it’s up to you! [email protected] copyright marilyn mcmillan, 2002. this work is the...

IT’s Up To You!IT’s Up To You!

[email protected]@nyu.eduCopyright Marilyn McMillan, 2002. This work is the intellectual Copyright Marilyn McMillan, 2002. This work is the intellectual

property of the author. Permission is granted for this material to property of the author. Permission is granted for this material to be shared for non-commercial, educational purposes, provided be shared for non-commercial, educational purposes, provided

that this copyright appears on the reproduced materials and that this copyright appears on the reproduced materials and notice is given that the copying is by permission of the author. To notice is given that the copying is by permission of the author. To

disseminate otherwise or to republish requires written disseminate otherwise or to republish requires written permission from the author.permission from the author.

mailto:[email protected]

SynopsisSynopsis

Constituents in surging numbers appreciate the usefulness of IT.

Senior officers, trustees, andother stakeholders recognizethe strategic impact of IT.

More than ever,organizational effectiveness lies at the very heart of IT.

SynopsisSynopsisAmid pressures to deliver, we must put renewed emphasis on a familiar theme:

IT Organizational Effectiveness

aka:

SERVICE TEAMWORK QUALITY INNOVATION LEADERSHIP

SERVICESERVICE90s90s

Moment of TruthMoment of Truth Occasion when the client comes in contact with Occasion when the client comes in contact with

any aspect of our organization and any aspect of our organization and gets an impression of gets an impression of the quality of our service.the quality of our service.

Close Service Gaps:Close Service Gaps: Learn what customers wantLearn what customers want Decide and resource what you’ll deliverDecide and resource what you’ll deliver Tell customers your service offerings Tell customers your service offerings Prepare staff for successful service deliveryPrepare staff for successful service delivery

Delight the CustomerDelight the Customer

SERVICESERVICEXXIXXI

Service Service 90s90s PLUS PLUS

SpeedSpeed

ScaleScale

ScopeScope

SphereSphere

TEAMWORKTEAMWORK90s90s

FormingForming StormingStorming NormingNorming PerformingPerforming

Cross-functionallyCross-functionally With Post-its!With Post-its!

TEAMWORKTEAMWORKXXIXXI

TEAMWORKTEAMWORK90s90s PLUS PLUS

Across organizationsAcross organizations Around the globeAround the globe Ongoing readinessOngoing readiness

QUALITYQUALITY90s90s

Do the RIGHT ThingsDo the RIGHT Things In the RIGHT WayIn the RIGHT Way

QUALITYQUALITYXXIXXI

QUALITYQUALITY90s90s PLUS PLUS

Return on Investment RIGHT NOWReturn on Investment RIGHT NOWReliabilityReliabilityReady to UseReady to Use

INNOVATIONINNOVATION90s90s

CreativityCreativity OpportunityOpportunity Product ImprovementProduct Improvement Process ImprovementProcess Improvement Off premisesOff premises

INNOVATIONINNOVATIONXXIXXI

INNOVATIONINNOVATION90s90s BUT BUT

Core CompetencyCore Competency PervasivePervasive PersistentPersistent PortfolioPortfolio PressurizedPressurized

LEADERSHIPLEADERSHIP90s90s

• Inspires others

• Stimulates enthusiasm

• Communicates a compelling vision

• Gets results

LEADERSHIPLEADERSHIPXXIXXI

LEADERSHIP90s PLUS

Leaders create the climatethat drives people’s moods -and ultimately their results - in the right direction,despite the chaos around them.

SELF SOCIALAWARENESS AWARENESS

SELF SOCIALMANAGEMENT SKILLS

SynopsisSynopsisNYU’s initiatives in instruction, help, wireless, digital library, and workflow

Show how IT organizational effectiveness at SERVICEXXI

TEAMWORKXXI

QUALITYXXI

INNOVATIONXXI

LEADERSHIPXXI

enables great results, which these days are miracles.

[email protected]@nyu.eduCommunication & Collaboration Technology

NYUHome, our portal with over 55,000 accountsFall 2002: >900 courses, >15,000 students, >600 instructors

Automated course creation & registration Faculty satisfaction soaring

Teaching More Effectively with Technology ConferencesPartnership of NYU Libraries, ITS & Center for Teaching Excellence

Brings to faculty awareness of available technologies, best practices and peer presentations.

Rich Media Working Group Brings together the ED-Tech staff & decision-makers of NYU’s professional schools: Business, Dental, Law, & Medical with ITS Faculty Technology Center and NYU Library staff, t To explore the use of digital video, web technologies, LMS, content repositories, metadata, etc, for curricular content.

[email protected]@nyu.edu

Collaboration & Performance Technologyo Using Internet2 for Educational & Arts Projects

Faculty and students of NYU Tisch School of the Arts with artist Ellen Zweig and students at MIT explore tele-presence as a form of theater

“The Technophone & the Madman"

The first Internet2 live distributed musical, was performed between NYU & Rensselaer Polytechnic Institute (RPI)


Online educationo NYU’s School of Continuing and Professional Studies “The Virtual College”

o Graduate, undergraduate, and certificate programs

o Wide range of curricula, for instance: American Language Institute Languages & translation Career counseling Marketing & management Film, video, broadcasting Nutrition Hospitality, tourism, travel Real estate Information technology Writing & speech Instructional design & online ed

o “All the benefits of a traditional classroom experience— lecture, student & instructor interaction, and other resources —all on your own schedule”


eXtended Service Coverage (XSC):eXtended Service Coverage (XSC):Extend help hoursExtend help hoursExpand service coverageExpand service coverageLeverage existing resourcesLeverage existing resourcesChange intra- and inter-dept proceduresChange intra- and inter-dept proceduresPrepare the frontline staffPrepare the frontline staffReorient the DirectorsReorient the Directors


Client Services Center Multiyear Comparison of

Ave. Speed of Answer & Percent Calls Answered

94

111

4960

42

138

37

100

249

3626

213

2837

18 12 17

62

59% 60%

77%

70%

56%58%

46%

66%63%

78%

63%60%

87%92% 94%

86%89%

94%

0

50

100

150

200

250

300

350

Sep Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

1999-00 Ave. Speed of Ans. (Sec.) 2000-01 Ave. Speed of Ans. (Sec.) 2001-02 Ave. Speed of Ans. (Sec.)

1999-00 % Calls Answered 2000-01 % Calls Answered 2001-02 % Calls Answered

Sec

ond

s

[email protected]@nyu.edu Keen & growing desire by NYU communityKeen & growing desire by NYU community

Conflicting views of “the right” service Conflicting views of “the right” service Top hot buttons:Top hot buttons: Variety of devices supportedVariety of devices supported Security vs. open accessSecurity vs. open access Investment protection - NYU’s & clients’Investment protection - NYU’s & clients’

Rapidly moving target of standards & productsRapidly moving target of standards & products

Extensive discussions with vendors & clientsExtensive discussions with vendors & clients

Client-focused design of NYU-wide serviceClient-focused design of NYU-wide service

[email protected]@nyu.edu Updated design goalsUpdated design goals

Easy to useEasy to use

On wide range of devicesOn wide range of devices

Simple to roam thruout NYUSimple to roam thruout NYU

Protect privacy of transmitted dataProtect privacy of transmitted data

Protect access to NYU assetsProtect access to NYU assets

Launch wireless service quicklyLaunch wireless service quickly


Current ProgressCurrent Progress

Redesign achieves goalsRedesign achieves goals

First pilot sites online in summerFirst pilot sites online in summer

Adding sites and constituenciesAdding sites and constituencies- mobile users- mobile users- public kiosks (e.g., in library)- public kiosks (e.g., in library)

Full deployment, Spring 2003Full deployment, Spring 2003


New Service:New Service:

Matches collaboratively Matches collaboratively developed design goalsdeveloped design goals

Accomplished with a modest Accomplished with a modest commitment of staff timecommitment of staff time

Engaged vendors and clients in Engaged vendors and clients in active dialog and collaborationactive dialog and collaboration

Using innovation & creativity to Using innovation & creativity to make it all work.make it all work.

[email protected]@nyu.eduA Collaborative Venture

metadataresearch

computer science research

collectionmanagement

research

digitalrepository

service

publicdigital

collections

infrastructure

accessmanagement

research


The NEEDThe NEED

Fill in formsFill in forms Validate entriesValidate entries RoutingRouting NotificationsNotifications ApprovalsApprovals Track progressTrack progress

ONLINE!ONLINE!


Human Resources Payroll

Financial System

University Data Warehouse

Student Information Systems

Grants Management

Purchasing

Workflow

Engine

Consistent interface,browser-based

Application-drivenaccess rules

Instantaneous editsInstantaneous editswith source systemswith source systems

Flexible, rules-basedFlexible, rules-basedimport of approvedimport of approvedtransactionstransactions


In ActionIn Action

[email protected]@nyu.eduIn UseIn Use

SynopsisSynopsisInformation technologists in higher educationCAN succeed in fulfilling our new-found (and long-awaited) strategic role in our institutions.

Take the XXI century approach to

SERVICETEAMWORKQUALITYINNOVATIONLEADERSHIP

and bring others along with you.

And, in conclusionAnd, in conclusionPractice Resilience!!

If we can make IT here, you can make IT anywhere!

it’s up to you! [email protected] copyright marilyn mcmillan, 2002. this work is the...

Documents