Kotter - NYU
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.
==Leaderful Approach (Kotter)==Here's the scenario for OU (Motivation and Inspiration): Kotter: The secret to success is to keep no secrets! Individuals at every level of the organization's hierarchy should be accessible and approachable. The teams should be transparent and make sure everyone's trained up on how to provide the services. Individuals should be rewarded for their willingness to learn rather than punished by making them the permanent "go-to" people. A collaborative environment where there's extensive communication within, and across, teams would go a long way in pushing towards the goal of providing better customer service.
Raelin: Teams leads should encourage members to voluntarily take ownership of projects as it would make them more likely to succeed. Basically, allow people to develop in an environment that fosters growth.
