planet image.jpg © 2009 IBM Corporation R120_G137_B251-200 Managing in Reality Session I September 2011 © 2009 IBM Corporation ‹#› R120_G137_B251-200 2 Course Introductions Friday 23rd September 2011 §Introductions and expectations –The teachers….. David Moore & Tomáš Geršl –What you can expect from us during this course –What we expect from you •Active participation •Regular Attendance •Ask questions §Student Introductions –Who are you? –Where are you from? –Why are you here? –What do you expect to get from this course? §What is this course “Managing in Reality” all about..? –What will it help you with –What will it teach –What will it equip you for © 2009 IBM Corporation ‹#› R120_G137_B251-200 3 Lecture Session 1 – Building an organisation Friday 30th September 2011 David Moore §Gain an understanding of the components needed to build a successful team; understand the concept of Matrix Management and how this works within a large organisation such as IBM §Understand the focus and necessities of “Team” § –Building organisational capability –Basic organisation structures showing example of how an IBM Delivery Centre fits in with the wider IBM © 2009 IBM Corporation ‹#› R120_G137_B251-200 4 Lecture Session 2 – Managing a service organisation Friday 7th October 2011 Tomáš Geršl §Understand the basics of service structure, and understand what needs to be managed and considered to ensure continued success –Basic service structure –Linkages to matrix management –Key elements of successful management © 2009 IBM Corporation ‹#› R120_G137_B251-200 5 Lecture Session 3 – Managing quality and client satisfaction Friday 14th October 2011 David Moore §Gain an insight as to what Quality actually is to a customer – learn about measuring quality; and what factors need to be considered when building a quality plan. –The Service Profit Chain –Managing Quality •Service Level Agreements •Operating Level Agreements –Improving Quality •Defect Prevention •Root cause analysis •Identifying client dissatisfiers –Client Satisfaction •Measuring client satisfaction – what is it •Employee attitudes and customer satisfaction © 2009 IBM Corporation ‹#› R120_G137_B251-200 6 Lecture Session 4 – Decision Making Friday 21nd October 2011 Tomáš Geršl §Learn about effective timely decision making that can have significant impact to the business and service delivery. Learn about Risk – what does this mean, and how can you take Risk informatively and with speed –What and who to consider in decision making –Empowerment © 2009 IBM Corporation ‹#› R120_G137_B251-200 7 Lecture Session 5 –Leadership attributes Friday 4th November 2011 David Moore §Learn about the four key areas in managing and leading a service delivery team and business. Understand three components essential for succesful leadership: –Drive to achieve •Bringing your organisation / your business / your team and you forward •Stimulating the team – to achieve –Thinking horizontally •How to be collaborative – how to achieve goals for all teams; not just your own –Client partnering •What does client partnering mean – and how can you link this to Drive to achieve –People Matter •Often in delivery people are the largest asset you will have. © 2009 IBM Corporation ‹#› R120_G137_B251-200 8 Lecture Session 6 – People management competencies Friday 11th November 2011 Tomáš Geršl §Continuing from the previous session – where we learn that people matter – gain an insight to what is important in terms of leading a team in a high performance culture environment – and understand what is important to deliver as a leader toward the people –Enabling performance and growth –Earning trust –Empowerment © 2009 IBM Corporation ‹#› R120_G137_B251-200 9 Lecture Session 7 – Coaching for success Friday 18th November 2011 David Moore §Gain an insight into the types of coaching that are available within companies like IBM and the importance of developing and retaining resource – understand how this can be achieved to the benefit of our people and our business –The difference between coaching and teaching –How to identify coaching needs –Coaching methods that can be used –How to relate coaching to business success © 2009 IBM Corporation ‹#› R120_G137_B251-200 10 Lecture Session 8 – Meeting Management Friday 25th November 2011 Tomáš Geršl §Meetings take a large proportion of a leaders time. In this session you will learn how to effectively develop and lead meetings that have a positive effect on the people and teams and drive the effectiveness of the business. © 2009 IBM Corporation ‹#› R120_G137_B251-200 11 Lecture Session 9 – Motivation Friday 2nd December 2011 Tomáš Geršl §Review the topic of Motivation –what does this mean, why do people and teams need this and why is this important to run a successful team, organisation and company –Staff retention methods –Hierachy of needs (Maslow) –Motivation –Dual factors (Hertzberg) © 2009 IBM Corporation ‹#› R120_G137_B251-200 12 Lecture Session 10 – TBD Friday 9nd December 2011 Tomáš Geršl §Subject can be defined based on preferences from students © 2009 IBM Corporation ‹#› R120_G137_B251-200 13 Course Wrap Up Friday 16th December 2011 Tomáš Geršl & David Moore §This closing session will be at the IBM Site – we will wrap up on the topics that we have covered over the 10 lecture sessions and present you with: –Availability to IBM leadership / team leaders who you can speak to –Understanding of IBM – the company who we are, and why what we have reviewed over the past 10 weeks are important –Receive instructions for your colloquium topic