed, and they will act as if they should be managed.
leadership is the key
Leadership is the Key

Leadership

Management

Administration

leadership is key
Leadership is Key
  • Learn the value and art of delegation and the necessity to step away from work in order to be an effective manager
  • Delegate to the limit of your own guilt and everyone else’s pain
  • At senior levels it is necessary to lead through influence, not authority
the leadership compass
The Leadership Compass
  • North – Managing Your Boss
    • Become “Right-Hand”
the leadership compass1
The Leadership Compass
  • East – Your Peers
    • Maximize the number of allies
    • Convert as many neutral to allies as possible
    • Convert as many opponents to neutrals as possible
    • Avoid turning any opponents into enemies
the leadership compass2
The Leadership Compass
  • West – Your Service Recipients
    • IT Needs a Human Face
the leadership compass3
The Leadership Compass
  • South – Your Staff (those looking North)
developing the strategic vision
Developing the Strategic Vision
  • The business vision is the Independent Variable developed by the business leaders
  • The technical vision depends on:
    • The general direction of the technology industry
    • The relationship of technology elements across the industry
    • The selection of technology elements that support and enhance the business visions
you should always remember
You Should Always Remember
  • The Technical Infrastructure Exists Solely to Support the Business Infrastructure Because

Technology Without Business Application Has No Value!

the strategic target moves
The Strategic Target Moves
  • Business Vision Changes
  • Leadership Changes
  • The Market Changes
  • The Economy Changes
  • Technology Changes
  • Culture Evolves
  • Disasters Happen
  • Breakthroughs Happen
it is necessary
It is Necessary…
  • The technology people inside the organization work to understand the detailed business needs of the various divisions and establish close relationships with them
points to remember
Points to Remember
  • You have to earn your way to the strategy table, and the way to do it has nothing to do with either brilliance or alignment. I has to do with achieving competence.
it must
IT Must
  • Complete projects on time, within budget, and with all deliverables intact
  • Keep the servers and networks up with reasonable levels of performance
  • Solve the problems average end-users have without undue delay
strategic alignment
Strategic Alignment
  • Strategic alignment without competence delivers nothing because zero times anything is still zero
    • No Actual Value
    • Projects Never Finish
strategic alignment1
Strategic Alignment
  • Competence without alignment
    • Delivers Something
management leadership
Management - Leadership
  • Management
    • Competence
    • Doing things right
management leadership1
Management - Leadership
  • Management
    • Competence
    • Doing things right
  • Leadership
    • Strategy
    • Doing the right things
the leadership imperative
The Leadership Imperative

91% - “Leadership is critical for my company’s growth”

75% - “Keeping high performers is our number one challenge”

45% - “Leadership development is a priority at my company”

8% - “The leadership at my company is excellent”

Csoka (1997), Nirenberg (2001),

Towers Terrin (2002)

the leadership imperative1
The Leadership Imperative

91% - “Leadership is critical for my company’s growth”

This “Leadership Gap” has led to the war on talent and the increased focus on developing and retaining top performers.

8% - “The leadership at my company is excellent”

Csoka (1997), Nirenberg (2001),

Towers Terrin (2002)

talent management challenges
Talent Management Challenges

Top Five Challenges

Keeping boomers in the workforce longer

Managing intergenerational work teams

Embracing workforce cultural, gender, ethnic and racial diversity

Prudently importing workers and exporting work

Managing more non-employee workers

The 21st Century at Work: Forces Shaping the Future Workforce and Workplace in the US (Rand Corporation)

concrete tasks of leadership
Concrete Tasks of Leadership
  • Envisioning the Future
  • Delegating
  • Making Decisions
  • Staffing
  • There’s little more ridiculous than a leader shouting, “Follow me!” and when the troops ask, “Where to?” the leader responds, “I don’t know!”
envisioning the future
Envisioning the Future
  • Change Agent
  • Thinking Three Years Ahead
  • Where are you going?
  • Budget and Resources determine how long it takes
concrete tasks of leadership1
Concrete Tasks of Leadership
  • Envisioning the Future
  • Delegating
  • Making Decisions
  • Staffing
  • Leaders delegate. The best leaders delegate goals rather than tasks or activities.
two options exist
Two Options Exist
  • Tell People What to Do
  • Tell People to Accomplish Something
leadership delegation
Leadership Delegation
  • Leaders delegate strategic goals, and in doing so make the future happen
  • Followership
concrete tasks of leadership2
Concrete Tasks of Leadership
  • Envisioning the Future
  • Delegating
  • Making Decisions
  • Staffing
  • Decisions commit or deny time, money, and staff. Everything else is just talking about it.
decisions
Decisions
  • Decision Making Processes
    • Authoritarianism
    • Consensus
    • Consultation
    • Delegation
    • Democracy
concrete tasks of leadership3
Concrete Tasks of Leadership
  • Envisioning the Future
  • Delegating
  • Making Decisions
  • Staffing
  • Hire people, not resumes.
without trust it is useless
Without Trust, IT is Useless
  • If you’re not in Information Technology, do you trust the people in the IT department with whom you work?
  • If you’re in IT, do you trust the business people with whom you work on a day-to-day basis?
metrics
Metrics
  • Words used to describe established measures that determine how well an organization is meeting its members’ needs as well as other operational and financial performance expectations. These are usually numeric values of quantitative and qualitative data.
purpose of metrics
Purpose of Metrics
  • The purpose of metrics is to take action – to assist in decision making. All types of analysis and reporting have the same overarching goal: To provide information to people who will act on that information and thereby benefit.
purpose of metrics1
Purpose of Metrics
  • Metrics are data turned into information; information turns into knowledge when used correctly.
  • Metrics offer a means to describe an activity in a quantitative form that allow a person to make rational decisions.
truths about metrics
Truths about Metrics
  • What gets measured is what gets done
  • Metrics drive both good and bad behavior
  • Failure to align with the creation of value can lead the organization astray – vs. measuring functional outputs
  • Metrics do not get better with age – they must be updated/re-validated/changed
truths about metrics1
Truths about Metrics
  • The real purpose of metrics is improved decision making
  • Effective metrics do not measure people – they measure business process or team outputs
  • Good metrics optimize the performance of the entire organization
fallacies about metrics
Fallacies about Metrics
  • Measuring the right things wrong
  • Measuring the wrong things
  • Not measuring important things
  • Measuring employees
metrics1
Metrics
  • “When performance is measured, performance improves. When performance is measured and reported back, the rate of improvement accelerates.” – Thomas S. Monson

(Favorite Quotations from the Collection of Thomas S. Monson. Deseret Books, 1985)