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Team Manager Presentation

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by

Matthew Carson

on 4 January 2013

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Transcript of Team Manager Presentation

Team Manager Strategy Presentation Matthew Carson Address challenges in the Shared Desk Group
Identify contributing factors
Identify solutions
Establish a plan of action
Define Milestones
Shared Desk Two Quarter Outlook Objectives Lack of Engagement
Service Inconsistency
Lack of Follow Through
Reactive vs Proactive
Measurements of Performance/Accountability
Lack of servant leadership Challenges YouTube, Facebook, Netflix
Attendance at GGOB
Willingness to volunteer : OT/ Additional Duties
Participation in Environmental and
System Improvements (RHES, Moodle, ect)
Longevity Lack of Engagement Inconsistent service delivery
Time of day
Call to call
Tech to tech
Customer to Customer
To much of a Can’t Attitude Service Inconsistency Inconsistent message from leadership
Processes not making it past the “Finishing-Line”
“Half-assery” Lack of Follow Through Problems generate action
Lack of information to partners
Lack of Information to technicians
Little to No active management
Flinch reaction to problems
Partner behavior when issue occur Reactive vs Proactive No consistent measurements of Performance/Accountability
Lack of definition
Lack of execution
Little to no accountability of the leadership team to techs
Little to no accountability of the techs to leadership team Measurements of Performance/Accountability Definition of a Servant Leader
Existence of Servant-minded leaders
Development and coaching of servant minded leadership
Inconsistent lack of support from management for servant-based decision Lack of servant leadership Engagement
We have not identified their motivators
Set little to no expectations past “Answer Phones and Emails”
Very little outside above expectation to keep techs engaged
No Career Path/Self Improvement Incentives
Shared Desk leaders lack time to be more engaging
Perception vs Reality
Provide freedom for techs to use their free time as the choose and penalize them for using it
Management making an emotional based assessment without looking at the quantitative data Identify contributing factors Lack of Follow Through
Not following the Rock process
No review
No Formal Planning process
No autopsies for completed/failed process
No archives
Leadership Availability Identify contributing factors Identify contributing factors Service Inconsistency No Standard Service DefinitionNo Service MetricsNo standardization of processesNo Playbook .Moving Target Lack of Follow Through
Not following the Rock process
No review
No Formal Planning process
No autopsies for completed/failed process
No archives
Leadership Availability Reactive vs Proactive Problems generate action
Lack of information to partners
Lack of Information to technicians
Little to No active management
Flinch reaction to problems
Partner behavior when issue occur Measurements of Performance/Accountability No consistent measurements of Performance/Accountability
Lack of definition
Lack of execution
Little to no accountability of the leadership team to techs
Little to no accountability of the techs to leadership team Lack of Servant Leadership Definition of a Servant Leader
Existence of Servant-minded leaders
Development and coaching of servant minded leadership
Inconsistent lack of support from management for servant-based decision No Standard Service DefinitionNo Service MetricsNo standardization of processesNo Playbook .Moving Target Lack of Servant Leadership
Full transcript