ITServices Organizational Effectiveness Program

1
ITServicesOrganizational EffectivenessProgram

• Update for e-Strategy Advisory Council
• March 25, 2004

2
Factors Influencing Effectiveness

• Leadership and management
• Organization structure
• Shared purpose
• Roles and responsibilities
• Accountability

• Communication
• Internal processes and tools
• Decision making
• Priority setting
• Project management

Not all factors are equal - there are
cause/effect relationships
3
Relative Importance of Organization Structure

• New organization structure is dictated by what
  ITServices does
• Not simply a modification of status quo
• Fewer management positions in new structure
• Structure enables other change initiatives
• Shared sense of purpose
• Accountability
• Speedy decision making
• Clear and timely communication
• Clear roles and responsibilities
• Priority setting
• Internal tools and processes

4
Consultation Four Key Messages

• Leadership that is aligned with e-Strategyand
  reflects UBCs many communities
• Deliver high-quality projects, services, and
  products
• Provide flexible, reliable, highly-scalable
  operations
• Make it easy for people to get IT support

e-StrategyPartnering Planning
Projects
Operations
Support
5
Provider to community with product
focus Customer of Operations
Provider to community withfaculty/unit
focus Customer of Operations
Identify address community needs
Support
e-StrategyPartnering Planning
Quality Assurance Change Control Reliable Sustaina
ble Efficient
UBCCommunity
Prioritized listof programsand projects
Projects
Operations
Quality Assurance
Provider to OperationsCustomer of e-Strategy PP
Provider to Support Customer of Projects
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Projects
Operations
Support
e-StrategyPartnering Planning
Richard Spencer
Susanne Hille
Vic Johnston
Richard Spencer
PartneringServices
Project Management
Connectivity Infrastructure
IT SupportCentre
Systems Infrastructure
Communications

• Analysis
• Design
• Development
• Implementation
• QA
• UI

e-StrategyPlanning
Applications DB Support
e-Community Services
Operations
IT Security
e-Learning Services
Telestudios
ConnectivityServices
Finance Performance
imPress
7
ITServices Mission

• We enable UBC students, faculty, and staff to
  excel by
• - providing outstanding technology leadership and
  customer service,
• - building collaborative relationships with our
  communities, and
• - ensuring delivery of highly effective systems
  and services on a secure and reliable IT
  infrastructure.

8
Change is a Process
PresentState
TransitionState
DesiredState
PAIN
REMEDY
PAIN
REMEDY
9
Responding to Change
Creative neutrality or openness
Denial
Enthusiasm
Anxiety
Trust
Excitement
Shock
Relief /Anxiety
Confusion
Hopeful/ Skeptical
Anger
Impatience
Fear
Acceptance
Frustration
Creativity
Confusion
High Stress
Undirected Energy