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© 2016 Marval Software Limited www.marval.co.uk E:[email protected]
Objectives
Understand how business professionals think
Learn how to implement and maintain effective processes and procedures
Gain understanding of the basics of financial management
Review your time management skills
Understand the importance of effective and appropriate delegation
© 2016 Marval Software Limited www.marval.co.uk E:[email protected]
Basic management skills and competencies
© 2016 Marval Software Limited www.marval.co.uk E:[email protected]
8 ‘Cs’ of business thinking
1. Customers
2. Competencies
3. Costs
4. Competition
5. Channels
6. Communications
7. Change
8. Cash
© 2016 Marval Software Limited www.marval.co.uk E:[email protected]
Managing your team as a business Identify and communicate:
Responsibilities
Deliverables
Expectations
Clear, well-written reports
Understanding and completion of business-focused activities
Meeting SLAs and OLAs
Professional development
© 2016 Marval Software Limited www.marval.co.uk E:[email protected]
Consider this
A good outsourcer tells their customers about the
value they provide for the money they require.
They are willing to be evaluated on their ability to
meet predetermined and agreed upon performance
measurements.
Your team/department must be willing and able to
do the same.
© 2016 Marval Software Limited www.marval.co.uk E:[email protected]
Processes and procedures
Processes and procedures define how we are supposed to be doing our work
Documenting and following them will:
Ensure a better-quality, consistent and efficient service
Create a resourceful environment - people are more productive
Build the confidence of support
Build the confidence of customers
© 2016 Marval Software Limited www.marval.co.uk E:[email protected]
Identifying, defining and developing
1. Is the process important for the business
goals?
2. Is there only one person who knows how
to perform a task?
3. Do many people perform a task, but one
way is preferred?
If you can answer “Yes” to any one of these
questions, you need to define your processes
© 2016 Marval Software Limited www.marval.co.uk E:[email protected]
Benefits By identifying, defining and developing
processes and procedures you will: Provide visibility into areas of quality, productivity,
cost and scheduling
Improve communication and understanding
Assist with the planning and execution of plans
Provide information on areas requiring improvement (through lessons learned)
Help facilitate the analysis and/or execution of organisation-wide processes
Provide a sound basis for training and skills assessment
© 2016 Marval Software Limited www.marval.co.uk E:[email protected]
Policy, process and procedure definitions
1. Policy. A set of ideas or a plan of what to do in particular situations that has been agreed officially
2. A process defines “what” needs to be done and which roles are involved
3. A procedure defines “how” to do the task and usually only applies to a single role
© 2016 Marval Software Limited www.marval.co.uk E:[email protected]
Should have…
Every IT Service Management team should have
documented standard processes and procedures to
cover their routine activities.
Every team should also have processes and
procedures to cover abnormal/unusual situations or
events.
© 2016 Marval Software Limited www.marval.co.uk E:[email protected]
Financial management
This requires basic understanding of:
The cost of providing IT services in your
organisation
The alignment and apportionment of IT
services costs to business processes
How your team provides value for money
Your team’s cost in helping the organisation
achieve its objectives
© 2016 Marval Software Limited www.marval.co.uk E:[email protected]
Financial management - the activities
The ABC of financial management
Accounting
Budgeting
Costing/charging
© 2016 Marval Software Limited www.marval.co.uk E:[email protected]
Return on Investment
Return on investment (ROI) is a method
that all businesses use to justify the
investments they are making
One formula for calculating ROI is:
value-cost / cost x 100
© 2016 Marval Software Limited www.marval.co.uk E:[email protected]
Budgeting terminology
These are everyday financial terms used
by all departments
Capital costs
Operating costs
Fixed costs
Variable costs
Direct costs
Indirect costs
© 2016 Marval Software Limited www.marval.co.uk E:[email protected]
Costing and charging
How costs of services are determined
Options available for charging for services
Value and benefits of charging for services
© 2016 Marval Software Limited www.marval.co.uk E:[email protected]
Charging options
Cost – the price we charge is the cost we incur
Cost plus – the cost we incur plus or minus x%
Going rate – the price we charge is comparable
to those of other internal teams or similar
organisations
Market rate – the price we charge matches that
charged by external suppliers
Fixed price – a set price agreed with the
customer for a set period of time
© 2016 Marval Software Limited www.marval.co.uk E:[email protected]
Writing a business case
A business case is a structured proposal
for business improvement that should be a
decision-making aid for your organisation’s
decision-makers
Its purpose is to provide sufficient
information to enable them to reach the
most appropriate decisions
© 2016 Marval Software Limited www.marval.co.uk E:[email protected]
Producing a business case
Identification of tangible benefits of your proposal
Identification of intangible benefits
Identification of quantifiable (tangible) savings over a specified period of time
ROI report - written in business language
Options and recommendations with associated benefits clearly documented
Business presentation to summarise and sell your proposal
© 2016 Marval Software Limited www.marval.co.uk E:[email protected]
Personal time management
You are at your most efficient the day
before you start your annual leave.
If you really want to, you can be this
well-organised every day.
© 2016 Marval Software Limited www.marval.co.uk E:[email protected]
Two questions
1.What would happen if we spent company
money with as little regard and as few
safeguards as we spend company time?
2.When was the last time you formally
reviewed how your time is spent?
© 2016 Marval Software Limited www.marval.co.uk E:[email protected]
The F words
The three F words are
Effective - having a definite or desired effect
Efficient - productive with minimum waste or
effort
Effortless - seemingly without effort; natural,
easy
Personal time management
How you apply these F Words to yourself
and your daily routine
© 2016 Marval Software Limited www.marval.co.uk E:[email protected]
Developing good personal time management
Identify your current habits
Identify your PAY
Identify your timewasters
© 2016 Marval Software Limited www.marval.co.uk E:[email protected]
Typical timewasters
Emails
Phone calls
Not saying ‘no’ enough
Meetings
Procrastination
Changing activity
Inefficient manager
Monitoring staff
Staff training and development
Long-term objectives
Deadlines
Unrealistic deadlines
© 2016 Marval Software Limited www.marval.co.uk E:[email protected]
Solutions
Diarise
Manage expectations
Urgent vs important
Organising your
activities
Prioritising
Validating
Clean and tidy
environment
Delegating
Quiet time
Report writing
Project management
approach
© 2016 Marval Software Limited www.marval.co.uk E:[email protected]
Delegation
One of the most important management skills
Delegation NOT abdication
NOTE: it is not a technique for freeing up your time
© 2016 Marval Software Limited www.marval.co.uk E:[email protected]
Good delegation
Saves time
Develops people
Grooms successors
Motivates people
© 2016 Marval Software Limited www.marval.co.uk E:[email protected]
Poor delegation causes
Frustration
Demotivation
Confusion
And will fail to achieve the
required task or purpose
© 2016 Marval Software Limited www.marval.co.uk E:[email protected]
Indispensable means un-promotable
Effective delegation is crucial for effective
succession
A manager’s key task is ultimately to
develop a successor
© 2016 Marval Software Limited www.marval.co.uk E:[email protected]
How to delegate properly
Delegation by results:
"Can you do...... for me, and get back with...... by half past..... Thank you.”
(Still requires planning, with clear and achievable targets and goals identified)
NOTE: The person delegated to must have the skills required for the task, or access to them
© 2016 Marval Software Limited www.marval.co.uk E:[email protected]
At all costs avoid soft options
e.g.
"as soon as you can"
"there's no great hurry"
"let me know when you have finished"
"do your best"
These do not help the person allocated the
task
© 2016 Marval Software Limited www.marval.co.uk E:[email protected]
Delegation and SMARTER
Any task delegated must be ‘SMARTER’
Specific
Measurable
Agreed
Realistic
Timescaled
Ethical
Recorded
© 2016 Marval Software Limited www.marval.co.uk E:[email protected]
Essential feedback
We need to know –
What customers (and colleagues) need from our team
Customer and colleague perceptions of the services currently received
© 2016 Marval Software Limited www.marval.co.uk E:[email protected]
The 9 steps of successful delegation
1. Define the task
2. Select the individual or team
3. Assess ability and training needs
4. Explain the reasons
5. State required results
6. Consider resources required
7. Agree deadlines
8. Support and communicate
9. Feedback on results
© 2016 Marval Software Limited www.marval.co.uk E:[email protected]
Levels of delegation
1. Instruction only
2. Investigation and analysis only
3. Analysis and decision a shared process
4. Greater freedom on analysis and decision-making
5. Analysis and recommendation – but decision made by boss
6. Trusted to assess the situation and options but boss controls timing
7. The delegated person begins to control the action
8. Delegated person decides and takes action – reports back to boss on outcome
9. Delegated person decides and takes action – not required to check back with boss
10. Delegated person is given strategic responsibility
© 2016 Marval Software Limited www.marval.co.uk E:[email protected]
Summary
Basic management skills and competencies
Definitions of policy, process and procedure
Implementing and maintaining effective processes and procedures
IT Financial management basics; the ABC of financial management; commonly used terminology
Personal time management The Eff words: Effective; Efficient; Effortless
Timewasters and time stealers
Delegation using SMARTER; 9 steps of successful delegation; levels of delegation
© 2016 Marval Software Limited www.marval.co.uk E:[email protected]
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