crm prep workshop part 1 management principles and the records and information (rim) program
TRANSCRIPT
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CRM PREP WORKSHOPPart 1
Management Principles and the Records and Information (RIM)
Program
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Management Functions
Planning, Organizing, Directing, Controlling.Apply these management principles to the RIM
program:
• Ensure retention of needed records for appropriate time periods.
• Control records.• Improve client responsiveness.• Reduce vulnerability or loss of records, particularly vital
records.• Ensure legal compliance—reduce legal exposure.
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RIM Management Functions
Emphasize the life-cycle concept of records to staff.
• Establish records management policies and procedures.
• Emphasize underlying concepts.– The organization as owner of its records.– Records as an asset, not overhead.– Records management as a facet of asset
management.
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RIM Management Functions
The planning, organizing, directing and controlling of the records of an organization.
• The identification, classification and retrieval, storage and protection, receipt and transmission, retention, disposal and/or preservation of the records.
• The systems, policies, procedures, operations, space, equipment and staff required to administer the records.
• The related coordination with IT and training of both users and providers of records management services.
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RIM Management Functions
• Interpreting organizational mission and values.• Understanding corporate culture.
– Influence of corporate culture on the individual and RIM program.
– Blending RIM program with corporate culture.
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Management Theories,Concepts and Techniques
Review classical and modern management theories and concepts:
• Maslow * Outsourcing• Hertzberg * Team Building• McGregor (X & Y) * Re-engineering• Total Quality Management (TQM) * Rightsizing• Management by Objective (MBO) * Ouchy (Z)• Quality Circles * Knowledge Management• Drucker * Deming• Downsizing * Scientific Management• Path/Goal theory * Contingency
Management
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The Decision-Making Process
Review the steps in the decision-making process. Be able to apply this process to a RIM program.
1. Identify the problem.2. Develop the alternatives.3. Evaluate the alternatives.4. Select an alternative.5. Implement and refine the chosen alternative.6. Evaluate the results and follow-up.
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The Decision-Making Process
Review decision-making options and identify the advantages of each option:
• Brainstorming• Delphi technique• Feasibility study• Non-programmed, routine and programmed
decisions• Committee• Feedback
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Organizational Goals and Objectives
Organizational Structure:
• Strategic plans * Horizontal and vertical• Mission statements organization• Span of control * Matrix, network, informal,
team structure• Organization charts• Functional-level, decision-level, top-level, organizational-
level and mid-level managers• Difference between goals and objectives• Flat structures
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Human Resources/Staffing
The overall principles of recruiting, managing, training and promoting RIM personnel.
Recruitment:
• Halo effect * Worker skills• Nepotism * Diversity – age, race,• Mentoring gender, etc• Simulation * Coaching• Selection criterion * Orientation
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Training and Development
Performance Evaluation:• On-the-job training * Employee appraisal• Job enrichment * Goal setting• Mentoring * Rewards• Simulation * Upward evaluation• Role playing * Job evaluation• Remedial training * Test reliability and • Productivity validity• Programmed instruction
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Job Descriptions
Employee and Labor Relations:
• Writing job descriptions * Flextime• Job specifications * Job sharing• Job criteria * Mediator• Cafeteria benefits * Employee • Turnover rate assistance
program• Grapevine (EAP)
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Temporary Personnel
Consultants - Outsourcing - Workplace Diversity:
• Temporary workers * In-house consultants• Part-time workers * Worker diversity• Contingent workers• Outsourced employees• External consultants
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Financial Considerations in a RIM Program
Estimating Resources – Program Budgeting:
• Operating budget• Discretionary• Committed, dedicated, avoidable• Revenue budget• Zero-based• Top-down
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Cost Analysis, Cost Justification and Proposal
Writing
Return on investment (ROI)• Internal rate of return• Overhead costs• Benchmarking• Opportunity costs• Forecasting• Cost-benefit analysis• Break-even analysis• Risk analysis
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Forecasting and Benchmarking
Request for Proposal (RFP)• Request for Quotation (RFQ)• Bid Evaluation Process• Feasibility Studies
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Development of a RIM Program
Definitions and Objectives - The Life-Cycle Concept:
Types of Documents – reference, transitory, administrative, retention and transaction.
• Types of Records – temporary, archival, permanent long-term.
• Information Systems Development – preliminary problem definition, conceptual and detailed design.
• Steps in Life Cycle – creation, distribution, retention, retrieval, protection, disposition.
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The Evolution of RIM
Collaboration:
Government archives influence on RIM• Manual systems to electronic systems• Changes in employee skill requirements• Working with IT professionals• Globalization• Group problem-solving techniques
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Planning a RIM Program
Scope and Policy - Formulating a Strategy:
Feasibility study• RIM Scope of influence• Defining RIM program• Work simplification study• Disaster recovery/contingency planning• SWOT analysis
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Integrated Systems Approach
Role of RIM Manager and Staff - Management Support and Program Marketing - Mergers, Acquisitions, Divestitures, and Joint Ventures:
• Open systems * Strategic alliances• Subsystems * IT collaboration• Decision-support systems * Addressing
customer• Top management backing needs• Planning for change• Global considerations
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Organizing a RIM Program
Determining Functions - Assigning Responsibilities and Authorities:
• Span of control * Functional organizational
• Scalar principle structure• Chain of command * Hierarchy of authority• Job rotation, job sharing * Resource allocation• Job specialization, job design• Job enlargement, job enhancement
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Question #6
The responsibilities of a manager in an organi-zation’s chain of command is specified by the:
a. organizational matrix.
b. board of directors.
c. top-level managers.
d. span of control.
e. hierarchy of authority.
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Answer:
The responsibilities of a manager in an organi-zation’s chain of command is specified by the:
a. organizational matrix.
b. board of directors.
c. top-level managers.
d. span of control.
e. hierarchy of authority.
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Directing and Controlling a RIM Program
Setting Goals and Determining Objectives - Work Measurement:
• PERT charts * Quantity and quality • Gantt charts control• Critical path method (CPM) * Turnaround time• Retrieval efficiency ratio * Synergy• Time and motion studies * Validity, reliability• Work sampling• Routine, demand, exception reports
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Reports and Follow-up
Evaluation of Program/Audits:Systems follow-up• Project status reports• Exception reports• Compare plans with results• Determine effectiveness• Monitor and evaluate program
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Implementing a RIM Program
Marketing RIM - Setting Standards and Guidelines - Developing RIM Manuals:
• Selling the RIM program• Develop RIM manuals coordinated with
organizational, policy, operating and administrative procedures manuals
• ISO standards
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Implementing Policies and Procedures
Training and Orientation - Providing Technical Assistance and Support:
• Conversion methods (parallel, pilot, phased)• On-the-job training• Cross-training• Mentoring, motivation• Vertical training• Affiliation
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Legal Considerations of a RIM Program
Legislative and Regulatory:
• Legal responsibility• Arbitrator * Security issues• Ombudsman * Right to
privacy/confidentiality• Statute of limitations * Research value• Tax liabilities, legal requirements• Provenance principles
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Intellectual Property, Contract and Agreements
• Patents * Alliances• Copyrights * Statute of Limitations• Trademarks * Global considerations• Trade secrets * Piracy• Licenses• Logos• Emblems
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Ethical Responsibilities
Concept of Professionalism – ICRM Code of Ethics – Social Responsibilities:
• Value systems• Corporate culture• Code of ethics – individual and professional• Corporate watchdogs• Whistleblowers• Management leadership
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Global Concerns of a RIM Program
Standards and Models:
• Infrastructure• Social structure• Financial structure• Government structure• ISO standards• ANSI standards
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Multi-National Issues
• Licenses * Global strategies• Franchises * Cartels• Trade permits * Quotas• Tariffs * Price controls• Reciprocity * Boycotts• Subsidies• Bribes
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Security Challenges
• Domestic instability * Confidentiality• Political instability * Ownership
access• Corruption * Copyrights• Foreign conflict * Piracy• Privacy