Difference between revisions of "Kotter - NYU"
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Issue: OU IT is growing at a very fast pace. Nearly every school or administrative department that we forge partnerships with require a unique set of IT solutions (migrating to our email system, managing their in-house website or database, varying security policies, etc). Due to these differences, our ability to provide consistent customer service is a growing challenge. Customers get frustrated with slow response times and repeat visits for the same problem. | Issue: OU IT is growing at a very fast pace. Nearly every school or administrative department that we forge partnerships with require a unique set of IT solutions (migrating to our email system, managing their in-house website or database, varying security policies, etc). Due to these differences, our ability to provide consistent customer service is a growing challenge. Customers get frustrated with slow response times and repeat visits for the same problem. | ||
| − | ==Managerial Approach== | + | ==Managerial Approach==Here's the scenario for OU (Motivation and Inspiration): |
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| + | Managerial Approach: Surely there's success in numbers! So we beef up the teams that provide customer support. Unfortunately, it's still 20% of the people doing 80% of the work. Most people don't feel motivated because once they learn the unique service specific to the customer, they're "stuck" with this responsibility through the rest of their career. | ||
==Leaderful Approach ''(Kotter)''== | ==Leaderful Approach ''(Kotter)''== | ||
Revision as of 23:59, 29 May 2007
ITLPviii Main Page > Group Kotter > Kotter - NYU
Played by Jane
2. Organizing and staffing versus aligning people
==The Problem==Here's the scenario for OU (Motivation and Inspiration):
Issue: OU IT is growing at a very fast pace. Nearly every school or administrative department that we forge partnerships with require a unique set of IT solutions (migrating to our email system, managing their in-house website or database, varying security policies, etc). Due to these differences, our ability to provide consistent customer service is a growing challenge. Customers get frustrated with slow response times and repeat visits for the same problem.
==Managerial Approach==Here's the scenario for OU (Motivation and Inspiration):
Managerial Approach: Surely there's success in numbers! So we beef up the teams that provide customer support. Unfortunately, it's still 20% of the people doing 80% of the work. Most people don't feel motivated because once they learn the unique service specific to the customer, they're "stuck" with this responsibility through the rest of their career.
